Consumer Care

Virtual Complaints Book

Use this form to submit a claim or complaint concerning a travel service provided by ECS TRAVEL S.A.C. Filing is free of charge and available at all times.

Legal entityECS TRAVEL S.A.C.

Commercial namesECS LATAM DMC / ECS Travel

RUC20504756115

Registered addressLos Pinos 156, Office 502, Miraflores, Lima, Peru

Legal notice. In accordance with Peru's Consumer Protection and Defense Code (Law No. 29571) and the applicable Complaints Book Regulations, ECS TRAVEL S.A.C. makes this Virtual Complaints Book available to consumers. Access and submission are free of charge and cannot be conditioned upon prior payment of the service concerned.

A claim or complaint filed here does not prevent you from using other dispute-resolution channels and is not a prerequisite for filing a complaint with INDECOPI.

The Spanish legal concepts reclamo and queja retain the meanings established under Peruvian consumer law.

Consumer identification

Please enter the details of the consumer submitting the claim or complaint.

Full name

Residential address

Identification document

Document number

Telephone / WhatsApp

Email address

Is the consumer under 18?

Preferred response channel

EmailThe written response will be sent to the address entered above. Postal deliveryThe written response will be delivered to the residential address entered above.

Travel service information

Provide enough information for us to identify the booking or service concerned.

Type of service

Booking / file reference

Travel dates

Destination(s)

Currency

Amount concerned (optional)

Description of the contracted service

Details and requested solution

Choose the legally applicable category and explain what happened.

Claim vs. complaint: under Peruvian law, a reclamo concerns dissatisfaction with a product or service, while a queja concerns customer service or another matter not directly related to the product or service itself.

Submission type

Claim (Reclamo)Dissatisfaction directly related to a travel service purchased or received. Complaint (Queja)Dissatisfaction with customer service or a matter not directly related to the travel service itself.

Detailed description

Requested solution

Supporting files PDF, JPG or PNG; recommended combined limit: 20 MB

I confirm that the information provided is true and accurate, and I have read the Privacy Policy.

ECS TRAVEL S.A.C. will process the information submitted to register, investigate and respond to this claim or complaint, comply with legal obligations, and retain the corresponding evidence. It will not be used for marketing without separate consent.

ECS TRAVEL S.A.C. will provide a written response within the maximum period established by Peruvian law, currently fifteen (15) business days. The system must generate a sequential reference number, record the date and time, and email or otherwise provide a copy of the submission to the consumer.

Submission received

Your mock reference number is ECS-LR-2026-000001.

In the production version, a PDF copy and confirmation email will be generated automatically.

Libro de Reclamaciones

Virtual Complaints Book

Consumer identification

Travel service information

Details and requested solution

Submission received

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