Holder of a Quality Management System certified by APCER, according to the standard NP EN ISO 9001:2015, Atlântida DMC, Unipessoal, Lda, through its brand Atlântida DMC, dedicates a very special attention to the detection, accountability and timely correction of irregularities that may eventually occur within the organisation, as well as situations involving the suppliers contracted for the provision of the service provided.
With the goal of continuously improving the quality of our services, we encourage our clients to submit, in writing, any complaints and/or suggestions they deem relevant. Please note that, according to the legislation applicable to the activity of Travel Agencies, these communications must be made within a maximum period of 30 days after the end of the trip or stay.
As your complaints or suggestions may be submitted through the following means:
• By mail
ATLÂNTIDA DMC
To the attention of the Quality Department
Avenida D. João III, nº. 33
9500-789 Ponta Delgada
• E-mail
reclamacoes@atlantidadmc.com
• Physical Complaint Book
Available in all our stores. The registered complaints will be analyzed by Tourism of Portugal.
• Online Complaint Book
Available on the official platform.
Alternative Dispute Resolution Entities: (Law No. 144/2015 of September 8)
Under current legislation, we inform you that, in case of dispute, the consumer may resort to the following Alternative Dispute Resolution (ADR) entities:
1. Travel Agency Ombudsman
https://provedor.apavtnet.pt/
2. Arbitration Commission of Tourism of Portugal
https://www.turismodeportugal.pt
3. Consumer Alternative Dispute Resolution (ADR) Entities
List available at:https://www.consumidor.gov.pt