Our wonderful Follow the Camino team comes from all over the world, bringing unique skills, knowledge, and passion with them! We love having a diverse team because it helps us to understand our diverse clients, and we are all passionate about travel and helping others to have memorable experiences along the Camino.

Our holidays are complex with many parts to them and while we have various processes in place to avoid any issue or discrepancy between what you have booked and what is delivered by our partners and suppliers, sometimes things do not go as planned.

If you have had an issue with the service we provided, please contact our emergency line at +34 881 023 124 right when the issue occurs so we can try and fix it. The line is attended 24/7. Do not send us emails as emails are not attended 24/7. We are unfortunately unable to fix things once they have passed.

If you have already contacted our emergency line and are not satisfied with the outcome, or if you have a complaint about our services, business practices, team conduct, or our environmental and social impact, contact us at [email protected] or using the contact form on this page.

All complaints are taken seriously, handled confidentially, and tracked through to resolution. We will acknowledge your complaint within 5 business days and keep you informed at each step. You will not face any retaliation for raising a concern in good faith.

Once acknowledged, your complaint is assigned to the team member responsible for that category: HR-related, business-practices-related, and environmental/social-impact-related complaints are managed by our Executive & Operations Associate; reservations-related complaints are managed by our Reservations Team Lead; and sales-related complaints are managed by our Sales Team Lead. The responsible team member investigates the matter, requests any additional information needed, and works toward a resolution — which may include a remedy, corrective action, or explanation — typically within 20 business days of acknowledgment, depending on complexity, keeping you informed of progress throughout. This ensures every grievance has a clearly identified owner from receipt to closure, regardless of its nature.

Confidentiality is maintained by limiting access to case details to those directly involved in investigating and resolving the matter. Any breach of our no-retaliation commitment will be treated as a disciplinary matter under our internal policies.