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Yacana Viagens
Claim Book Claim Book
Virtual Complaints Book (Libro de Reclamaciones)

Claim Book

In accordance with the Peruvian Consumer Protection Code (Law N° 29571) and Supreme Decree D.S. N° 011-2011-PCM.

Peruvian Legal Compliance
D.S. N° 011-2011-PCM / INDECOPI
Formal Response Timeframe
Maximum 15 business days
Certified Digital Copy
Sent instantly to your email
Filing Portal

Virtual Complaint Sheet

Please complete the form below to register your Claim or Complaint. You will immediately receive a digital copy with an official correlative tracking number in your email inbox.

Virtual Complaints Book (Libro de Reclamaciones)

Grupo Yacana E.I.R.L.

Trade Name: Yacana Viagens | RUC (Tax ID): 20610587837
Registered Address: Calle San Andres Nro 218, Of. 209, Cusco, Peru

Peruvian Law N° 29571 & D.S. 011-2011-PCM Date: Sep 19, 2026 - 08:47
1

Consumer Identification

Please provide your personal information so we can formally process and respond to your claim or complaint.

Parent or Legal Guardian Details

2

Contracted Good or Service

Specify the tour, travel package, or service regarding which you are submitting your claim.

3

Claim / Complaint Details & Request

Select whether your filing is a Claim (Reclamo) or a Complaint (Queja) in accordance with INDECOPI definitions.

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INDECOPI Legal Notice: The filing of a claim does not prevent the consumer from resorting to other dispute resolution mechanisms nor is it a prerequisite for filing a complaint before INDECOPI.

Response Timeframe: In accordance with the Peruvian Consumer Protection Code (Law N° 29571), the provider will issue a formal response within a maximum period of fifteen (15) business days to the email address provided.

Consumer Protection & Legal Framework

Frequently Asked Questions About the Complaints Book

CLAIM (Reclamo): A disagreement directly related to the contracted products or tour services (for example: failure to deliver an included service mentioned in the itinerary, unauthorized hotel or transportation changes).
COMPLAINT (Queja): A dissatisfaction or discomfort that is not directly related to the contracted tourism products or services, but expresses discontent regarding customer service, front-desk attention, or staff treatment.

In accordance with Peruvian Law N° 29571 (Consumer Protection and Defense Code), Grupo Yacana E.I.R.L. will issue an official written response within a maximum period of fifteen (15) business days to the email address registered on your Complaint Sheet.

No. Filing a claim through the Complaints Book does not prevent you from resorting to other dispute resolution mechanisms, nor is it a prerequisite or limitation for submitting an administrative complaint before INDECOPI or taking legal action.
Need immediate assistance with an upcoming booking?

If you have an urgent inquiry or require real-time support from our Cusco operations team:

info@yacanaperu.com WhatsApp: +51 999 370 918
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