Last updated 17 September 2026
How to complain, how long we take, and what to do if you are still unhappy.
Tell us first
Write to us through the contact page with what happened, the trip request reference and what you would like us to do. We acknowledge within 3 working days and aim to answer fully within 14 days.
If we cannot resolve it
If you remain dissatisfied, you may refer the matter to [to be supplied by the operator] (alternative dispute resolution body), or to the courts identified in the terms of use. Consumers in the EU may also use the online dispute resolution platform where it applies.
Complaints about a carrier's delay, cancellation or denied boarding are handled by that carrier first, and then by the national enforcement body for the country of departure. We will tell you who that is and what the deadline is.
Anywhere this document says “[to be supplied by the operator]”, the detail depends on the registered company, its address and its jurisdiction, and must be filled in by the owner before publication. We will not invent a company identity or a regulator registration.