Complaints
Last updated October 2026. Questions? Call us on 07368652169.
Tell us
We want to put things right. Please write to us by email at [email protected] or by post to 5 Brayford Square, London, United Kingdom, with your booking reference and what went wrong. If you call us on 07368652169, we will ask you to confirm your complaint in writing so we have a record of it.
What happens next
We will acknowledge your complaint within 5 working days and give you a full answer within 28 days. If we need longer, for example because we are waiting for the airline, we will tell you why and when to expect our answer.
Complaints about the airline
Problems with the flight itself, such as delays, cancellations, lost baggage or onboard service, are the airline's responsibility. We will help you raise them. Most airlines flying to and from the UK belong to an approved dispute resolution scheme (for example AviationADR or CEDR), and the Civil Aviation Authority's website explains your rights at caa.co.uk.
If you are still not happy
You can get free, independent advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.