Alternative dispute resolution
Our team works very hard to ensure you are satisfied with our services. In the event that something goes awry, we try to find a solution that you find acceptable. However, if you do not agree with the proposed resolution or we refuse to satisfy your claim, you are entitled to apply for alternative dispute resolution, in accordance with Directive 2013/11/EU of the European Parliament and of the Council on alternative dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC, Regulation (EU) No 524/2013 of the European Parliament and of the Council on online dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC, Consumer Rights Protection Law and Alternative Dispute Resolution Law, to:
If the dispute involves flights to/from the United Kingdom or Germany, you may contact one of the organizations mentioned below instead.
In line with Regulation no. 524/2013, an online dispute resolution platform has been created, which you can use to resolve the dispute that you have with us.
Please note that your application will only be processed by the alternative dispute resolution body if you have first filed a claim with us and tried to reach an amicable settlement.