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Compliments, complaints and personal information

It's always good to keep in touch. We warmly welcome all kinds of feedback whether it is something you'd like to compliment us on or something that hasn't gone so well. You may also want to get some information from us or read our terms and conditions.

You can contact us in a number of ways, although the easiest way is to use our contact form.

Compliments or complaints?

Giving us a compliment

We love hearing that you have had a great experience. We will always pass on personal comments to the team member involved and we also use your feedback to make our airline better for everyone.

You can send us your detailed feedback by using our contact form, we look forward to hearing from you.

Unhappy with our service?

Our aim is to make travel easy and affordable for our customers. Last year we flew over 69 million customers to over 150 destinations, connecting family and friends, people and locations right across Europe.

We know that you rightly expect a friendly, efficient and informative service delivered in a consistent way when you travel with us and we work really hard to try and deliver that.  We know that things can unfortunately go wrong from time to time which means we fall short of your expectation.

Hearing about your personal experience helps us to learn from our mistakes and gives us valuable feedback on how we can improve our service. Maybe your journey was affected by a delay, you were unhappy with one of our policies or you felt that your request was not handled very well.  That’s why we have a formal complaints process in place. We want to understand what went wrong for you so we can put things right quickly or explain something more clearly.  Alternatively our Customer Service Team are just a phone call away.

How to contact us with a complaint

For complaints relating to a flight delay, visit our delays and cancellations page to find further information. You will also be able to claim for any compensation or expenses that you may be entitled to.

If you have already submitted a claim and wish to complain about your experience, then use the contact form and select “Complaint”.  We can then investigate the current status of your claim and advise what will happen next.

For any other matter, you can tell us your issue by using our contact form and selecting “Complaint”.  Please don’t forget to include your booking reference number.

How will we deal with your complaint?

We aim to get back to you within 7-10 days from the date of our acknowledgement email. In peak times please allow up to 15 days for response.

Our Customer Service Team will take the time to understand your complaint and explain what we can do for you or provide further explanations around our policies/terms and conditions.

Sometimes we need more information from you following our initial response or we may need to contact others, for example our baggage handlers, to deal with your particular issue. If we do then we will keep you updated about what we are doing.

Any final response will be in writing detailing one of the following:

    1. We accept the complaint and will tell you how we will fix this for you
    2. We’ll offer action to address the issue for you but do not accept the complaint
    3. We will reject the complaint and give you the reasons why we are doing this

Unresolved complaint?

More information on our complaints procedures can be found on our terms and conditions page. If we have been unable to resolve your complaint, you may be able to refer your complaint to CEDR Services Limited, International Dispute Resolution Centre www.cedr.com/aviation  who are approved by the Civil Aviation Authority to provide an independent review of complaints and dispute resolution services. The cost of this service is £25, which will be refunded in full if your complaint is successful. You will need to refer your complaint to them within 12 months after our final response. CEDR Services Limited, International Dispute Resolution Centre can be contacted on: aviation@cedr.com, 020 7536 6099. Or, you may use the European Commission’s electronic form.

Protection of privacy

Terms and conditions

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