How to file a complaint

Send us a message via this link and explain what happened and why you’re not satisfied. Please include as many details as you can — the more we know, the better we can help you.

Our agents will get back to you as soon as they can, and will usually respond within 30 days, depending on our queues. This takes longer than our regular support because we have to do a thorough investigation for every complaint. 

Our complaint agents will investigate what happened and see if there’s anything we can do to rectify the situation. If they find that we made a mistake or didn’t provide you with good service, they’ll try to make amends. But if we didn’t make mistakes or provide misinformation, and you received adequate service, there might not be anything further that we can do.

It's important to file your complaint correctly, as we won’t be able to offer timely assistance if you send us a regular support request (such as a request to add baggage or change the dates of your trip) instead of a complaint. This would require us to eventually transfer your case from support agents to agents who deal with complaints, and it’ll only take longer to assist you. 

If you’ve filed a complaint and remain unhappy with the outcome, you can seek Alternative Dispute Resolution (ADR) with OnlineMediator (OnlineADR.cz), an independent non‑profit ADR body appointed by the Czech Ministry of Industry and Trade. ADR lets you try to settle your dispute with help from an impartial authority, without going to court. ADR with OnlineMediator is free of charge, and we are legally required to cooperate with the ADR body.