We want to provide the best possible experience for our customers, so if you’ve been left unsatisfied or haven’t received good service, you can send us a complaint.
Where can I 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.
When can I expect an answer?
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.
What does a resolution look like?
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’d like to add or change something, or have a question about your booking, please first check the options in your account or browse the articles in our Help section. If you don’t find what you’re looking for, you can reach our support via our contact page.