Complaints and claims
We’re sorry you’ve had a disappointing experience with us. Please tell us about it and we’ll be happy to help.
Have you travelled yet?
If you’ve already travelled with us or have experienced a delay or cancellation, you’ll be able to make a complaint or claim here. If you haven’t booked or travelled with us yet, get in touch.
If you’ve already submitted a case, you can track your case status using our chatbot (English only). All you need to do is click Start Chat in the bottom right and type in ‘Check my case status’.
Make a new complaint or claim
Make a claim for baggage, expenses or compensation for disrupted flights, or make a complaint about your experience with us.
Track and update your case or claim
Before you get in touch with us about an existing complaint or claim, it’s a good idea to have your case reference number to hand.
You can use our chatbot to check the status of your existing case, but you won’t be able to escalate it.
If you’ve submitted your case details, we’re looking through them now and we’ll get back to you as soon as we can. In the meantime, please don’t create a new case as it could mean a longer wait before we’re able to give you an update.
Other issues
Please check the following pages for advice on issues not covered here:
Unhappy with how we handled your case?
If you are unhappy with our response to your complaint, you can refer your complaint to the Centre for Effective Dispute Resolution (CEDR),who are approved by the Civil Aviation Authority to provide an independent resolution service for complaints about airlines. You will need to refer your complaint to them within 12 months. CEDR will be able to advise you if your complaint falls within the scope of what they can deal with.
Alternatively, you may use the European Commission’s online dispute resolution platform to submit your complaint.