Your conciliation request

There can be many reasons for a travel complaint – for example, a delayed or missed connection, cancellation or overbooking, loss, delay or damage to baggage, a dispute about the booking or the validity of your ticket.

What should you do in such a case?

The first step is to make a complaint to the company with which you travelled or intended to travel. You should summarise the main details of your journey and briefly explain the reason for your complaint. The company can then investigate your complaint and reply to you. Companies have one month to do this, or two months in the case of air travel.

The second step is if you are not satisfied with the company’s response, or if you do not receive a response at all. You can then submit a request for conciliation using the online forms provided for this purpose (this will ensure that your case is dealt with as quickly as possible).

Please note!

As an independent conciliation service, we do not have access to the company’s records and documents.

Submit a conciliation request