Dispute resolution
If something went wrong, here is how you can resolve the issue, step by step.
Last updated: 07 Nov 2026
1. Contact support
Most issues are solved quickly and amicably. Start by contacting our support team through the contact page, including your booking reference and a clear description of the problem. We respond within 5 working days.
2. Escalating a complaint
If the issue is not resolved within the stated time or you are not satisfied with the answer, you can escalate the complaint to a senior team member by replying to the same thread and requesting escalation. We will re-examine your case with priority and give you a final answer within 10 working days from the escalation request.
Refunds, when due under the booking cancellation policy, are processed within 5–14 working days, depending on the payment method.
3. Consumer protection authorities
As a consumer, you have the right to address the national consumer protection authority in your country of residence. You can submit a complaint if your rights as a consumer have been violated.
4. EU Online Dispute Resolution platform
Under Regulation (EU) No 524/2013, consumers living in the European Union can submit disputes related to online purchases to the European Online Dispute Resolution platform (ODR). The platform is available at ec.europa.eu/consumers/odr and connects you to national alternative dispute resolution bodies.
5. Legal avenues
Nothing in this page limits your legal rights. If the dispute cannot be resolved amicably or through the authorities above, you can address the competent court of law in accordance with the applicable law, as detailed in the Terms & Conditions.
6. Your GDPR rights
You have the right to access, rectify or delete your personal data, and to withdraw consent at any time. To exercise these rights, contact us through the contact page or follow the instructions in the Privacy Policy. We respond to all requests within 30 days, as required by the GDPR.