Contact with the airline:
What is accepted as contact "in writing"

You need to submit proof that you contacted the airline in writing.

We accept digital copies, screenshots or photos of:

  • An email to the airline's customer service department

  • Your complaint through their online complaint form or the confirmation message that it has been received

  • An online chat with the airline's customer service chat feature

  • A message on an airline's social media that includes a reply about your case

We do not accept as proof:

  • A verbal description of a conversation or a message you read

  • An audio or video recording of a conversation, call, or message