Proof of contact with the airline

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