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 the airline’s online complaint form or the confirmation message that it has been received.
  • an online chat with the airline’s customer service chat feature.

We do not accept as proof:

  • a message, comment, tweet or video posted on an airline’s social media.
  • a verbal description of a conversation or a message you read.
  • an audio or video recording of a conversation, call or message.