Thank you for submitting your complaint.

Our Customer Services team need some time to look into this so will aim to reply within 28 days. We’re currently receiving lots of enquiries and our investigations are taking longer than we would like, but we want to make sure that we get it right first time. Don’t worry though, we’ll keep you updated if we need more time.

If you need to send us any photos or videos, please email them to along with your booking reference.

If it’s a simple query, and you need an answer quickly, please take a look at the pages below. They’re bursting with information about country entry requirements, what we’re doing to make sure you have a safe and smooth journey, as well as the most frequently asked questions about COVID-19 and testing.

Get your answer now from:

Safe Travel hub: Discover more about the extra measures we’ve put in place to keep you safe and sound.

Travel requirements: Find out all the latest information for the destination you’re travelling to.

COVID-19 FAQs: Read more about cancellations, refunds and what happens if you have to self-isolate.

General FAQs: Learn about amendments, checking in, baggage, mobile boarding passes and more.

Please note: if you’ve submitted a pre-travel question or request using this form, we won’t be able to respond to you. This form is only for customers who have returned from their holiday.

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