Supporting documents

Please, provide the following documents when you contact us for assistance:

  1. copy of the contract or reservation, proof of the payment or the like, contractual terms, whether available. We need details about: the date of the purchase or contract, the data of all complainants involved (e.g. passengers included in the flight reservation or in the travel package contract), the indication of the amount paid, any amount, pecuniary compensation or voucher already received.
  2. Copy of the written complaint you have already sent to the trader: we are able to intervene if you have already sent it to the trader and it wasn’t successful. Whether you have not yet submitted your complaint to the trader, we will help you to draft it.
  3. A short but detailed problem description of the issue
  4. The request to be addressed to the trader (optional).

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