Complaints Procedure

1. How to complain

Email is recommended so you and the team have a clear written record. Write to info@flightsway.co.uk.

Suggested subject: Customer Complaint — [enquiry or booking reference]

You may also call 0203 287 1342 or use WhatsApp on +44 7762 497412, but email is the primary written channel.

2. Information to provide

• Your enquiry or booking reference.
• Your name and preferred contact method.
• Relevant travel, enquiry or communication dates.
• A clear description of the issue and your desired outcome.
• Only reasonably necessary supporting documents.

3. Acknowledgement and investigation

Flightsway will acknowledge and investigate complaints fairly and respond as soon as reasonably possible. Supplier-related cases may take longer when information is needed from an airline, hotel or contracted supplier. Where a final response is delayed, the team should provide progress updates.

No fixed acknowledgement or final-response deadline is promised on this page.

4. Supplier-related complaints

Flightsway may assist with communication involving the relevant airline, hotel or contracted supplier. Supplier terms and responsibilities may apply. This does not remove Flightsway’s responsibility for its own intermediary service, and it does not make Flightsway responsible for an airline’s operational decisions.

5. Data-protection complaints

Raise the concern through info@flightsway.co.uk and review our Privacy Policy. If the concern remains unresolved, you may contact the UK Information Commissioner’s Office.

6. Internal escalation

If you are dissatisfied with the first response, request a senior internal review. Explain which part of the outcome you dispute and the resolution you are seeking. A clear final response will be provided after the review.

7. External rights and guidance

Flights Way Ltd does not claim membership of an ombudsman, arbitration or alternative dispute resolution scheme. No protection or accreditation belonging to a supplier should be understood as belonging to Flightsway. External rights may depend on the supplier, payment method, contract and applicable law.

Your statutory rights are unaffected. For independent consumer information, see Citizens Advice consumer guidance . This page provides general process information, not legal advice.

8. Accessibility assistance

If you cannot submit a written complaint, call the team for reasonable assistance in recording your concerns.