We're Here to Help: Grievance Resolution Guide

To Help Us Serve You Better:

• Booking Details: Please have your booking reference number, flight details (such as flight number, date, and departure/arrival airports), and any additional relevant booking information on hand. This information allows us to locate your booking and begin the investigation process immediately.
• Supporting Documents: If available, attach any relevant documentation to support your case. This can include:
  • Boarding passes or e-tickets
  • Receipts for expenses incurred due to the grievance (e.g., meals, hotels)
  • Photos of damaged items (e.g., luggage or personal items)
  • Correspondence records with airline staff or any other relevant interactions
• Detailed Description: Providing a clear and specific account of the issue will help us expedite your case. Describe the grievance in detail, including specific dates, times, locations, and names (where possible) to give our team a complete picture. The more detailed your description, the faster we can proceed with the resolution process.

After Submitting the Form:

• Confirmation and Tracking: Once submitted, you will receive a confirmation email containing a unique reference number for your case. Please keep this number for your records, as you’ll need it if you wish to follow up on your grievance status.
• Acknowledgment and Timeline: Our team will acknowledge receipt of your grievance within 24 hours. We aim to resolve most grievances within 7 business days, but some cases may require additional time based on the complexity. Should we need more time, we will notify you and keep you informed of our progress at every stage.

Thank you for allowing us the opportunity to address your concerns and improve our services. We are committed to finding a satisfactory resolution for you and appreciate your patience as we work to make things right.