Last updated: September 2026
This is a draft for legal review — not yet effective.
If something went wrong and our support team has not been able to fix it, you can raise a formal grievance. Every grievance is handled by our Grievance Officer, and we take them seriously.
Grievance Officer
- Name: [Grievance Officer name]
- Email: [Grievance Officer email]
- Address: [Grievance Officer address]
The officer's name and contact details are currently placeholders and will be published before launch.
How to file a grievance
Send an email to [Grievance Officer email] with:
- Your booking ID, if the grievance relates to a specific booking.
- A clear description of what happened and what you would like done.
- Any supporting details — dates, times, screenshots, or earlier support ticket references.
Send the email from your registered email address so we can verify it is you.
What happens next
- Acknowledgement. We will acknowledge your grievance within a published timeframe, currently TBA.
- Resolution. We will investigate and work to resolve your grievance within a published timeframe, currently TBA.
- Outcome. We will write back to you with the resolution or an explanation of what we found.
Escalation
If you are not satisfied with the resolution, or if the published timelines pass without a response, you may escalate the matter as permitted under applicable law, including to the relevant consumer grievance mechanisms. We will provide the details of the applicable escalation channels before launch.