Complaints & Disputes

1. Tell us first

Email manager@ezaytravels.co.uk, message us on WhatsApp, or call the number on our website, with your booking reference, the passengers' names and what went wrong. We acknowledge within 1 working day and aim to give a full response within 14 days; where we need the airline's, Duffel's or Faremine's input we tell you and update you every 7 days, with a final response within 28 days.

2. What we will do

• If the issue is ours (ticketing error, wrong information, delay in passing on a notification) we say so and put it right — correction, refund to your card or compensation for direct loss up to the price paid.
• If the issue is a ticketing-route error (Duffel or Faremine) we treat it as ours toward you, put it right, and recover from the supplier ourselves.
• If the issue is the airline's (delay, cancellation, baggage, service) we tell you who to claim from, send you the evidence you need and, where the airline accepts claims through the agent, submit it for you.
• If the issue is a payment problem (double charge, refund not showing) we check the Stripe record and correct it within 5 working days.
• If the issue is with a third party you booked through a link on our site, we point you to them; we cannot handle it on your behalf.

3. If you are not satisfied

• Flights: complaints about the airline's service can be escalated to the airline's approved Alternative Dispute Resolution body, or to the UK Civil Aviation Authority's Passenger Advice and Complaints Team (caa.co.uk) for UK flights.
• eZay's service: ask for a review by the Director; we reply within 14 days. You may also use the courts of England and Wales or your UK home nation. Nothing here removes your right to go to court.
• Payment disputes: your card issuer (chargeback / Section 75) — please give us the chance to resolve it first.
• Data: the Information Commissioner's Office, ico.org.uk.

4. Time limits

Tell us about a problem as soon as possible and in any event within 28 days of return travel, so that airline evidence is still available. Baggage claims have short legal time limits (7 days for damage, 21 days for delayed bags, from the airline).

5. Records

We keep a complaints log (date, issue, route, outcome) for 6 years and review it quarterly to improve our service.