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Alternative Dispute Resolution (ADR) and Online Dispute Resolution (ODR) information for consumers, in accordance with EU Directive 2013/11/EU and Regulation (EU) 524/2013.
If you are unhappy with any aspect of our service, please contact our customer support team first. We aim to resolve every complaint within 14 calendar days.
If you are not satisfied with our response, you may bring the dispute to a certified ADR body. SkyDelay is not currently obliged to use a specific ADR body under Article 14 (1) of Regulation (EU) 524/2013, but we will participate in good faith in proceedings before a recognised ADR entity in the consumer's Member State of residence where required by national law.
A current list of certified ADR bodies in every EU/EEA Member State is maintained by the European Commission:
EU list of certified ADR bodiesThe European Commission previously operated an online dispute resolution (ODR) platform under Article 14 (1) of Regulation (EU) 524/2013. That platform stopped accepting new complaints on 20 March 2025 and was permanently shut down on 20 July 2025. Please use the alternative dispute resolution routes described above, or contact us directly to resolve any dispute.
To resolve any dispute, you can contact us directly at info@skydelay.org.
For complaints relating directly to the airline (rather than to our claim-handling service), passengers may also contact the National Enforcement Body (NEB) designated under Article 16 of Regulation (EC) 261/2004 in the EU Member State where the disruption occurred. A list of all NEBs is published by the European Commission:
Commission list of National Enforcement BodiesUse of any ADR or ODR procedure is voluntary and is without prejudice to your right to bring proceedings before the competent court. Nothing in this statement limits the rights conferred on you by mandatory consumer protection law in your country of residence.
Last updated: 2026-06-04.