ADR & ODR Statement

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.

Email

complaints@skydelay.org

Postal

SkyDelay SHPK — Complaints, Tirana, Albania

Phone

+355 69 123 4567

Response

Acknowledgement within 5 business days, full reply within 14 calendar days.

If you are not satisfied with our response, you may bring the dispute to a certified ADR body. SkyDelayis 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:

The European Commission operates a platform for online dispute resolution pursuant to Article 14 (1) of Regulation (EU) 524/2013. The platform allows consumers and traders to settle disputes arising from online contracts out of court.

Our email address for the purposes of this platform is info@skydelay.org.

National enforcement bodies

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:

Right to bring proceedings

Use 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.