We have received your case.
We have just sent you an email.
Important note regarding your travel documents
If you have not sent us your travel documents or those of your fellow travelers as part of the ordering process, please send them separately by e-mail. We absolutely need these in order to be able to check your claims. We are particularly interested in the on-board ticket or e-ticket, and if you are unable to provide this, the booking confirmation or an invoice. If you do not have these to hand, you will need to submit them later.
When can you expect a response?
As a rule, you will receive an email within one to two working days with an assessment of the chances of success of your case. Until then, we ask for your patience.
