Complaints Procedure

1. How to Contact Us / File a Complaint

If you are unhappy with any part of our service, please tell us so we can put it right. You can reach us through the following channels (contact details marked in [brackets] are being finalised before launch):

• Email: [Complaints contact email]
• Post: Jet2Pay (MITRANI CONSULT EOOD), [Registered address]
• Through the claim status page on our website using your claim reference

2. Response Timeframes

We aim to acknowledge your complaint within 3 business days and to provide a full response within 14 business days of receiving it.

If we need more time (for example, to consult legal partners or the airline), we will let you know and give you an updated timeline. These timeframes are our service targets and may be adjusted before launch.

3. Escalation Process

If you are not satisfied with our initial response, you can escalate as follows:

• Ask for a review by a senior team member by replying to our response
• Contact the Bulgarian Commission for Consumer Protection (KZP)
• Use the European Online Dispute Resolution (ODR) platform at ec.europa.eu/odr

4. What to Include

For all complaint-related matters, please write to [Complaints contact email]. Include your claim reference (if you have one) and a clear description of the issue so we can help you as quickly as possible.

5. External Dispute Resolution

If we cannot resolve your dispute directly, you may seek help from:

• The Bulgarian Commission for Consumer Protection (KZP) — for consumer disputes in Bulgaria
• The European Online Dispute Resolution (ODR) platform — for cross-border disputes within the EU
• Your national consumer protection authority if you are based in another EU member state