SUBMISSION OF COMPLAINTS

Do you wish to report a problem?

Have you encountered a problem or has there been an inconvenience? If there has been a disruption, such as a flight delay or other inconvenience, you can contact us or send us your complaint. We will follow the process step by step providing you with timely feedback and maximum assistance.
The reports from our customers will help us to improve our service.

You can file a complaint:

• by filling in the appropriate form on our website by providing the required information;
• in writing via registered letter addressed to Albastar Customer Service in Palma de Mallorca, Balearic Islands, Av. Conde de Sallent 23, 5A, 07003, providing a valid e-mail address together with a telephone number.

In the event of denied boarding, cancellation of a flight or a long delay, the Carrier is committed towards its Passengers in compliance with the provisions of Regulation (EC) 261/2004 of the European Parliament and of the Council of 11 February 2004, its subsequent amendments and interpretations as well as national regulations.

In order to ensure the correct handling of the complaint, the Passenger’s cooperation is necessary; to this end, the Passenger shall be required to provide documentation certifying the purchase of the airline ticket, as well as documents proving check-in and boarding procedures (boarding pass).

The complaint handling will take place directly with the Passenger within 6 (six) weeks from the date of receipt of the complaint. In view of the above, in case of complaints and/or warnings received from the Passenger’s lawyers, attorneys or other representatives, these will not be handled.

Requests for reimbursement of legal expenses or even by way of contribution, will not be paid, and are the sole responsibility of the Passenger. Any indemnities and/or compensations that may be recognised in favour of the Passenger shall be considered, by law, the exclusive right of the Passenger. If due, the Carrier will pay the compensations and/or indemnities directly to the Passenger and, at the same time, declares not to accept assignment of claims even if formally notified. The Passenger accepts, acknowledges and undertakes not to transfer to third parties any claims owed to the Carrier.

Alternative Dispute Resolution

Where the proposal for settlement of the dispute is not accepted by the Passenger, in the event of a potential conflict, the Carrier prefers to refer to Alternative Dispute Resolution (ADR) procedures to be activated by entities established under the ADR Directive and undertakes to participate where they are effectively carried out.

The Parties hereby agree that ADR procedures are in any case a prerequisite for the commencement of proceedings. If the ticket was purchased online, passengers can also settle disputes through an online dispute resolution (ODR) platform, under art. 14 reg 524/2013 (ODR regulation), which can be accessed through the following link.

Details of the rights recognised by the aforementioned regulation are available here Regulation (EC) 261/2004.