Complaints Policy
Last Updated: March 26, 2026 | Version 1.0
Our Commitment to Resolution
At Fly Shops, we are committed to providing excellent service. If you're not satisfied with any aspect of our service, we want to hear about it. This policy outlines how we handle complaints fairly and promptly, ensuring your concerns are addressed with the attention they deserve.
What is a Complaint?
A complaint is any expression of dissatisfaction about our service, our staff, or any perceived failure to meet our commitments. This includes issues related to:
- Booking process or assistance
- Communication or customer service
- Billing or payment issues
- Information provided about flights
- Staff conduct or professionalism
- Delays in response or service
How to Submit a Complaint
You can submit a complaint through any of the following channels:
Our Complaints Process
Acknowledgment
We acknowledge receipt of your complaint within 24 hours during business days.
Investigation
We thoroughly investigate your complaint, reviewing all relevant information and speaking with staff involved.
Resolution Proposal
We propose a resolution within 5 business days. Complex cases may take longer, but we'll keep you updated.
Implementation
Once agreed, we implement the resolution and confirm completion with you.
Response Timeline
Escalation Process
If you're not satisfied with the initial response, you can escalate your complaint:
Customer Service Manager
If your complaint isn't resolved by our frontline team, it will be escalated to a Customer Service Manager for review.
Operations Manager
For unresolved issues, the Operations Manager will conduct a comprehensive review of your case.
Senior Management
Final internal escalation to Senior Management for complex cases requiring executive review.
External Resolution
If you're still not satisfied after our internal processes, you may seek external resolution through:
CAA
Civil Aviation Authority
UK aviation regulator
ABTA
Travel industry trade association
Important: For complaints about airline services (flight delays, cancellations, baggage issues), please contact the airline directly as they are responsible for operational matters. We can assist with providing your booking information if needed.
Before Submitting a Complaint
Please have your booking reference and relevant details ready. This helps us investigate and resolve your complaint more efficiently. If your issue is urgent (e.g., relating to imminent travel), please call us immediately rather than submitting a written complaint.
Frequently Asked Questions
Please include your booking reference, full name, contact details, a clear description of the issue, and any relevant documentation (emails, receipts, screenshots). This helps us investigate quickly.
Most complaints are resolved within 5 business days. Complex cases may take up to 10 business days. We'll keep you updated throughout the process.
We can assist with complaints related to our booking service. For airline-specific issues (flight disruptions, baggage, etc.), please contact the airline directly. We're happy to provide booking information to support your complaint to the airline.
If you're not satisfied with our proposed resolution, you can request escalation through our formal process. We'll explain your options for further review.
Need to Make a Complaint?
Our team is ready to help resolve any issues you've experienced.
We aim to acknowledge all complaints within 24 hours
Fly Shops is an independent travel agency. We are not affiliated with any airline. Complaints about airline operations should be directed to the respective airline.