Complaints

What we handle

The booking and the money are ours.

• A confirmation that never arrived.
• The amount taken at payment.
• A refund.
• A change of dates or a cancellation.
• An entry code that will not work.
• A car park described as something other than what you found.

What the car park operator handles

The operator is responsible for what happens on site.

• The shuttle to the airport and back.
• Damage to your car.
• The staff and the state of the spaces.
• Any surcharge charged at the entry or the exit.
• The invoice — the operator issues it and needs your billing details, because they sell the stay itself.

The operator's phone number and address are in your booking confirmation. For something happening on site right now, calling them is faster than writing to us.

Not sure who to ask? Write to us and we will pass it on to the operator.

When we reply

We reply within 14 days of your report, by email to the address you gave with the booking. If we need to settle the matter with the operator, we will tell you before that deadline runs out.

If we do not reply within 14 days, we accept the complaint.

What you get when we accept it

An accepted complaint means the money goes back where the payment came from.