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Complaints and dispute resolution

Effective from vineri 6 noiembrie 2026. Early-access version. English text.

How to complain

Write to hola@atlayo.com with your request reference (ATL-…), what happened and what you want. We answer without undue delay and no later than 30 days.

If the problem is with the service itself (stay, flight, journey), its provider is responsible. We help you communicate with them, but you claim against them under their terms.

Out-of-court dispute resolution

If we cannot agree, you can turn to an out-of-court consumer dispute resolution body. In the Czech Republic this is the Czech Trade Inspection Authority (Česká obchodní inspekce), Štěpánská 567/15, 120 00 Prague 2, www.coi.cz. As a consumer from another EU member state you can use a body in your own country. The European Consumer Centres also offer cross-border help. The EU online dispute resolution platform was discontinued on 20 July 2025.

For claims against carriers under passenger rights see the Passenger rights page.