Complaints and dispute resolution

Last updated: 28 September 2026

We want every trip to go well. If something is not right, please tell us — most problems can be solved quickly if we know about them in time. Complaints about travel services are handled by SKYRAY TRAVEL S.L., which provides all the travel services sold on this website.

1. During your trip

Tell us straight away, while you are still there, so that we can try to put it right:

• Emergency contact (phone and WhatsApp): +34 623 99 11 55
• Email: booking@skyraytravel.com

Please also tell the local supplier (for example the hotel reception, your guide or the boat operator). For flight problems — delays, cancellations, denied boarding, lost or damaged baggage — speak to the airline at the airport before you leave it, and keep the reference it gives you.

2. After your trip, or about a booking

Send your complaint in writing to booking@skyraytravel.com or by post to SKYRAY TRAVEL S.L., Calle Laureà Miró 230, 08950 Esplugues de Llobregat (Barcelona), Spain. Please include:

• your booking reference and the names of the travellers;
• what went wrong, when and where;
• any reports, photos, receipts or correspondence with the supplier;
• what you would like us to do.

We will confirm that we have received your complaint and send you our full reply as soon as possible and in any event within one month. If we need information from a supplier and this takes longer, we will tell you why and when to expect our reply.

3. If you are not satisfied with our reply

When we send you our final reply, we will also tell you whether an independent alternative dispute resolution (ADR) scheme is available for your complaint and whether we agree to use it. You can also:

• in the UK: get free advice from Citizens Advice (citizensadvice.org.uk);
• in Spain: contact your local consumer office — in Catalonia, the Agència Catalana del Consum; elsewhere, your municipal consumer information office (OMIC) — or ask for a consumer arbitration through the Juntas Arbitrales de Consumo;
• in another EU country: for cross-border issues, contact the European Consumer Centre in your country.

Official complaint forms (Spain). Official complaint forms (hojas de reclamación / fulls oficials de queixa) are available at our offices and, on request, by email.

The European Commission's Online Dispute Resolution (ODR) platform closed on 20 July 2025, so we no longer link to it.

4. Package holidays and insolvency protection

If you booked a package and services are denied because we have become insolvent:

• Flights and flight-inclusive trips sold to UK customers are provided under the ATOL of our partner [[ATOL PARTNER NAME, ATOL NUMBER]]. The ATOL scheme is run by the UK Civil Aviation Authority — caa.co.uk/atol-protection.
• Other packages: [[GUARANTEE]]

5. Data protection complaints

See section 6 of our Privacy policy.

6. Courts

You can always take your claim to court. Claims about package travel must be made within the time limits set by law — in Spain, two years (art. 169 of Royal Legislative Decree 1/2007). More details are in our Booking terms and conditions.