Complaints

At times things may go wrong. If you have experienced an irregularity, please let us know and we will do our best to get back to you with an answer or solution as soon as possible.

If your flight has been Delayed, Cancelled, Rerouted or you were Denied Boarding or Downgraded please let us know by completing the form.

We accept our responsibility to assist and compensate customer in certain circumstances as defined by the European Union Regulation 261/2004.

Passengers must submit their claims directly to Lumiwings and allow Lumiwings find the best and most prompt solution, before engaging to third parties to claim on their behalf.

Lumiwings will not process claims submitted by third parties that are not accompanied by documentation evidencing their respective powers to act on behalf of the Passenger.

​​​​​​​​​​​​​​In accordance with Lumiwings’ procedures, and unless otherwise  indicated in writing by the Passenger, any payment of a compensation in cash will be made to the credit card or the bank account that the Passenger used to make the booking. Lumiwings may request evidence that the Passenger is the holder of the relevant bank account.

Since 15 February 2016, the online dispute resolution (ODR) platform is available at https://ec.europa.eu/consumers/odr/main/?event=main.home2.show. This platform intends to resolve disputes in a faster, easier, and cheaper way.