Complaints and dispute resolution
Legal draft – requires review before publication
Contact us first
If you are unhappy with something, we want to know. There is no sign-in or customer portal: all contact is by email. Write to hello@airlate.com and describe what happened. We aim to reply within 24 hours.
Swedish National Board for Consumer Disputes (ARN)
If we cannot reach agreement, you can turn to the Swedish National Board for Consumer Disputes (ARN) for an impartial review of a consumer dispute. Making a complaint to ARN costs SEK 150, and ARN does not refund the fee. If you ask for it in your complaint and are found to be wholly or partly in the right, the Board can recommend that the other party reimburses you for the fee.
Complaints about the flight itself
You can also send a complaint about an airline’s handling of your passenger rights to the national enforcement body responsible for air passenger rights in the country concerned (in Sweden, Konsumentverket, the Swedish Consumer Agency). That body is not, however, required to make the airline pay your individual claim, and Konsumentverket does not assess individual cases. Your own claim can instead be examined by ARN, by a corresponding body in another country or by a court. We will help you find the right route for your case.