Complaints

We put everything in place to make your holiday the best time of the year. Our priority is to offer you impeccable service, therefore any time a problem occurs during the execution of the contract we would ask you to contact, on-site and as soon as possible, the LuxairTours guide/representative.

If, nevertheless, a satisfactory solution cannot not be found on-site, an irregularity report form is made available to the traveller and we invite him/her to list the various points of their complaint and to have them countersigned by the LuxairTours representative/guide or the service provider. This will greatly facilitate the handling of the complaint.
After the trip, the complaint is to be sent either to the travel agency or to LuxairTours:
- via our online form www.luxair.lu/contactForm, specially designed to easily register the complaint in the most complete manner possible;
- by sending us an email to: customer.relations.lgit@luxairtours.lu

We ask for the pink sheet from the irregularity report completed on-site to be attached to it.

Any complaint must be made within six months of the end of the trip.

If you are not satisfied with the response given for your complaint, we would like to inform you that you can apply to the Commission Luxembourgeoise des Litiges de Voyages (CLLV) [Luxembourg Commission for Travel Disputes], a Luxembourgish entity set up to find out-of-court solutions for travel issues, in accordance with the law introducing out-of-court settlement of consumer disputes in the Consumer Code, and which will assist you provided that your complaint is within its field of competence. The CLLV appears on the list of qualified entities recognised by the Ministry of the Economy. Luxair S.A., in its capacity as a tour organiser (LuxairTours), has adhered to the dispute resolution of the CLLV. Further information can be found at: https://www.ulc.lu/fr.

Please also note that the European platform for online dispute resolution is made available to consumers by the European Commission and is dedicated to the online resolution of disputes arising from transactions concluded online. This platform is available at the following address: http://ec.europa.eu.