As per Seatfrog’s Terms of Service, we are responsible for providing the upgrade platform and the delivery of the product purchased by the customer (e.g. an upgrade) to the customer.
Upgrades are offered and managed by the company you are travelling with. If you are not satisfied with the service provided by the company, please:
- notify Seatfrog within 48 hours by emailing firstname.lastname@example.org and
- notify the relevant company:
The company is then responsible for responding to your complaint and, if appropriate, providing a refund for any product purchased.
Our office hours are 08:00 - 18:00 Monday to Friday, with additional customer support provided between 18:00 and 22:00, and on weekends from 09:00 to 17:00.
Our complaints policy
We are committed to providing a high-quality service to all our customers. When something goes wrong, we encourage you to tell us about it. This will help us to improve our services.
Seatfrog will always try to address your comments and concerns in a fair and reasonable way, and in accordance with our customer service charter.
If you have a complaint, please contact us from the email address used to register with Seatfrog, by emailing email@example.com.
What will happen next?
We will send you an email acknowledging receipt of your complaint within fourteen working days of receiving it.
Depending on the nature of your complaint, we will either address it internally or refer you to the relevant company.
If your complaint is dealt with by Seatfrog, a member of the customer services team will investigate and may contact you for more information to help clarify and investigate the issue.
We aim to provide an outcome within 20 working days of receiving your initial complaint. If we need longer to investigate the complaint we will endeavour to keep you informed of any changes.
Once an outcome has been provided, if you are still not satisfied, you should contact us again and we will arrange for a member of our management team to review the decision.
Upon further review, we will aim to give a final outcome within 14 days.