COMPLAINTS

At Alsa, excellence means fulfilling our commitments to all stakeholders in our business activity. These commitments are set out in our Sustainability policy .

Alsa is firmly committed to responding to and resolving any complaints and claims made by our customers and users. To do so, a specific procedure with all the necessary resources is in place and is currently being certified under UNE-ISO 10002:2018.

This user-centred procedure is based on the following principles:

• Ease of access to information and related activities.
• Transparency, objectivity, integrity and confidentiality in information processing.
• Free of charge.
• Quick response.

Our qualified team are available to handle your complaints, suggestions and claims 24 hours a day.

The system is subject to ongoing supervision, monitoring and improvement to guarantee its efficacy and suitability in meeting users’ needs and expectations.

At Alsa, we are committed to:

• Confirming the receipt of your complaint immediately, for communications submitted via digital forms or by telephone.

• Handling your complaints and claims within 4 business days of receipt. We commit to answering all claims within this period and, in any case, ensuring there are no more than 3 consecutive months in which all claims are not answered within this timeframe, in which case appropriate corrective measures will be established to rectify the variance.

RECEIPT

You can make a complaint or claim via the channels listed above.

Please provide the following information to ensure that we can process your claim effectively:

• Name and surname(s).
• Email address, telephone number or other means of contact.
• Booking reference, if available. You can also use the suggestion form , providing the origin/destination, date and time of your journey in addition to the information listed above.
• Detailed information about the reason for your complaint.

INVESTIGATION AND RESOLUTION

At Alsa, we will launch an internal investigation into the incident to gather as much information as possible on what happened and why. The relevant managers will offer you the best possible solution to your complaint.

At Alsa we are committed to:

• Confirm receipt of your complaint immediately, for those communications submitted through digital forms or by telephone.
• Handling your complaints and claims within 4 business days of receipt. We commit to answering all claims within this period and, in any case, ensuring there are no more than 3 consecutive months in which all claims are not answered within this timeframe, in which case appropriate corrective measures will be established to rectify the variance.

During this time, you can check the status of your complaint at any time:

• either by responding directly to the electronic acknowledgment of receipt that has been sent to you, indicating the reference of your claim;
• or by calling (+34) 910207007, providing the assigned reference.

We will also ask about your satisfaction with the service you have received and with the resolution of your complaint.

ANALYSIS AND IMPROVEMENT

At Alsa, we analyse compliance with our commitments on the speed and quality of our customer service on a monthly basis, and make regular improvements to the procedure for our users.