Complaints form

If something went wrong with your shipment, tell us here. When you send it, you will receive a complaint number and proof of submission by email.

Your details

Your proof of submission and our reply will be sent here.

Your booking

You will find it in the confirmation email and on your voucher. If you enter it, we will find your shipment sooner.

Reason for the complaint

What happened

Tell us what happened, when, and what you saw when you received your luggage.

If you like, tell us what you would like to be done.

Photos, videos and documents (optional)

Photos and PDFs: up to 10, max. 10 MB each (JPG, PNG, WEBP or PDF). Videos: up to 3, max. 100 MB each (MP4 or MOV).

    Data protection
    Controller:
    Teneryfa Apart S.L. (Transotel).
    Purpose:
    to handle your complaint and reply to you.
    Legal basis:
    the legal obligation to handle complaints.
    Recipients:
    the transport company that carried the shipment, if needed to process it, and the consumer authorities, if they request it.
    How long:
    while it is being processed and, after that, for as long as the law requires.
    Your rights:
    to access, rectify or erase your data, among others. You will find everything in our privacy policy.

    What happens next

    1. You receive the proof of submission with your complaint number.
    2. We review it and, if needed, pass it on to the transport company.
    3. We reply by email as soon as possible and within one month at the latest.