Complaints Policy

Last updated: April 2026

At Ethiopian Flights (a trading name of Outlook Travel Ltd), we are committed to providing a high standard of service. We take all complaints seriously and aim to resolve them promptly and fairly.

1. How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us as soon as possible using the details below:

When making a complaint please include:

  • Your full name and contact details
  • Your booking reference number
  • A clear description of your complaint
  • Any supporting documentation or correspondence

2. Our Response Timeline

  • We will acknowledge your complaint within 2 business days of receiving it.
  • We aim to provide a full response within 14 days.
  • For complex complaints, we may require up to 28 days and will keep you informed of progress.

3. Escalation

If you are not satisfied with our response, you may escalate your complaint to:

Civil Aviation Authority (CAA) — ATOL Complaints

For complaints relating to ATOL protection or flight-inclusive packages:
www.caa.co.uk

Alternative Dispute Resolution (ADR)

As a travel agent, we are committed to resolving disputes fairly. If we are unable to resolve your complaint to your satisfaction, you may be entitled to refer the matter to an independent ADR scheme.

Citizens Advice

For general consumer advice:
www.citizensadvice.org.uk or call 0808 223 1133

4. Contact Us

Outlook Travel Ltd (trading as Ethiopian Flights)
40 Arundel Gardens, Ilford, IG3 9SX, United Kingdom
Companies House No: 16776445
ATOL No: 3853 (via Brightsun Travel UK Ltd)
Email: reservations@ethiopianflight.co.uk
Phone: +44 20 3355 7411