Complaints procedure

A flight booked through Norba involves two parties, and a complaint is resolved fastest when it reaches the one responsible:

If you are not sure who is responsible, write to us: we will tell you, and pass your complaint on to the airline's customer service where we can.

Write to hello@norba.io, in English or Spanish. To let us answer at once, include:

• your name and the email address of your account or booking;
• the booking reference or order number, if there is one;
• what happened, when, and what you would like us to do;
• any screenshots or documents that help — but never a full card number, a password or a passport scan.

• We confirm that we have received your complaint.
• If you are a consumer, we reply in writing within 15 days, with our answer or, if we need information from an airline to give one, with what we have done and when you will hear from us.
• A request about your personal data is answered within one month, as the GDPR requires; that can be extended only in the cases the GDPR allows, and we tell you if it is.
• Complaints from businesses using the API are answered within a reasonable time, depending on their complexity, and we tell you the outcome and our reasons.

Complaints are answered by a person. Making one costs nothing, and does not affect how we treat you or your bookings.

If you are a consumer and we have not resolved your complaint, you can take it to an independent body, free of charge:

• Consumer Disputes Committee (Tarbijavaidluste komisjon), Estonia — the alternative dispute resolution body for consumer disputes with traders established in Estonia, such as NORBA TRAVEL OÜ: komisjon.ee, or through the self-service portal of the TTJA, www.ttja.ee.
• The European Consumer Centre in your country, which helps with disputes with a trader in another EU country — in Estonia, the ECC Estonia at the TTJA; in Spain, the Centro Europeo del Consumidor en España.

For a complaint about the flight that the airline has not resolved, the body to go to is the national enforcement body for air passenger rights of the country where the flight departed, or of the place of the incident — in Estonia the TTJA, in Spain AESA (Agencia Estatal de Seguridad Aérea), www.seguridadaerea.gob.es, which also resolves passenger disputes with airlines out of court.

The EU online dispute resolution (ODR) platform no longer exists: it was closed on 20 July 2025. The bodies above are the route instead.

You can always go to court instead, or afterwards. The Terms of Service (clause 22) say which courts; as a consumer you can bring proceedings in the country where you live.

If you are a business using the API and disagree with a decision we made about your account — restricting a key, suspending access, refusing a go-live request — tell us at hello@norba.io. We review the decision, tell you the result and the reasons for it, and correct it if we were wrong. If we cannot agree, the Terms of Service (clause 22) say which law and courts apply.

• Data protection: you can complain to a supervisory authority at any time, without coming to us first — the Privacy Policy (clause 7) names them.
• Illegal content: the Legal Notice (clause 4) explains how to notify it.
• Security vulnerabilities: see Security and responsible disclosure.
• Accessibility: see the Accessibility Statement.