At A2 TICKETS LTD (trading as “Lyria”), we are committed to providing excellent service to all our customers. However, we understand that sometimes things may not go as expected. This Complaint Policy explains how you can raise a complaint and how we will handle it.
We take all complaints seriously and aim to resolve them fairly, promptly, and transparently.
This policy covers complaints relating to:
Please note: Complaints about the actual transportation service (such as delays, onboard conditions, or carrier staff conduct) should be directed to the relevant transportation carrier. We can assist you in contacting the carrier if needed.
Please note that Paddle.com is our authorized Merchant of Record. The financial transaction is handled by Paddle, and your bank statement will display “PADDLE.NET * LYRIA” for these transactions. Complaints specifically related to payment processing or billing errors will be investigated in coordination with Paddle. Please note that the “booking fee” shown at checkout is our non-refundable Service Fee, as it covers the retail facilitation and administrative costs of processing your booking through our Platform (operational costs associated with providing our platform, including payment processing, reservation management, customer support, and system maintenance).
You can submit a complaint by:
To help us investigate your complaint quickly, please provide:
We aim to acknowledge receipt of your complaint within 12 working hours during our Operating Hours (Monday – Sunday: 10:00 – 19:00 GMT).
We will investigate your complaint thoroughly. This may involve:
We aim to provide a full response within 14 calendar days of receiving your complaint.
If your complaint is complex and requires more time, we will:
Our response will include:
Depending on the nature of your complaint and our findings, we may:
If you are not satisfied with our initial response, you can request an internal review. Please email us at support@lyriaa.com with:
A senior member of our team will review your complaint and respond within 14 calendar days.
If you remain dissatisfied after our internal review, you may have the following options:
For UK Customers:
For EU Customers:
Before seeking external resolution or initiating a bank dispute, you agree to allow Lyria to resolve the matter through the internal process outlined in Section 4. If you do not recognise a charge, please note that it will appear on your statement as “PADDLE.NET * LYRIA” as stated in our policies. We may dispute chargebacks by providing evidence of your agreement and of delivery.
In accordance with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, we inform you that A2 TICKETS LTD aims to resolve all disputes through our internal complaint handling process. Currently, we do not subscribe to a specific ADR scheme as we find direct communication with our customers is the most effective way to reach a fair resolution. However, we remain open to participating in such schemes if a dispute cannot be resolved internally.
We believe that most complaints can be resolved directly between us and our customers through our internal complaint handling process. We are committed to resolving complaints fairly and promptly without the need for third-party intervention.
For customers in the European Union, the European Commission provides an Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr/
This platform is designed to help consumers and traders resolve disputes about online purchases. However, please note that as we do not participate in ADR schemes, submitting a complaint through the ODR platform may not result in dispute resolution.
Our email address for ODR purposes: support@lyriaa.com
If your complaint relates to the transportation service (delays, onboard service, etc.), it is the responsibility of the Carrier. However, if your complaint relates to the non-receipt of a ticket, Lyria is responsible for delivery within 12 hours of payment. If you do not contact us regarding non-receipt before initiating a bank dispute, we will provide proof of email delivery to the Merchant of Record.
What we can do:
What you should do:
If your complaint relates to how we handle your personal data, please refer to our Privacy Policy.
You can also contact:
If you are not satisfied with our response, you have the right to complain to the Information Commissioner’s Office (ICO):
We keep records of all complaints received and how they were resolved. This helps us:
Complaint records are retained in accordance with our Privacy Policy.
We are committed to: