A2 TICKETS LTD (trading as “Lyria”)
Website: https://www.lyriaa.com
Last updated: 4 April 2026
Lyria is committed to fair and transparent complaint handling. This policy explains how to raise concerns about our booking facilitation services and how we respond.
Transport operations (delays, onboard service, safety incidents, baggage) are primarily the responsibility of the Carrier. Where your complaint relates to the carriage itself, you should contact the Carrier using the details on your ticket or confirmation. We can help facilitate contact where reasonable.
This policy covers complaints relating to:
bookings made via https://www.lyriaa.com;
our customer service;
the Platform’s functionality;
payment issues as between you, Lyria, and our PSP, where Lyria acts as disclosed agent in line with our Terms and Conditions;
refunds and cancellations as facilitated under our Refund & Cancellation Policy.
Email support@lyriaa.com with:
subject line including “Complaint” and your booking reference (if any);
your name and booking email;
a clear description of the issue and desired outcome;
supporting evidence (screenshots, correspondence).
Operating hours: Monday – Sunday, 10:00–19:00 (GMT).
Acknowledgment: we aim to acknowledge complaints within 12 working hours during Operating Hours.
Investigation: we may review booking records, communicate with B2B booking channels or Carriers where relevant, and request information from our PSP for payment-related issues.
Response: we aim to provide a substantive response within 14 calendar days. Complex cases may take longer; we will explain delays.
Our response will include:
a summary of your complaint;
our findings from the investigation;
our decision and the reasons for it;
any actions we will take; and
information about next steps if you are not satisfied.
Outcomes may include explanation, correction, goodwill gestures where appropriate, or escalation to Carriers/PSPs where required. Refunds of the Carrier Fare require Carrier confirmation under applicable rules. The Lyria Agency Fee is handled in line with the Refund & Cancellation Policy.
If your complaint relates to the transportation service itself (delays, onboard conditions, carrier staff conduct, or baggage), primary responsibility lies with the Carrier. However:
What we can do:
Provide you with the Carrier’s contact details;
Advise you on how to make a claim;
Forward your complaint to the Carrier on your behalf (if requested);
Facilitate refund claims where the Carrier has approved a refund (note: Carrier-approved refunds typically relate to the Carrier Fare only; the Lyria Agency Fee remains subject to our standard terms — see Refund & Cancellation Policy).
What you should do:
Contact the Carrier directly using the details on your booking confirmation;
Keep records of all correspondence;
If the Carrier does not respond within a reasonable time, contact us for assistance.
Before seeking external resolution (including through Citizens Advice, Trading Standards, or any alternative dispute resolution body) or initiating a chargeback or payment dispute with your bank or card issuer, you agree to first allow A2 TICKETS LTD a reasonable opportunity to resolve the matter through the internal complaint process set out in sections 3 to 5 above.
If you do not recognise a charge on your bank statement, please note that it may appear as A2 TICKETS, A2 TICKETS LTD, LYRIA, or a similar descriptor depending on your bank and our PSP configuration. Please contact support@lyriaa.com before disputing the charge.
We (and, where applicable, our PSP) may respond to chargebacks or payment disputes by providing evidence of your agreement to our Terms and Conditions, proof of ticket delivery, and records of any prior correspondence. This section does not affect any rights you may have under applicable consumer protection law.
You may request an internal review by replying to our response with reasons and additional evidence.
UK consumers may also seek advice from:
Citizens Advice: https://www.citizensadvice.org.uk — free advice on consumer rights
Trading Standards (contact through Citizens Advice) — can investigate breaches of consumer law
Small Claims Court — for claims up to £10,000 in England and Wales
EU consumers may use the EU ODR platform (https://ec.europa.eu/consumers/odr/)—participation does not guarantee alternative dispute resolution if we do not subscribe to a specific ADR provider.
For complaints about personal data, contact info@lyriaa.com (subject: “Data Protection Complaint”). You may complain to the ICO: https://www.ico.org.uk.
A2 TICKETS LTD (trading as Lyria) — Company No. 16987046
Phone: +44 20 4628 1830
Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Trading address: First Floor, Swan Buildings, 20 Swan Street, Manchester, M4 5JW, United Kingdom
© 2026 A2 TICKETS LTD (trading as Lyria). All rights reserved.