Website: www.lyriaa.com
Last Updated: February 3, 2026
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:
Bookings made through www.lyriaa.com
Our customer service
Our website and platform
Billing and payment issues
Refund requests
Any other aspect of our services
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.
2.1 Role of the Merchant of Record
Please note that Paddle.com is our authorized Merchant of Record. While we manage your bookings and provide customer support, the actual financial transaction is handled by Paddle. Complaints specifically related to payment processing, billing errors, or VAT/tax on invoices will be investigated in coordination with Paddle’s support and compliance teams.
You can submit a complaint by:
Email: support@lyriaa.com
Subject line: Please include “Complaint” and your booking reference (if applicable)
To help us investigate your complaint quickly, please provide:
Your full name
Your email address (used for the booking)
Booking reference number (if applicable)
Date of booking or travel
Clear description of your complaint
What resolution you are seeking
Any supporting documents (e.g., screenshots, correspondence)
We will acknowledge receipt of your complaint within 48 hours (excluding weekends and public holidays).
We will investigate your complaint thoroughly. This may involve:
Reviewing your booking details and interaction history;
Examining our internal records;
Contacting Paddle.com to verify transaction data, payment status, or billing history for payment-related grievances;
Consulting with the relevant transportation carrier (if applicable);
Consulting with relevant team members.
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:
Inform you of the delay
Explain why more time is needed
Provide an estimated response date
Keep you updated on progress
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
Information about next steps if you are not satisfied
Depending on the nature of your complaint and our findings, we may:
Provide a full or partial refund
Offer a rebooking or credit
Apologize and explain what went wrong
Take steps to prevent similar issues in the future
Explain why we cannot uphold your complaint
If you are not satisfied with our initial response, you can request an internal review. Please email us at support@lyriaa.com with:
Your original complaint reference
Reasons why you are not satisfied with our response
Any additional information or evidence
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:
Citizens Advice: 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
For EU Customers:
European Consumer Centre (ECC-Net): https://ec.europa.eu/info/live-work-travel-eu/consumer-rights-and-complaints/resolve-your-consumer-complaint/european-consumer-centres-network-ecc-net_en
Online Dispute Resolution (ODR) Platform: https://ec.europa.eu/consumers/odr/
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 itself (e.g., delays, cancellations by the carrier, onboard service, baggage issues), this is the responsibility of the transportation carrier, not A2 TICKETS LTD.
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)
Assist with refund claims where the carrier has approved a refund
What you should do:
Contact the carrier directly using the contact details on your booking confirmation
Keep records of all correspondence
If the carrier does not respond, contact us for assistance
If your complaint relates to how we handle your personal data, please refer to our Privacy Policy.
You can also contact:
Email: info@lyriaa.com (subject: “Data Protection Complaint”)
If you are not satisfied with our response, you have the right to complain to the Information Commissioner’s Office (ICO):
Website: www.ico.org.uk
Telephone: 0303 123 1113
We keep records of all complaints received and how they were resolved. This helps us:
Track complaint trends
Identify areas for improvement
Ensure consistent handling
Meet regulatory requirements
Complaint records are retained in accordance with our Privacy Policy.
We are committed to:
Treating all complaints fairly and impartially
Responding promptly and keeping you informed
Learning from complaints to improve our service
Training our staff on effective complaint handling
Reviewing this policy regularly to ensure it remains effective
Company registered in England and Wales
Brand Name: Lyria
Legal Entity: A2 TICKETS LTD
Company Registration Number: 16987046
Email: support@lyriaa.com
Website: www.lyriaa.com
Registered Address: 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. All rights reserved.