Something Went Wrong: How to Raise It and What Happens Next

Email support@forare.eu with your booking reference and a clear description of what happened. That's the first and required step — we acknowledge within 2 working days and give you a decision within 14 days. Being specific about the trip, the date and what went wrong helps us look into it properly rather than delay while we track down the details ourselves.

We look at the actual trip — driver reports, flight tracking data if relevant, timing — rather than take either side's account alone. If something on our end genuinely went wrong, we say so and put it right; that might mean a refund, a partial refund, or another resolution depending on what actually happened.

You can take the matter to Allmänna reklamationsnämnden (ARN), an independent public body that reviews consumer disputes free of charge. We follow ARN's recommendations. Swedish consumers can also get free guidance from Hallå konsument, and consumers from other EU countries from ECC Sweden — both are independent of us and exist specifically to help with exactly this kind of situation.

• Your booking reference, from the confirmation email
• The date and route of the trip in question
• A clear, specific description of what happened, with times if you have them
• What outcome you're looking for, if you have a clear view on it

You shouldn't need to chase repeatedly for a response, or explain the situation from scratch to a different person each time. One clear email with your booking reference is enough to start the process, and the timeline — acknowledgement within 2 working days, a decision within 14 — is something you can hold us to, not a vague promise. If you're not hearing back within that window, it's entirely reasonable to follow up and reference the original email.

It's worth flagging even a minor issue rather than letting it go unmentioned, because the only way anything gets corrected — for you or for the next traveller in the same situation — is if it's actually reported. A complaint isn't treated as a confrontation on our side; it's information about something that didn't go the way it should have, and we'd genuinely rather know about it and put it right than have it go unsaid.