Transparency
How we collect and verify reviews
Under EU consumer law (Directive 2019/2161), anyone who displays reviews must explain whether and how they check that reviewers were real customers. This is our explanation, in plain language.
Who receives a review invitation
Every passenger whose claim reaches a final status receives one invitation: paid out, rejected by the airline after our efforts, or withdrawn. We do not pick customers we expect to be positive, and we do not send extra invitations to happy customers.
The invitation is sent automatically from our claim system on the day the status changes. It contains a one-time link that is tied to the claim reference, so one claim can produce one review.
How verification works
Reviews on Trustpilot and Kiyoh submitted through our invitation are marked as verified by those platforms; they check the invitation token and apply their own fraud detection. Reviews left there without an invitation are shown as unverified.
Reviews submitted on tomoclaim.com use the same one-time link. We check that the link matches a real claim with a final status before publishing. We do not verify identity beyond that, and we do not show full names.
What we never do
We do not write reviews ourselves, ask staff or family to write them, or pay for reviews. We do not offer discounts or rewards in exchange for a review. We do not scrape reviews from other websites.
We do not delete or hide published reviews based on their rating. We can ask a platform to check a review that violates its rules, for example one that contains personal data of a third party, but the decision is theirs.
How we handle critical reviews
A critical review is a signal that something in the claim process failed. We reply publicly within 5 working days, explain what happened, and describe what we changed. Our reply is shown under the review with its date.
If a reviewer later updates their review, the updated version replaces the old one at the next refresh.
Sources and refresh schedule
This site combines three sources: reviews published on Trustpilot (via the Trustpilot Business API), reviews published on Kiyoh (via the Kiyoh publication API) and verified reviews submitted on tomoclaim.com. Each card shows its source and links to the original where available.
The site is rebuilt at least once per hour. The score in the header is the plain average of all published reviews across sources, rounded to one decimal. We show no score until at least 10 verified reviews exist.
Policy last reviewed on September 29, 2026
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