Complaints & support
If you have a complaint or a question about a booking, a listing, or Akenna itself, these are the official channels — and this is exactly what happens to your message after you send it.
How to reach us
In-app support chat
A direct thread with the support team. The channel is open 24/7 for intake, and the conversation stays in your inbox.
Complaint / enquiry form
Pick “Complaint” — or any other subject — and write the details. You get your ticket id the moment you send it.
Write to us from any address. Every message sent here opens a ticket automatically and is acknowledged back to you.
What happens to your ticket
An automatic ticket id
Every message gets an eight-character ticket id. It appears in the app at once and reaches you by e-mail within a minute of submission. Keep it — it is the same number our team sees.
Reviewed by a person
The ticket enters our support queue and is reviewed by a member of the Akenna team. An automated reply is never a substitute for that review.
A status you can follow
Each ticket carries a status: open, under review, escalated, then resolved or dismissed with a reason. Follow it in the app’s inbox, or by replying to the acknowledgement e-mail.
If you are not satisfied
The Ministry of Tourism
If you are not satisfied with how Akenna handles your complaint, you may raise it with the Ministry of Tourism on the unified line 930. Escalating to the Ministry does not close your ticket with us or stop our review.
Our commitment
A published, regulated mechanism
Akenna provides this complaints mechanism under the Travel and Tourism Services Regulation, Art. 18/6. Our commitment: every complaint or enquiry is logged with a ticket id, acknowledged back to you, reviewed by a member of the team, and kept visible to you with its status until it is closed. We do not promise you a fixed reply time — we promise your message will not be lost.
Records are kept
Correspondence and records for a complaint — threads, e-mails and reports — are retained for at least one year, under the Travel and Tourism Services Regulation, Art. 18/10 and Art. 19/4. You can request a copy of your data at any time from your account settings.
Regulatory reference: the Travel and Tourism Services Regulation (Art. 18/6 · Art. 18/10 · Art. 19/4).