Contact Us

Our team in Leeds is happy to answer questions about Airalo eSIM plans, compatibility, activation, and coverage. Use any of the contact methods below.

On this page:
  1. Contact Details
  2. Send a Message
  3. Complaints and Escalation
  4. Response Times

Contact Details

Office Address
AireloServe
19 Park Lane, Leeds LS1 2RQ
United Kingdom

Phone: +44 113 456 7894

Email: [email protected]

Office Hours: Monday–Friday, 09:00–17:30 GMT

What We Can Help With
  • Choosing the right Airalo plan for your trip
  • Device compatibility questions
  • Activation guidance and troubleshooting
  • Coverage questions for specific destinations
  • General eSIM technology questions
What We Cannot Help With
  • Airalo account access or password resets
  • Refunds on Airalo purchases
  • Technical device repair or hardware issues

Send a Message

Use the form below to send us an enquiry. We aim to respond within one business day.

Please enter your name.
Please enter a valid email address.
Please enter a message of at least 40 characters.
You must agree to the privacy policy.

Complaints and Escalation

If you are dissatisfied with our service, we want to know. Please follow the process below:

  1. Contact us directly: Email [email protected] with the subject line "Complaint" and a description of the issue. Include your name, contact details, and any relevant reference numbers.
  2. What to include: Date of contact, nature of the issue, what outcome you are seeking, and any supporting documentation.
  3. Response time: We aim to acknowledge complaints within 2 business days and provide a full response within 10 business days.
  4. Escalation: If you are not satisfied with our response, you may escalate to the relevant UK consumer protection authority.

For complaints about Airalo's service (plans, billing, coverage), contact Airalo directly via their app or website. AireloServe cannot resolve issues with Airalo's platform or products.

Response Times

Enquiry TypeExpected Response Time
General information enquiryWithin 1 business day
Technical guidance requestWithin 1–2 business days
Complaint acknowledgementWithin 2 business days
Full complaint responseWithin 10 business days
Data subject request (GDPR)Within 30 days

Response times apply on business days (Monday–Friday, excluding UK public holidays). Enquiries received outside business hours will be processed on the next business day.

FAQ Our Services