When something goes wrong with your flight, you have the right to make a complaint. But it can be difficult to know whether the airport or the airline is responsible…
From delayed flights to damaged luggage, and accessibility concerns to delays at security, knowing who to direct your air-travel complaint to can save you time and help you get the right resolution faster.
While airports and airlines work closely together to keep passengers moving, they both have different responsibilities. Understanding the distinction can be difficult, but it’s the first step towards lodging – and resolving – your complaint.
Don’t worry – we’re here to help!
If you’ve hit a wall with an airline or airport, AviationADR offers a FREE, independent route to a resolution – approved by the Civil Aviation Authority to settle disputes between passengers and Participating Member airlines and airports across the UK and EU.
When is the airline responsible?
In most cases, when you’ve booked a flight, your contract will usually be with the airline. That means they’re responsible for delivering the service you’ve paid for (usually, getting you safely from point A to B)!
If your complaint relates to your booking, or the operation of your flight, the airline is usually the organisation you should contact first.
Common complaints that are usually the airline’s responsibility include:
Flight Delays and Cancellations
If your flight is delayed or cancelled, your airline is generally the one responsible for communicating with you, explaining your options, and meeting any legal obligations regarding care, assistance, refunds (or even compensation, where applicable!)
Denied Boarding
If you were refused boarding despite having a valid booking and meeting the airline’s requirements, your complaint should usually be directed to the airline.
Damaged, Lost or Delayed Luggage
Although baggage is handled by ground handling teams at many airports, responsibility for checked baggage usually rests with the airline. If your luggage is delayed, lost or damaged, your claim should normally be submitted to the airline that operated your flight.
Damage to Personal Belongings
If items you were wearing or carrying during your journey were damaged, lost or destroyed in circumstances for which the airline may be responsible, you should raise your complaint directly with the airline.
Accessibility and Reduced Mobility
Airlines have important responsibilities towards disabled passengers and passengers with reduced mobility during a flight, including but not limited to:
- Boarding arrangements
- Ensuring appropriate assistance
If you believe the airline failed to meet accessibility obligations during your journey, you should raise the matter with them.
Pricing and Misrepresentation
Complaints relating to ticket prices, hidden charges, misleading information, booking terms or how a service was advertised are generally matters for the airline.
When is the airport responsible?
Airports are responsible for managing the airport itself rather than operating your flight. It’s their job to keep things running smoothly on the ground!
Depending on the circumstances, your complaint may need to be directed to the airport for issues such as:
- Security screening (this may include queues)
- Terminal facilities and cleanliness
- Car parking
- Airport infrastructure (this may include accessibility provisions, such as escalators or wheelchair ramps)
If your complaint largely relates to one of these services, you will usually need to complain to the airport directly.
What if both the airline and airport were involved?
Travel disruption is not always straightforward. A single incident can involve the airline, airport, ground handling company and other service providers.
For example, while weather or air traffic restrictions may contribute to delays, the airline remains responsible for communicating with passengers and explaining their rights and available options.
It’s important to remember the airline/airport are not always responsible for the actual cause of the issue.
If in doubt, it’s always worth asking the airline or airport staff around you at the time – they’re there to help!
Or, if you’re already post-incident and considering bringing your complaint to an ADR provider (or court), but unsure who to blame, you can usually submit your complaint to the relevant body you deem appropriate, and they can then point you in the right direction if your complaint is someone else’s responsibility.
At AviationADR, we won’t penalise you just for trying to use our service!
How do I get started?
Once your evidence is together and you’ve directly complained to the airline/airport, you can escalate your complaint with us for FREE in whichever way suits you – through our online portal, our app, by post, or by phone:
> Start your complaint with AviationADR
> What to do before you come to us
Take a little time to read through our site so you understand the process and what’s required. You’ll be an expert in no time!
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