There’s nothing more stressful (or frustrating!) than watching the clock tick while waiting in a long airport security queue.
Whether you’re travelling for business, heading off on holiday, or visiting loved ones, lengthy delays can leave you worried about missing your flight… Especially right now for anyone travelling to/from the EU, where there are major border control changes being implemented (such as introducing fingerprinting and facial recognition), which is causing lengthy delays for many!
If you’re one of the unlucky passengers who’s experienced significant delays at airport security, you may be wondering whether you can make a complaint, who you can complain to, and what to do if your complaint gets left unresolved by the airline/airport in question.
All will be answered below!
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.
Who Is Responsible for Airport Security?
Before we talk about what kinds of airport security issues could be raised as complaints, we first need to consider who would actually be responsible for those complaints.
Although your journey begins with your airline, airport security is usually the responsibility of the airport operator, not the airline.
Airports are responsible for managing security screening and ensuring they comply with government security requirements. This includes operating security checkpoints, managing passenger flow, and maintaining appropriate security measures.
Because airlines do not control airport security operations, they are generally not responsible for delays caused by long security queues.
Understanding this distinction can help ensure your complaint is directed to the right organisation from the outset.
Can You Complain About Long Security Queues?
In most cases, yes!
If you’ve experienced unreasonable delays or poor service while going through airport security, you can usually raise your concerns with the airport itself.
Your complaint might relate to issues such as:
- Excessively long waiting times
- Poor organisation or queue management
- A lack of information about delays
- Accessibility issues or inadequate assistance
- The conduct of security staff
- Insufficient staffing leading to significant delays
Each airport has its own complaints process, and providing as much information as possible – such as the date, time and terminal you travelled through – can help them investigate your concerns as efficiently as possible.
What If You Missed Your Flight?
Missing a flight because of delays at airport security can be particularly frustrating, but responsibility will depend on the circumstances.
If you arrived at the airport within the time recommended by your airline (this is usually between 2-3 hours before your flight) and still missed your flight due to unusually long security queues, you should be able to raise a complaint with the airport operator.
However, if you arrived later than the airline’s recommended check-in or arrival time, the airport operator may not be responsible for the consequences of missing your flight.
Every situation is different, and the outcome will depend on the individual facts of your case!
When Might the Airline Be Responsible?
Although airlines don’t usually control airport security, there are situations where a complaint may relate to the airline’s actions rather than the security delay itself.
For example, you may have grounds to complain to the airline if:
- They provided incorrect or misleading information about when to arrive at the airport
- An issue with the airline’s check-in or boarding process contributed to you missing your flight
- You experienced delays after checking in that were caused by the airline rather than the airport
In these situations, responsibility may lie with the airline, depending on the circumstances.
Can AviationADR Help?
AviationADR provides a FREE independent Alternative Dispute Resolution (ADR) service for eligible complaints between passengers and Participating Member airlines or airports.
This includes (but is not limited to) disputes relating to matters such as:
- Flight delays
- Flight cancellations
- Denied boarding
- Baggage issues
- Customer service complaints
How it works:
Essentially, you bring your complaint to us (after giving the airline/airport in question 8 weeks to respond to your complaint directly), and we take a look at all the information and evidence available from both sides. We then reach a decision on who’s owed what (such as compensation)… all within 60 days of declaring a Complete Complaint File!
For more in-depth information, please see our Complaints Process Guide!
We can handle most complaints that involve a Participating Member Airline or Airport, who has agreed to be bound by our decisions. At the current time of writing this, we have 2 Participating Member Airports:
- Humberside Airport
- London City Airport
If your airport security complaint took place in either of these airports, we’ve likely got you covered!
Even if it didn’t, it’s worth checking our Participating Members page to see what airlines are members of our scheme too, as if you flew with one of them when the issue occurred, they may also be responsible, and we thus may still be able to help you.
What Evidence Should You Keep?
If you’re considering making a complaint, keeping accurate records can make it easier to explain what happened later.
Helpful evidence may include:
- Your boarding pass and booking confirmation
- Photographs of unusually long security queues
- Screenshots showing the time
- Emails or messages from the airline
- Notes of what happened, including timings
- Any correspondence with the airport or airline
The more information you can provide, the easier it may be for the relevant organisation to investigate your complaint.
How Can You Reduce the Risk of Delays?
While security delays can’t always be avoided, there are a few steps you can take to reduce the likelihood of problems:
- Arrive at the airport within your airline’s recommended timeframe
- Check your airport’s website for any travel updates before you leave
- Have liquids and electronic devices ready for screening where required
- Allow extra time during busy travel periods such as school holidays and bank holidays
- Follow security guidance to help move through screening as efficiently as possible
I have an unresolved Airport Security Complaint… How do I get started?
You can lodge 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
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