Make a complaint about an airline


 

Before making a complaint

Please note that to be eligible to make a complaint against an  airline, you must have already complained to the airport or airline directly in writing and either received a final written response (sometimes referred to as a ‘deadlock letter’) or given the airline eight (8) weeks to respond to your dispute. AviationADR can only deal with unresolved complaints.

Next steps

Make sure you have read all of the information on the right side so that you fully understand the complaints process and how we work. You can then click on ‘submit complaint’ below and complete our online complaint form. Alternatively you can request a paper form to be sent to you via the post. When completing the form please give us as much information as possible.

Which complaints does the airline sector cover?

The airline sector covers complaints against any major airlines, budget airlines or international airlines where the flight in question arrived or departed (or was due to arrive/depart) from a UK airport.

For more information about AviationADR, please view our FAQ page.

Please click here to download the AviationADR scheme rules (PDF)

Who we can hear complaints about?

AviationADR can accept complaints about any of our members listed here.

We can deal with most disputes between consumers and airlines, including disputes in relation to:

  • Denied boarding, delayed or cancelled flights
  • Damaged, lost or delayed luggage
  • Destruction, damage or loss of items worn or carried by a passenger
  • Problems faced by disabled passengers or passengers with reduced mobility
  • Issues of unfair trading
  • Pricing
  • Misrepresentation

Complaints we cannot deal with – IMPORTANT NOTES:

1) Before lodging a complaint with AviationADR you must first have complained direct to the airline and given them up to eight weeks to respond.
2) Complaints to AviationADR can be submitted without the need for any independent advice or third party representation.

AviationADR’s Principal Powers Are:

 a. to direct that a Member take, or desist from taking, such steps as he may specify, including the issuing of a formal apology to the Complainant;

b. to direct that a Member pay the Complainant a financial Award, in full and final settlement, not exceeding £25,000 by way of compensation for i) actual proven financial loss and/or aggravation, distress and/or inconvenience caused by the act(s) or omission(s) which was/were the subject matter of the complaint and/or ii) any reasonable proven costs incurred by the complaint in bringing the complaint.

If the provider is a member of AviationADR, they will be contractually obligated to implement our decision.

There are three ways to bring your complaint to AviationADR;

1. By post – if you do not have access to the Internet you can telephone 0203 540 8063 and ask one of our team members to post a complaint form to you. Send your completed form to AviationADR, 12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW.

2. Online – if you have access to the Internet you can file your complaint via our online portal. To access this, simply go to the homepage of the website and click on ‘File your complaint’. As soon as you have filed your complaint you will be taken to your own personal portal page. This page provides you with live information about your claim so that you can check the progress at any time of day.

3. By Telephone – by contacting our Aviation initial complaints team on 0203 540 8063.

Note: Upon submission of your complaint one of our Complaint Handlers will firstly determine whether your complaint falls within AviationADR’s jurisdiction. If it does not we will not be able to deal with your complaint and we will notify you in writing, within 21 days, of the reasons why.

Once accepted, your complaint will go through a 5-step procedure as shown below. You will be kept up-to-date with the progress of your complaint either via your personal online portal (if you have Internet access) or via post.

We will attempt to resolve your complaint initially by making a recommendation for a resolution to both yourself and the airport/airline. If either party disagrees with the recommendation, your complaint will be passed to an adjudicator for a final decision.

We aim to process all complaints within 60 days.

Consumers are not bound by our recommendations or decision unless you agree to be bound. If you do not agree to be bound and you are unhappy with the outcome, you can still take your complaint elsewhere (such as to court).

It’s important that you complete the complaint form as thoroughly as possible and that you provide as much supporting evidence as possible, such as:

  • Receipts
  • Photographs

AviationADR scheme rules

Please click here to download the AviationADR scheme rules (PDF)

AviationADR is a CAA-approved ADR provider

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Airline Dispute Resolution members:

image of delta logo - aviationadrimage of small planet airlines logo

Airport Dispute Resolution members:

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If you have a dispute with an airline or an airport which is not listed above, then please visit the CAA to find out if they are a member of another ADR scheme. Click HERE for more information.