When something goes wrong with your flight, it can be frustrating enough trying to get the problem resolved, let alone having to worry about making a case for your complaint later!
That’s why we’ve put together this short article to help you identify what evidence to gather in order to give your flight complaint the best chance of success – especially if you’re looking for a stress-free way to escalate matters out of court with an Alternative Dispute Resolution (ADR) scheme such as AviationADR!
So, what evidence do you actually need?
Read on to find out more!
… Or watch our latest video on the topic instead:
By the way, if you have an unresolved Flight Complaint…
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.
Start by telling the whole story
Even before we get to the actual proof you might need, it’s always beneficial to establish a clear timeline of events in your own statement. This will save you loads of time when filling out complaint forms – whether for the airline/airport themselves, or for an ADR provider like us!
The strongest complaints are usually those with a clear picture of what happened from beginning to end:
- What happened?
- What did the airline/airport say/do?
- What did it cost you?
You do not need to use complicated legal language!
A straightforward explanation supported by relevant evidence is much more useful than a long statement containing information that is not directly related to the dispute.
The essential evidence for most flight complaints
Whatever type of flight complaint you have, there are some documents and details that are always going to be useful. Let’s start with the basics!
1. Your booking & flight details
Include:
- Your booking reference
- Flight number(s)
- Date of travel
- Departure and arrival airports
- Passenger names
- Your ticket or e-ticket
- Boarding pass(es), if available
- The name of the airline
- Details of any connecting flights
These details help establish exactly which flight and booking your complaint relates to.
If you travelled as part of a larger booking or group, make sure it’s clear which passengers your complaint concerns!
2. Your correspondence with the airline/airport
Keep copies of everything you send and receive about your complaint.
This could include:
- Emails or letters
- Online complaint forms
- Screenshots of online conversations
- Social media messages
- The airline’s Final Written Response or Deadlock Letter
If you spoke to someone by telephone, make a note of:
- The date and time of the call
- Who you spoke to, if you know
- Any reference number provided
- What you were told
- What action the airline or airport said it would take
A clear record can help establish when you raised the issue and how the airline or airport responded.
Evidence for delayed flights & cancelled flights
Flight disruption is one of the most common reasons passengers make complaints.
If your flight was delayed or cancelled, keep as much evidence as possible showing what happened and when.
Along with the aforementioned essential evidence, consider also providing:
1. Photographs and videos
Take clear photographs at the airport, showing:
- The airport departure-board with the delay/cancellation on it
- Notifications showing the scheduled and actual flight times
These can help clearly demonstrate your lived experience of the issues with your flight on the ground!
2. Communication on the day
If the airline gave you a reason for the disruption while you were there, keep anything showing what you were told – and especially anything you were promised!
- Evidence of when you were told about the cancellation or delay
- Details of any replacement flight offered
- Records of conversations with airline or airport staff
Evidence for denied boarding or being bumped off a flight
If you were unable to board a flight despite having a booking (such as when your flight has been overbooked), gather specific evidence showing what happened!
- Boarding pass, if one was issued
- Check-in confirmation
- Evidence of when you arrived at the airport
- Emails or messages from the airline
- Photographs or screenshots showing relevant information
- Any written explanation given by the airline
- Details of what airline staff told you
- Evidence of an alternative flight offered to you
If you believe you were refused boarding for a reason that was incorrect or unfair, explain what happened as clearly as possible and provide any evidence that supports your account.
Evidence for lost, damaged, or delayed luggage
If your baggage was lost, delayed or damaged, keep the documents you received at the airport and any evidence showing the condition of your belongings!
This might include:
- Your baggage tag
- Boarding pass
- Baggage receipt
- Property Irregularity Report (PIR), where applicable
- Photos of damaged luggage
- Photos of damaged or missing contents
- Correspondence with the airline
- Delivery records for delayed baggage
- Evidence showing when your baggage was returned
- Receipts for essential replacement items
- Receipts or other evidence for damaged or missing belongings
If you had to buy essential items because your baggage was delayed, keep the receipts and make a note of why the purchase was necessary!
If your baggage was damaged, photographs taken as soon as possible can help show its condition.
Show how you calculated your loss
If you are asking for money to cover a loss or expense, it’s a good idea to explain how you arrived at the figure so there’s no room for confusion!
For example:
Essential food & drink: £85
Additional transport: £40
Hotel cost caused by disruption: £120
Total claimed: £245
… And then provide the receipts or other documents supporting the figures.
A clear calculation makes it easier to understand exactly what you are asking the airline/airport to pay and why.
What if you don’t have every document?
It’s not the end of the world! You can still make a complaint – or escalate with ADR schemes such as AviationADR – no matter whether you tick every box in this article, or none.
The whole point of evidence is that it serves to support your claim, and help prove what happened – but that’s not to say that you wouldn’t have a strong case already with only a few important pieces of evidence!
Just provide what you do have and explain anything that is unavailable.
The most important thing is to be honest about what evidence is available and provide alternative supporting information where you can.
I have a flight complaint! How do I get started with AviationADR?
Once your evidence is together, 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
Take a little time to read through our site so you understand the process and what’s required. Getting your evidence together at the start is what helps us deal with your complaint as quickly and fairly as possible!
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