If you need to complain, here are a few suggestions for trying to make sure your complaint is dealt with properly.

When it happens

• Try to speak to someone on the spot. They might be able to sort out your problem straight away.

• Try to find out who is responsible for what went wrong (it may not be the airline).

• Make a note of staff names if necessary, times and any other relevant information. You will have a better a chance of getting redress if you have all the facts.

After you get back

• Check the airline’s website to find out the best way of complaining; some airlines prefer you to write, some to email and others for you to fill out an online form.

• Briefly explain what went wrong, including a summary of the facts, as well as your flight number, date of travel and reservation reference. Say what you expect to be done about your complaint. If you want compensation, say so, and say how much you expect.

• Be reasonable. Don’t be aggressive or sarcastic. Remember that the staff dealing with your complaint did not cause your problem; you are trying to get them on your side. And they have seen it all before: they are not going to be frightened by threats.

• If you are complaining by letter, address your letter to the customer relations department of the airline, the tour organiser or operator of your package holiday, or the airport (depending on whose services you are complaining about).  You can always take your complaint higher later if you are not satisfied with the response you get from the customer relations department. Writing to the Chief Executive first will slow things down. And if the Chief Executive turns down your request for compensation from the outset, it is unlikely that anyone else in the company will give a different response.

• Keep copies of all correspondence.

When can we help?

If you have already made a written complaint to an airline or airport, and you are not satisfied with the outcome, we may be able to help, though we have no powers to compel service providers to accept our views.We won’t take up a complaint on the basis of a telephone call (but you are welcome to call us first to see if there is anything we can do to help). So you will need to write or email, setting out all the details and including all copies of correspondence. 

If we take up your complaint but are not able to achieve a satisfactory outcome you may have to consider action in a County Court under Small Claims procedures.  In most cases, you should be able to take your case to a local County Court.  A Regulation that came into force on 11 January 2009 sets out procedures for making a claim to a court in another Member State of the EU*, should you need to.  You will be able to get guidance on making small claims (whether in the UK or in another EU* country) from your local Citizens' Advice Bureau or Court, or from the Court Service website:  www.hmcourts-service.gov.uk.

We will not take up your complaint under these following circumstances

• If it is about a cancellation, delay or an instance of denied boarding and your flight is departing from another (not UK) EU* country. These complaints should be directed at the relevant National Enforcement Body in that country.

• We will not take up your complaint if it is against a tour operator or travel agent, but you can telephone us for advice if you are not sure.If you need help with a complaint against a tour operator or a travel agent find out if the company is a member of a trade association such as the Association of British Travel Agents (ABTA) or the Association of Independent Tour Operators (AITO). These associations have codes of conduct for their members. ABTA and AITO also offer arbitration procedures through which customers can pursue complaints. Your tour operator's brochure or travel agent's invoice will tell you if they are members of an association. But you should only approach one association for help.

• If you live in Northern Ireland you may like to contact:

General Consumer Council for Northern Ireland
Elizabeth House
116 Holywood Road
Belfast, BT4 1NY
Telephone / textphone: 028 9067 2488
E-mail: complaints@consumercouncil.org.uk

 

*This includes all EU Member States plus EEA countries and Switzerland.

For a list of EU Member States and EEA countries click here.