First, you should take your complaint directly to the airline or airport.
If you have already done this and are dissatisfied with the response they have provided, you can
refer your complaint:
For a visual representation of
this process, see our process diagram.
Both ADR bodies and PACT will advise you on whether they think you have a valid complaint, and
if so will take it up with the business concerned. However, PACT cannot impose a decision on an airline while CAA-approved ADR bodies can.
Before contacting either, you will need to have written to the company concerned first, and
provide either the ADR body or PACT with all the relevant information. Make sure you read these
webpages carefully to avoid unnecessary delays in resolving your complaint.
The CAA recommends that consumers seeking to make a complaint should complain directly to the airline or airport concerned. Although consumers are entitled to use third parties, including claims agencies, to assist them with their complaint, such agencies typically charge consumers a fee for this service which can often be a significant proportion of the compensation amount being sought.
The European Commission has published an Information Note for passengers making claims under Regulation 261/2004 to protect them and help them to make informed choices if they are considering using a claims agency. The key points made by the Commission are that:
Read all @UK_CAA
Civil Aviation Authority launches review of airlines’ allocated seating policies
2 February, 2018
Thousands more airline passengers are now receiving compensation thanks to Alternative Dispute Resolution
27 December, 2017
Consultation: CAA proposes guidelines for airlines on improving assistance to people with hidden disabilities
21 November, 2017
Read all News
Passengers with hidden disabilities
8 December, 2016
Holiday travel tips
7 December, 2016
'Saturday Night' at 30,000ft
24 August, 2016
Read All Blogs