Advice on where to direct a complaint and the type of information you should provide.
If you need to complain about an airline or airport, here are a few suggestions to try and make sure your complaint is dealt with properly.
Check the airline or airport's website to find out the best way of complaining; some prefer you to write, some to email and others prefer you to fill in an online form. Be aware that if you fill in an online form, you may not be sent a copy of this, so print out the form before you submit it, or copy the text into an email you send yourself.
Briefly explain what went wrong. Include your flight number, date of travel, and reservation reference. See our checklist below for things to include. State what you want in terms of compensation and/ or reimbursement. We have a standard letter for you to use if you have had a delayed flight, but some airlines may require you to fill in a specific claim form, so you may wish to check this before you write to them.
If you are unable to resolve your problem, you can contact the CAA's passenger advice and complaints team.
The covering letter setting out your claim or complaint should include:
This could include emailing yourself a copy of the text from any online form if this is how the airline requires correspondence to be submitted to them.