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 do not have the legal powers to
impose a solution on an airline while CAA-approved ADR bodies do.
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.
RT @ATOLprotected: Whether it's on paper or online, always keep your #ATOL certificate handy when holidaying abroad. #Travel https://t.co/V…
an hour ago
Want to complain about a flight? Find out how alternative dispute resolution services can help you > https://t.co/JkMBfy5ck3 #airpassengers
9 days ago
Experienced a flight delay? Information about your rights during disruption is available at> https://t.co/A9vK7HGKkp #airpassengers
16 days ago
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