• 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.