Welcome to our online Airline complaints portal. To proceed with your complaint please follow the 6 steps below and provide all of the information requested.
Please note: this is the complaint form applicable to complaints about airlines only.
To be eligible to make a complaint against an airline, you must have already complained to the airline directly in writing and either received a final written response (sometimes referred to as a ‘deadlock letter’) or given the airline eight (8) weeks to respond to your dispute. The Retail Ombudsman can only deal with unresolved complaints.
In order to complete this complaint form you will need the following information to hand:
You are required to agree to our terms stated on the declaration page.
This will confirm if your complaint is eligible to be processed at this time by asking you questions and for information about dates of the complaint.
Your full contact information.
Full contact information of the airline including name, phone and email details of the airline contact you have been corresponding with in regards to your complaint.
ABOUT YOUR COMPLAINT
Full details of the purchase or service.
Full details of the complaint.
Accurate dates of any purchase of goods/services, flight times etc.
If your complaint relates to a flight then we will require all information, including connecting flight information, flight numbers etc.
You will be asked to state your desired out come.
EVIDENCE & SUPPORTING FILES
Images of any receipts.
Any images to support your complaint.
Any email exchanges with the Airline, saved into a MS word document or a text file.
Scans or images of any physical letters.