Complaining about airports and airlines
How to make a complaint about an airport or airline
Aviation Dispute Resolution (a division of The Retail Ombudsman) is approved by the Civil Aviation Authority (the aviation regulator) to operate as an ADR body for consumers who use the services of an airport and/or airline. If you’ve had a dispute with an airport or airline and are looking to escalate your complaint for a swift resolution we are here to help you get your dispute resolved.
Before making a complaint
Please note that to be eligible to make a complaint against an airport or airline, you must have already complained to the airport or 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.
Which complaints does the airline sector cover?
The airline sector covers complaints against any major airlines, budget airlines or international airlines where the flight in question arrived or departed (or was due to arrive/depart) from a UK airport.
For more information about Airline Dispute Resolution, please view our FAQ page.