How to make a complaint about an airline
Airline 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 aviation consumers. If you’ve had a dispute with an airline and are looking to escalate your complaint for a swift resolution we are here to help you get your dispute resolved.
You may have a problem or dispute with a product or service regarding an airline i.e. the flight was delayed or cancelled, loss or damage of luggage or the service you received was unsatisfactory. If this is the case, and you have already complained to an airline, you can use our ‘airline’ complaint form to get your complaint process started.
Before making a complaint
Please note that 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.
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.
Airline Dispute Resolution scheme rules
Please click here to download the Airline Dispute Resolution scheme rules (PDF)
Airline Dispute Resolution members:
Air Canada rouge
South African Airways
How to make a complaint?
You can make a complaint online by clicking the red button below or by filling out a paper version which can be downloaded here.