They will need a written letter or email containing all relevant details, and copies of any correspondence, before they can officially take up a complaint, but you are welcome to call them first with any queries.
Email: contact consumercouncil. Online complaints form. The Claim Management Company, Flight Reclaim Ltd, has ceased trading and any ongoing cases registered by this company have been placed on hold. Any consumer that wishes to proceed with their case, or did not receive information from Flight Reclaim Ltd about the conclusion of their case and the Civil Aviation Authority's opinion, can email our passenger advice and complaints team at passenger.
The team will update the contact details on the case and proceed with cases that are within the team's remit. If you have been booked on a flight in the last three years that was cancelled or delayed by over 3 hours, we would like to hear how satisfied you were with your airline's response by filling in our survey. One of our key objectives is to improve choice and value when you fly.
We aim to promote competitive markets, help you make informed decisions and help you if you have a problem or complaint against an airline or airport. We provide advice about your complaints against airlines or airports.
We try to help resolve any disputes you have with an airline or airport and ensure you receive what you're legally entitled to. Although we always strive to provide a response as soon as possible, this is subject to receiving a prompt response from the airline. Our responses may also be delayed during widespread disruption, for instance if UK airports are closed due to snow, when we receive more enquiries than usual. Where we think that a passenger has a genuine case against an airline, we will do our best to secure a solution as quickly as possible.
However, we are not able to resolve all complaints. For example if:. Before complaining, please check whether or not your issue is covered by PACT. Please review our information on how to resolve travel problems. The information you supply to us will be used by us to provide advice or resolve your complaint. We will use and look after your personal information in accordance with our General Privacy Notice. If you have a complaint about how we manage your personal information, please tell us.
If we cannot resolve the issue you also have the right to refer your complaint to the Information Commissioner's Office. Enquiries involving sensitive data about you or another person are handled with care and in accordance with our data protection obligations. For further information see our Fair Processing Notice for more information.
If it is necessary for you to send supporting documents to our offices, it is important that you do not send original documentation as we routinely destroy all paperwork using a secure method once it has been scanned into our electronic systems. ATOL announces extension of protection for refund credit notes 23 October, Safety first 13 May, International Civil Aviation Day 7 December, International Day of Persons with Disabilities 1 December, Screen Reader Navigation Skip to main content Skip to content summary Skip to section navigation Skip to site navigation Skip to site search Skip to footer.
Toggle navigation. Home Passengers. How the CAA can help If you are not satisfied with the response from your airline or airport.
Following a review of our complaint handling activities the Passenger Advice and Complaints Team PACT will only handle complaints related to: UK for delayed and cancelled flights, downgrade and denied boarding, UK about assistance for disabled and reduced mobility passengers, and The Montreal Convention for cases of lost, delayed or damaged baggage.
How to submit a claim to the CAA Please use our online form to send us the details of your complaint against the airline or airport, this will tell you if your complaint is one that we can help you with. If your bag was delayed : A list of the first need, essential items that you purchased while without your delayed baggage, along with associated dated and itemised receipts if your banking details are visible, please ensure they are redacted.
If your bag was lost : A list of the lost items with associated dated and itemised receipts if your banking details are visible, please ensure they are redacted. If you no longer hold receipts for these items, please provide information relating to the manufacturers name, product name, product cost, age of the item and further product information from the website of the manufacturer.
If your baggage was damaged : A list of the damaged items with photos of the damage, as well as associated dated and itemised receipts if your banking details are visible, please ensure they are redacted. If you no longer hold receipts for these items, please provide information relating to the manufacturers name, product name, product cost and further product information from the website of the manufacturer. Scans of these can be uploaded and attached to the online form. What to expect Please note that the below timeframes are a guideline and due to a large increase in the demand for our services our response times are taking longer than usual for us to process your complaint, we appreciate your patience while we work to reduce this.
Specific circumstances. Disruption caused by technical faults. Passengers with a disability or reduced mobility. Complaints from legal representatives. Complaints relating to travel agents and tour operators.
Health related complaints. Residents of Northern Ireland about a flight in or out of NI. Complaints relating to this should be addressed to the Consumer Council for Northern Ireland. Claim Management Companies. We understand that some consumers use claim management companies to assist with their cases. Further information.
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