If you’ve encountered issues with an airline, your first step should be to submit your complaint directly to the airline. This approach ensures your concerns are heard and addressed in the most efficient way. However, many airlines are unlikely to consider complaints submitted through third-party services such as Resolver or Claims Management Companies, which can complicate the process.
Step 1: Draft Your Complaint Efficiently
To simplify the process, you can use FlightResolver, a service that helps you draft a professional complaint quickly. Unlike claims agencies or third-party mediators, FlightResolver is not involved in representing your case, so you won’t face issues with airlines rejecting your complaint. You retain full control, and the airline will treat your complaint as if you submitted it directly. This not only speeds up the process but also ensures that your complaint is written clearly and effectively.
Step 2: Escalate If Necessary
If you’ve contacted the airline and received an unsatisfactory response, or they fail to reply within their stated timeframe, you can escalate your complaint through one of the following avenues:
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Alternative Dispute Resolution (ADR):
If the airline has an agreement with an ADR body, you can escalate your complaint to them. ADR bodies approved by the Civil Aviation Authority (CAA) can mediate and impose binding decisions on the airline, potentially securing you a favorable outcome. -
CAA’s Passenger Advice and Complaints Team (PACT):
If the airline is not part of an ADR scheme, you can turn to CAA’s PACT team. They will evaluate your complaint and may take it up with the airline, though they cannot impose a decision like ADR bodies can. -
Direct Legal Action:
If neither ADR nor PACT provides a satisfactory outcome, pursuing direct legal action is another option.
Remember, before escalating your complaint, you must have already written to the airline directly. Additionally, you will need to provide the ADR body or PACT with all relevant information to avoid delays.
Step 3: Be Cautious with Claims Agencies
While you can opt to use a claims agency, the CAA recommends dealing with the airline directly. Claims agencies often charge substantial fees, reducing the compensation you may ultimately receive. Following a recent ruling (Bott & Co vs Ryanair), it’s crucial to ensure that complaints filed by third parties are in your name, or they may be rejected by the airline for violating their terms and conditions.
If you decide to use a claims agency, keep the following in mind:
- Claims agencies should clearly display all applicable fees upfront.
- They must obtain a valid power of attorney signed by you to act on your behalf.
- Agencies should not engage in unsolicited telemarketing.
- Your personal data must be handled with care and not shared without your explicit permission.
In summary, the best way to handle airline complaints is to contact the airline directly—and for a stress-free start, consider using FlightResolver to draft your complaint quickly and efficiently. This approach gives you the best chance of success while avoiding unnecessary fees and complications.
For more information on escalating your complaint, visit the CAA’s website and consult their detailed process diagram.
