If after receiving a final response from us you still feel your complaint is unresolved, you may choose to refer your complaint to an independent dispute resolution service, Airline Dispute Resolution by Consumer Dispute Resolution Ltd, who are approved by the UK Civil Aviation Authority.
This service is free to our customers, and we will be bound by the outcome of the referral. You will need to refer your complaint within 12 months after our final response, confirming we have reached a state of deadlock.
Their contact details are:
Airline Dispute Resolution
12-14 Walker Avenue
Stratford Office Village
Milton Keynes MK12 5TW
Tel: 0203 540 8063
A European online dispute resolution platform exists to facilitate access to Alternative Dispute Resolution (ADR) for complaints: http://ec.europa.eu/odr. Using this route will also direct you to Airline Dispute Resolution however it may increase the time to process your complaint.
Because of data protection rules and our own commitment to confidentiality, we can only communicate with the passenger whose name appears in the booking, or their appointed representative upon receipt of written permission.
All complaints and claims are logged into our database and allocated to one of our Customer Care Advisors. who will investigate and then respond to you either by phone, email or letter no later than 28 days after you have received your acknowledgement.
Our Customer Care Advisors will also give you their name and contact details for any follow-up.