UK Complaints Procedure
If you reside in the United Kingdom or have a complaint relating to a flight which departed from London, please contact our UK based Customer Care department and we will be happy to help.
44 (0)20 8576 5505 option 2
We are confident that our Customer Care department will always attempt to resolve any complaint professionally and courteously. If you remain unhappy with our final resolution you can refer your complaint to the Aviation Dispute Resolution (operated by AviationADR) who is approved by the Civil Aviation Authority to provide an independent review of complaints and dispute resolution services. You will need to refer your complaint to the Aviation Dispute Resolution within 12 months after our final response.
AviationADR can be contacted as follows:
12 – 14 Walker Avenue
Stratford Office Village
Alternatively, you may use the European Commission’s electronic form: http://ec.europa.eu/odr