If you for any reason are unhappy with our final response to your complaint, you can refer your complaint to the local consumer body for inquiries. Contact the applicable National Enforcement Body. You can find contact information here
. More information about your rights can be found here
An Online Dispute Resolution platform
, set up by the European Commission, also provides access to alternative dispute resolution (ADR).
For the United Kingdom, you can refer your complaint to Schlichtungsstelle für den öffentlichen Personenverkehr e.V. (SÖP). SÖP is approved by the Civil Aviation Authority (CAA) to provide dispute resolution services and an independent view of your complaint under the Alternative Dispute Resolution (ADR) for Consumer Disputes.
You will need to refer your complaint to them within 12 months after our final response.
Söp can be contacted here:
Schlichtungsstelle für den öffentlichen Personenverkehr e.V. (SÖP)
DE -10623 Berlin
Alternatively, you can log your complaint with CAA’s Passenger Advice and Complaints Team (PACT) by completing the online complaint form via the CAA website: www.caa.co.uk/passengercomplaints
. Under the subtitle ‘How the CAA can Help’ you will need to click on the link ‘Refer your complaint to us’. You can then access the CAA’s consumer portal where you can submit your complaint to PACT. Please note that PACT’s complaints service cannot require airlines to take any particular action; whereas the outcomes of the ADR process are binding upon the airline.
If you would like to make a complaint, please use our online feedback form
since we need your approval to our “Terms and Conditions”
. For information on our complaints procedure can be found here