PACT

Is the complaint about an

Airline

Airport

Please specify *

Has the airline/airport been written to? *

Yes

No

Please note that any correspondence with the airline/airport must be attached or posted to us before the complaint can be investigated.
Please ensure you have given the airport/airline 8 weeks to response before you proceed with this application.

About the complainant

UK resident? *

Yes

No

Reduced mobility? *

Yes

No

Your relationship to the complainant

CAA are unable to progress this complaint until a consent form ST63, signed by the complainant, has been received. Please continue to submit details of the complaint, forwarding the consent form, once completed to passenger.complaints@caa.co.uk, quoting the claim reference number.

Passenger Advice and Complaints Team (PACT) will only handle complaints related to:

Regulation UK 261 2004 for delayed and cancelled flights, downgrade and denied boarding

Regulation UK 1107 2006 about assistance for disabled and reduced mobility passengers

Montreal Convention for cases of lost, delayed or damaged baggage

PACT will advise on whether we think you have a valid complaint, and if so will take it up with the business concerned, but we do not have the legal powers to impose a solution on an airline.

If you are dissatisfied with the opinion the CAA has provided, you can take legal action against the airline or airport, but you cannot appeal against the CAA's decision.

In addition, there are strict time limits in relation to taking legal action therefore, we will not handle complaints where there is less than a year to take legal action.

About your complaint