Airports: Navigating Complaints And Your Rights

If you have a complaint about an airport, there are several steps you can take to resolve the issue. First, identify the nature of your complaint. For example, is it related to flight delays, cancellations, overbooking, or lost/damaged luggage? Knowing the specifics of your issue will help you navigate the complaint process more effectively. It is also important to note that the complaint procedure may vary depending on the airport and the country in which it is located. In general, it is recommended to start by contacting the airport or airline directly, as they may have specific procedures in place for handling customer complaints. Keep in mind that providing relevant documentation and following up in a timely manner can improve the chances of a successful resolution.

Delayed, damaged or lost luggage

Report the Issue

If you notice that your luggage is lost, delayed, or damaged, the first step is to report it to the airline staff at the airport. Make sure to keep a copy of the Property Irregularity Report (PIR) that the airline staff will complete. Some airlines may also have applications that provide passengers with data on the location of their baggage. It is important to act quickly and report the problem as soon as possible to increase your chances of receiving compensation.

Contact the Airline

After reporting the issue at the airport, you must then contact the airline in writing within certain deadlines. For lost or stolen items, or damaged baggage, you usually have seven days to contact the airline. For delayed bags, you have 21 days from receiving the delayed bag to make a claim. When contacting the airline, provide as much detail as possible about your flight, what happened to your luggage, and any expenses you incurred as a result. Include supporting documentation such as receipts, credit card records, photos of damage, and cost estimates for repairs.

Understand Compensation

Airlines are required to compensate passengers for reasonable and verifiable incidental expenses incurred due to delayed, damaged, or lost luggage, subject to maximum liability limits. Compensation is typically based on the value of the bag and its contents, taking into account depreciation. However, airlines often exclude liability for certain categories of items, such as fragile items, electronics, cash, and perishable items. Additionally, airlines do not offer "new for old" replacement, meaning they will consider the value of the item based on its age when lost.

Alternative Options

If you are not satisfied with the airline's response, you can take your complaint further. In some cases, you may need to first complain to the Civil Aviation Authority (CAA) or an alternative dispute resolution (ADR) scheme. As a last resort, you can consider taking legal action by filing a lawsuit or taking your case to a small claims court, especially if you believe the compensation is worth the time and effort. Alternatively, if you have travel insurance or home contents insurance that covers luggage, making an insurance claim may be a more straightforward option.

Delayed or cancelled flights

Understanding Your Rights

Before making a complaint, it is essential to understand your rights as an air passenger. In the United States, the Department of Transportation (DOT) has outlined specific protections for passengers in cases of delayed or cancelled flights. These rights include:

• The right to a refund or rebooking on a different flight in case of cancellation.
• Access to meals and refreshments during long delays.
• Accommodation and transportation to and from the airport if delays require an overnight stay.
• Compensation for expenses incurred due to delays or cancellations, such as meals, hotel stays, etc.

In the United Kingdom, similar rights are afforded to passengers whose flights are delayed or cancelled. These include:

• The right to a refund or a replacement flight to your destination.
• Access to phone calls, emails, meals, and refreshments during delays.
• Accommodation and transportation to and from the airport if an overnight stay is required.
• Compensation for delays exceeding a certain duration (typically 3 hours or more) or if the cancellation occurs less than 14 days before departure.

Immediate Steps at the Airport

If your flight is delayed or cancelled, the first step is to approach the airline's customer service representatives at the airport. They are usually authorised to assist with rebooking, arranging meals and accommodation, and addressing other immediate concerns. Keep in mind that the level of assistance provided may vary depending on the airline and the specific circumstances of the delay or cancellation.

Seeking Compensation and Filing Complaints

If your concerns are not adequately addressed at the airport, you can take further steps to seek compensation or file a formal complaint. Here's how:

• Contact the Airline: Reach out to the airline's customer service department by phone or email. Many airlines also have complaint forms or email addresses dedicated to handling customer issues. Provide all relevant details, including flight information, booking references, and a clear explanation of your issue.
• Keep Records and Receipts: It is important to maintain records of your interactions with the airline. Take notes on the dates and content of conversations, and keep copies of any relevant documents, such as tickets, receipts for expenses, and correspondence with the airline.
• Understand Compensation Eligibility: Compensation eligibility varies depending on the circumstances. For example, compensation may not be provided if the delay or cancellation is due to factors beyond the airline's control, such as severe weather conditions or security risks. However, if the issue is within the airline's control (e.g., technical faults, overbooking), you may be entitled to compensation.
• Calculate Compensation Amount: If you are eligible for compensation, use online resources or calculators to determine the amount you may be entitled to. This amount can vary based on factors such as the distance of the flight and the length of the delay.
• Submit a Formal Complaint: If the issue remains unresolved, you can submit a formal complaint to the airline. Clearly state the issue, provide relevant details and supporting documentation, and specify the compensation or resolution you are seeking.
• Contact Regulatory Bodies: If the airline fails to adequately address your complaint, you can escalate the matter to relevant regulatory bodies. In the United States, you can file a complaint with the DOT, and in the United Kingdom, you can reach out to the Civil Aviation Authority. These organisations can provide further guidance and assist in resolving your issue.

Tips for Effective Complaints

When making a complaint, it is important to remain calm and professional. Here are some additional tips to increase the effectiveness of your complaint:

• Be Prompt: Submit your complaint as soon as possible after the incident. Many airlines and regulatory bodies have time limits for filing complaints, and delaying your complaint may reduce your chances of a successful resolution.
• Be Detailed: Provide as much detail as possible about the delay or cancellation, including dates, flight numbers, and specific issues you encountered. This helps the airline understand your situation and makes it easier for them to investigate your complaint.
• Be Reasonable: While it is important to advocate for your rights, be reasonable in your demands. Focus on what you are entitled to and avoid making excessive or unrealistic requests.
• Keep Records: Maintain a record of all interactions and correspondence related to your complaint. This includes emails, letters, phone calls, and any responses or offers from the airline. This documentation can be crucial if you need to take further legal action.

By following these steps and understanding your rights, you can effectively navigate the process of complaining about delayed or cancelled flights and increase your chances of obtaining the compensation or resolution you deserve.

Airline or airport complaints

If you have a complaint about an airline or an airport, the first step is to take your complaint directly to the airline or airport. Not all airlines will deal with your complaint if you use a third-party service. If you are unsatisfied with the airline or airport's response, you can contact an Alternative Dispute Resolution (ADR) service. If the airline or airport does not have an agreement with an ADR, you can send your complaint to the national aviation authority's Passenger Advice and Complaints Team. Before contacting them, you will need to have written to the company concerned first and provide the relevant information to the ADR or complaints team.

If your complaint is about a disrupted flight, you should first contact your airline to seek a resolution. If your complaint is about baggage that has been delayed, damaged, or lost, you should also contact your airline directly to resolve the issue. For flights departing from or arriving at airports in the EU or European Economic Area (EEA), as well as flights from these regions to "third countries", EU legislation outlines passengers' rights and entitlements in relation to flight cancellations, delays, and instances of denied boarding. This includes care and assistance provisions such as meals and refreshments, hotel accommodation if necessary, and reimbursement of expenses incurred.

If you feel that your entitlements have not been met, you should submit a complaint to the appropriate national enforcement body. This may be the national aviation authority or a separate body, depending on the country. In Ireland, for example, the Commission for Aviation Regulation is the enforcement body responsible for overseeing the rights and entitlements of air passengers. If your complaint arises from a flight returning to your country from an EU airport, you should contact the national enforcement body in the EU state where the airport is located. A list of national enforcement bodies is usually available on the website of your country's aviation regulation body.

When submitting a complaint, be sure to include copies of your itinerary/e-ticket, receipts, and any other relevant documentation. It is important to submit your complaint as soon as possible, as there may be time limits for filing complaints. Additionally, keep in mind that using third-party services to assist with your complaint may incur fees, and you must ensure that any complaints are made in your name to avoid rejection by the airline.

Noise complaints

If you have a noise complaint about Dublin Airport, you can submit your complaint via WebTrak, fill out the Dublin Airport Noise Complaint Form, or call their Freephone number 1800 200 034. You can also print out and post a form to the following address: Noise & Flight Track Monitoring Service, Energy, Environmental & Utilities Department, Asset Care Base (Landside), Dublin Airport. All complaints must be submitted within seven days of the incident.

For Boston Logan or Worcester Regional airports, you can submit a noise complaint online or fill out a noise complaint form. You can also call Massport's Noise Complaint Line at 617-561-3333. This line is staffed by Massport's Noise Abatement Office from 6:00 AM to 6:00 PM on business days.

If you have a noise complaint about Metropolitan Airports, you can submit a concern about aircraft activity noise either online or via their 24-hour hotline at 612-726-9411.

For other airports, you can refer to the Federal Aviation Administration's (FAA) noise complaint and inquiry policy to learn how the FAA processes noise complaints and inquiries. You can also submit a complaint or inquiry through the FAA Noise Portal. At each of the FAA's nine regional offices throughout the United States, there is an ombudsman to address public inquiries related to aviation noise, pollution, and safety. You can contact the Regional Ombudsman with aviation noise-related questions and concerns not addressed by the airport. If you have a specific question, comment, concern, or complaint that cannot be answered or addressed by any of the methods above, you can contact the Aviation Noise Ombudsman by sending an email to [email protected] or leaving a voicemail at (202) 267-3521.

Lost items

Losing items at the airport can be a stressful experience, but there are steps you can take to try to recover your lost items. Here is a guide on what to do if you have lost items at the airport:

If you realize you have left something at the security checkpoint, return to the checkpoint and request to speak with a supervisor. If you are already past security or did not realize your item was missing until later, you can contact the Transportation Security Administration (TSA). Go to the TSA website's Lost and Found page, where you will be prompted to enter the airport name or code. Depending on the airport, you may need to call a telephone number or fill out an online form. Provide as many details as possible about the lost item, including the date and time it was lost, a detailed description, and any distinctive traits. Items left at security checkpoints are held by the TSA for a minimum of 30 days or until they are returned to their owner.

If you left an item on the plane, contact the airline as soon as possible. You can usually do this by filling out an online report on the airline's website. Provide your contact information so that you can be notified if your item is found. The standard amount of time an airline will search for a lost item is 30 days before determining that it cannot be found. If you are still at the airport, you can try to get a member of the flight crew or a gate agent to assist you in recovering your item.

If you lost an item elsewhere in the airport terminal, such as in the restroom, gate area, or restaurant, contact the airport authority. Each airport may have a different process for handling lost items, so be sure to follow their specific instructions.

Lost Checked Baggage:

If your checked baggage is lost, you should first report it to the airline staff and file a Property Irregularity Report. Keep a copy of this report for your records. Contact the airline in writing within seven days of the loss and provide proof of the value of the bag and its contents, such as receipts or credit card records. Keep in close communication with the airline during the baggage location process. Most airlines will declare a bag lost between five and fourteen days after the flight, and once this determination is made, they are responsible for compensating you for the depreciated value of the bag and its contents, up to certain liability limits.

To prevent or prepare for the loss of checked baggage, it is recommended to take pictures of your luggage and its contents before your trip, use baggage tracking apps, and properly identify your suitcases on the inside and outside.

Frequently asked questions