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Complaints and claims

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You will need your case reference number to contact us about an exisiting complaint or claim.

collapsedshowUnhappy with how we handled your case?

If you are unhappy with our response to your complaint, you can refer your complaint to the Centre for Effective Dispute Resolution (CEDR),who are approved by the Civil Aviation Authority to provide an independent resolution service for complaints about airlines. You will need to refer your complaint to them within 12 months. CEDR will be able to advise you if your complaint falls within the scope of what they can deal with.

Alternatively, you may use the European Commission’s online dispute resolution platform to submit your complaint.

European Commission Online Dispute Resolution service