Complaints · UK · Flights and airlines

How to complain about an airline (UK)

Write to the airline first, quoting UK261 for delays and cancellations or the Montreal Convention for bags. If it hasn't replied within 8 weeks, or you disagree with its final response, go to its free ADR body within 12 months. easyJet, Ryanair and TUI use AviationADR; British Airways uses CEDR. For airlines outside ADR, the CAA's PACT can take it up but cannot force a solution.

Complaint routes and time limits checked against official sources on .

First

Complain to the airline

in writing

Wait

8 weeks

or a final response

Then

AviationADR

free

Checked

27 Sep 2026

official sources

1. Complain to the airline first

Write to the airline (or airport) using its complaints or claims form. For delays, cancellations and bags, quote the rule you rely on (UK261 or the Montreal Convention). Include: booking reference, flight number, date and route; names of every passenger on the booking; what happened and how long the delay was; receipts for meals, hotels or replacement items; what you want: compensation, a refund or expenses.

2. How long to wait

If the airline hasn't replied within 8 weeks of your written complaint, you can go to its ADR body. You can go sooner if it sends a final response.

3. Escalate to AviationADR

Within 12 months of the airline's final response. It is free. It can: a decision that is generally final and cannot be appealed, though you can still go to court. aviationadr.org.uk

4. Escalate to CEDR (aviation)

Within 12 months of the airline's final response. It is free. It can: a decision that is generally final and cannot be appealed, though you can still go to court. cedr-assist.com

5. Escalate to CAA Passenger Advice and Complaints Team (PACT)

PACT won't take a case with less than a year left to go to court. It is free. It can: an opinion taken up with the airline; it cannot impose a solution. caa.co.uk/air-passengers/travel-problems-and-rights/travel-complaints/how-the-caa-can-help

Who does not handle your complaint

The CAA's Passenger Advice and Complaints Team (PACT) only helps when the airline is not in an approved ADR scheme, and it cannot force a solution.

Where to escalate and the time limits

Time limits run from the date shown in each row. Keep the final response or deadlock letter, because the ombudsman will ask for it.

WhoTime limitCost
AviationADRWithin 12 months of the airline's final response.Free
CEDR (aviation)Within 12 months of the airline's final response.Free
CAA Passenger Advice and Complaints Team (PACT)PACT won't take a case with less than a year left to go to court.Free

Evidence to keep

Booking confirmation and boarding passes. Delay or cancellation messages from the airline. Receipts for expenses. Property Irregularity Report for bag problems. The airline's final response.

Also worth knowing

PACT only handles UK261 delay, cancellation, downgrade and denied boarding cases, UK1107 disability assistance and Montreal Convention bag claims.

Guides and definitions

  • Section 75 or chargeback: which should you use to get your money back? (Guide)
  • Chargeback (A chargeback asks your card provider to reverse a debit or credit card payment under Visa, Mastercard or American Express rules, usually within about 120 days.)
  • Ombudsman (An ombudsman is a free, independent body that settles complaints against companies or public bodies once the organisation has had its chance to put things right.)
  • Section 75 (Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the seller for a single item costing over £100 and up to £30,000.)
  • Deadlock letter (A deadlock letter is a company's written final answer to your complaint, which lets you go straight to the ombudsman instead of waiting the usual 8 weeks.)

Get your route with dates and a letter

Complaints about something else

All complaint guides · Get your route with dates and a letter

Common questions

How long does an airline have to reply before I can use ADR?

8 weeks from your written complaint. Complain on 1 September 2026 and you can go to the airline's ADR body from 27 October 2026 if there is no reply. If the airline sends a final response you disagree with, you can escalate straight away.

Which ADR scheme covers my airline?

AviationADR covers easyJet, Ryanair, TUI Airways, Virgin Atlantic, Wizz Air, Air France, KLM, Turkish Airlines, Delta and others. CEDR covers British Airways, BA CityFlyer, Cathay Pacific and SAS. The CAA keeps the full list.

What is the deadline to take a flight complaint to ADR?

12 months from the airline's final response. A final response dated 15 September 2026 gives you until 15 September 2027. ADR usually decides within about 3 months, and its decision is generally final, though you can still go to court.

Can the CAA help with my complaint against an airline?

Only if the airline or airport is not in an approved ADR scheme. PACT handles UK261 delay, cancellation and denied boarding cases, disability assistance and Montreal Convention bag claims. It gives an opinion to the airline but cannot impose a solution, and won't take a case with less than a year left to go to court.

What evidence do I need for a flight delay claim?

Your booking confirmation and boarding passes, the airline's delay or cancellation messages, receipts for meals, hotels and transport, a Property Irregularity Report for bag problems, and the airline's final response. List every passenger on the booking.

Sources and assumptions

  • General routes from official sources; a scheme may ask for more before it takes your case.

Guidance on where to complain, not legal advice.