Complaint form. In order to complete this complaint form you will need the following information to hand:

Transcription

1 Complint form Welcome to our Airline complints form. To proceed with your complint plese follow the 6 steps below nd provide ll of the informtion reuested. Plese note: this is the complint form pplicble to complints bout irlines only. To be eligible to mke complint ginst n irline, you must hve lredy complined to the irline directly in writing nd either received finl written response (sometimes referred to s dedlock letter ) or given the irline eight (8) weeks to respond to your dispute. The Retil Ombudsmn cn only del with unresolved complints. In order to complete this complint form you will need the following informtion to hnd: DECLARATION You re reuired to gree to our terms stted on the declrtion pge. ELIGIBILITY This will confirm if your complint is eligible to be processed t this time by sking you uestions nd for informtion bout dtes of the complint. ABOUT YOU Your full contct informtion. AIRLINE DETAILS Full contct informtion of the irline including nme, phone nd emil detils of the irline contct with whom you hve been corresponding bout your complint. ABOUT YOUR COMPLAINT Full detils of the purchse or service Full detils of the complint Accurte dtes of ny flight times, purchse of goods/services, etc Booking number, Flight number, Airline complint reference number If your complint reltes to flight then we will reuire ll informtion, including connecting flight informtion, flight numbers etc. You will be sked to stte your desired outcome. EVIDENCE & SUPPORTING FILES Imges of ny receipts Any imges to support your complint Any emil exchnges with the Airline (sved into MS word document or text file) Scns or imges of ny physicl letters TRO F03

2 To proceed with your complint plese follow the steps below nd provide ll of the informtion reuested. Your declrtion Plese red nd sign this declrtion: I d like The Retil Ombudsmn ( TRO ) to look into my complint. I understnd nd cknowledge tht TRO will need to use my personl informtion (including sensitive or personl informtion) nd tht TRO my need to shre some or ll of this informtion with the irline with whom I hve complint. I understnd nd cknowledge tht TRO my publish the Ombudsmn s finl decision. I gree to provide true, ccurte nd full informtion bout my complint. Signture Dte / / Eligibility to use the Retil Ombudsmn Before proceeding further we need to double check tht you re eligible to bring your complint to The Retil Ombudsmn t this time. If the nswer to ny of the following uestions is no, then we cnnot proceed further with your complint t this time. Hve you complined direct to the Airline in writing/emil? Hs the irline responded to you within in 8 weeks Yes No Yes No Did the Airline reject your complint? Hs the Airline provided finl response? Did you reject their finl response? Yes No Yes No Yes No Airline s finl response (You must hve n Airline s finl response to proceed) Plese dd the finl response tht you received from the Airline here. It is impertive tht you use the exct wording tht the Airline hs provided to you. If you hve n officil letter, plese ttch copy. pge 2 of 8

3 Your Detils Title: First nme : Lst nme : Address : Address : Town/City : County : PostCode : Phone: Mobile : Emil : Airline detils We now need to know who the Airline is tht you re complining bout nd detils of your complint. Plese give the contct detils of the hed office contct to whom your complint hs been officilly mde. Airline compny nme : Brnch nme of Airline : Airline contct nme : Airline contct phone : Address : Address : Town/City : County : PostCode : Emil: Your complint detils Where ws your purchse mde : Airport Online Shop Website ddress: Airline complint incident or reference number (if provided by the Airline) : Plese select the type of purchse Product /Service nme Dte of purchse : dy / month / yer Time of trnsction : hour / min / / / An exct time of trnsction could speed up the complint process gretly, plese check your receipt. Dte of initil complint to the Airline : dy / month / yer / / Method of pyment csh other credit crd debit crd PyPl pge 3 of 8

4 Wht is your desired outcome? Description nd history of your clim : plese continue on seprte sheet if reuired. Wht is the type of your complint Plese choose from the ctegories below nd nswer ny relevnt uestions within tht ctegory Bggge Flight Dely Flight Cncelltion Denied Bording Discrimintion Other Bggge Describe the bggge issue If delyed luggge: How long ws the dely? Ws it delyed on your outbound or inbound flight? How did the dely ffect you? Is there ny other informtion tht you feel is relevnt? pge 4 of 8

5 Flight Dely How long were you delyed? Reson for dely Were you offered free food nd drinks or ccommodtion in the cse of long overnight dely? Hve you received ny compenstion (money / vouchers) lredy? Is there ny other informtion tht you feel is relevnt? Flight Cncelltion Reson for cncelltion How long before deprture were you told of the cncelltion? Were you offered re-routing? Were you offered free food nd drinks or ccommodtion in the cse of long overnight dely? Hve you received ny compenstion (money / vouchers) lredy? Is there ny other informtion tht you feel is relevnt? pge 5 of 8

6 Flight Reservtion Describe the flight reservtion issue Tell us bout your complint? Denied Bording Describe the denied bording issue Why were you denied bording? Discrimintion Plese give full detils of your discrimintion complint pge 6 of 8

7 Other type of complint Plese give description of ny other issues, plese use seprte sheet if reuired. Your Flight Detils Scheduled Deprture Dte: Scheduled Deprture Time: dy / month / yer hour / mins / / Airline: How mny flights did your journey consist of? Deprture irport Destintion irport Flight number (if known) Booking reference (if known): Scheduled rrivl time Actul rrivl time Detils of ny connecting flights tht re relevnt to your complint pge 7 of 8

8 Evidence & supporting files It is importnt tht you provide s much evidence s possible to support your complint s our recommendtions nd determintions re bsed on fct nd evidence. This prt of your complint is very importnt. We therefore urge you to supply s much evidence s possible. Plese go through ech evidence ctegory below nd tick the box to confirm tht you hve enclosed the relevnt informtion. Receipts Emil Letters Pictures Plese note tht we will not begin processing your complint until we re stisfied tht we hve received ll relevnt evidence therefore plese enclose ll the evidence t this stge. Our contct detils Post: Plese post this form nd ll ccompnying evidence to our ddress: Airline Dispute Resolution 12 Wlker Avenue Strtford Office Villge Wolverton Mill Milton Keynes MK12 5TW Phone: (plese note tht we do not ccept complints over the phone) Emil: enuiries@theretilombudsmn.org.uk Website: Compny informtion: Airline Dispute Resolution ( division of The Retil Ombudsmn) is pproved by the Civil Avition Authority (the vition regultor) to operte s n ADR body for vition consumers. The Retil Ombudsmn is uthorised by the Secretry of Stte nd is n pproved lterntive dispute resolution provider pursunt to the Alterntive Dispute Resolution service for Consumer Disputes (Competent Authorities nd Informtion) Regultions Dt Protection Registrtion reference: ZA pge 8 of 8