Would you pay to complain to an ombudsman about your airline?

Jen – Have you been able yet to find out from the CAA whether each passenger in a party would have to submit an ADR claim or just the ticket purchaser on behalf of the family or group [see my comment on 25/08/16]? A £100 fee for a family could certainly put them off seeking ADR, or could one member make a specimen claim that would bind on the remainder if the circumstances were identical? I have looked on the CAA website but not been able to find anything. Thanks.

@jbamforth, are you intending to amend the introduction to make quite clear how the complaints system will work, rather than giving the impression. as many seem to have found, that in future you will have to pay to make an initial complaint? This is not the case of course. Will you also stress that rather than having maybe to take a rejected initial complaint to court, if you feel sufficiently aggrieved by the response, the introduction of the ADR service provides a much cheaper and simpler alternative?

I think it is important that Which? provides clarity and all the essential facts to ensure an ensuing debate is properly based.

This may have been said earlier, but I feel we are being expected to cover the costs of airlines’ mistakes. If we dispatched our luggage then they have a duty of care to ensure it is safely delivered with owners to same destination.

I am a VIP Qantas card holder and they provide RFID chipped luggage tags for members. I read today that Delta Airlines are introducing RFID tags for all class of their passengers. These would alert cabin staff that a piece of luggage hasn’t arrived, or more importantly has been sent to the wrong plane before takeoff.

These are so useful international legislation must be introduced requiring all airlines to use them. They are very, very cheap to produce ca. 1p each. It would add nothing to passenger fares as costs would be easily recovered by a significantly huge drop for airline staff having to track misplaced luggage.

I am not sure how many spurious, or trivial, complaints the airlines receive – and, by that I mean those that are completely unjustified – I am pretty certain there are individuals whose aim is simply to extort money. Dealing with inappropriate communications takes up a great deal of time and, inevitably, legitimate issues are not dealt with punctiliously (I know because I work in the public sector and have some experience of dealing with complaints myself). I am also well travelled, and there are two sides to this story – I have often seen behaviour from passengers that is inappropriate and impacts on fellow travellers. Indeed, three years ago, my daughter’s aircraft had to divert to Serbia resulting in an unplanned overnight stop because a passenger had boarded the aircraft despite longstanding medical advice to the contrary (they suffered from very severe asthma). In my opinion, providing the fee is refunded if the complaint is upheld, and this results in better administration of all complaints, I feel it would benefit those who are raising legitimate concerns.

The Complaints system , in all areas, is not fit for purpose! This is outrageous as it does not replace Trading Standards Managers who had authority over their patch. Many are funded by companies they are investigating so have a conflict of interest.
Call centre employees on remits cannot investigate honestly and fairly then blame to protect themselves.In built into the system is deliberate delay and rip off.Action is abandoned often because of this they appear to be colluding .
It is unethical to pay and be deliberately delayed when complaining .As the Government [ elected representatives bury their heads in the sand .

Hello dear sir
, I bought tickets from shanghai to Moscow , connecting flight through Doha air port , the first flight delayed , but I catched the flight on boarding time and behind of me was 20 passengers , the stuff refused to board me , they sold the tickets to another passengers , and asked us to wait extra 7 hours , I refused , I had my boarding pass in my hand , I told them this morning flight I bought ticket so urgent and 1650 usd paid , the after noon flight 900 I don’t need it , I have business meeting , and my wife waiting me in Moscow airport she is not speaking Russian , I told them I have money to pay now for business class ,, but should fly on this flight , the stuff waisted my time with no solution , I made several short videos by mobile to prove my right , and they closed the gate , it was ( Qatar airways ( I am holder 7 years their cards silver and gold )
Any way I refuse the replacement boarding and bought in same moment a new ticket with Emirates air lines which suppose to fly after 3 hours , then the stuff asked the airport security which arrested me and I got a lot of effance , was captured in a single room with one guard ,, they all asking to erase the videos , I accept in case if Qatar airways give me report on hand explaining what happend , they refused , they started change the topic ( some saying that they suspect is my way from shanghai to Moscow is strange way ) others threading me ( saying ( remember you will fly again passing our airport please remember )
Amy way a lot of rubbish things we saw and heared )
I hide some videos on my whatssap , after pretended that I miss the WC urgent , then they figured out that I can do some calls from the WC they stared knock on the door very loud , and forced me to erase fainally , they said we will take you now to jail ,
This the human rights ,
They simply checked my phone and erased the videos , and I delayed of the second flight which I bought his ticket , I lost it , I was without any human right totally , I had no choice ( only to fly with their second flight )
Regarding my 100 emails I sent complain they answer that I delay on my flight ,, simply ,
I sent one video of the videos I had recorded , they said your flight delay and we have solution ,
I am asking you all by the name of humanity , to give me best support , I felt my self like animal in their airport , I lost my respect to my self , please provide me some help and support