Customer Relations
Loganair and its service providers will always make every effort to ensure that you have a pleasant and enjoyable travelling experience. We value your custom, and always look forward to welcoming you back onto our service time and time again. However, sometimes things do go wrong and you will feel the need to contact us. We look to resolve your issue quickly and appropriately, and there are procedures in place to handle your issue. In many cases, by virtue of our franchise arrangement with British Airways, correspondence should be addressed to British Airways (i.e. refunds and baggage claims), but in all other cases please direct your correspondence to:
- Customer Relations
Loganair Ltd
St Andrew's Drive
Glasgow Airport
Paisley
PA3 2TG
Refunds
To ensure that your refund is actioned as quickly as possible, you should contact the ticket issuer i.e. your travel agent or local British Airways office. If your query relates to a charge on your credit card statement please contact your credit card company. Where it is not possible or practical please forward your correspondence and unused coupons to:
- Refunds Dept
British Airways
Waterside
HDA1 - R46
PO Box 365
Harmondsworth
Middlesex UB7 0GB
- Tel: +44 (0)208 564 2111
- Fax: +44 (0)208 738 9353
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Baggage Claims
Should you find that your baggage is damaged or has not arrived, you should contact British Airway's ground handling staff immediately. Details of your baggage will be taken and you will be offered immediate assistance. If your baggage has been delayed, arrangements will be made to have it delivered to your local address when it arrives. Should you need to make a claim, this will be required in writing within seven days after your arrival to your nearest British Airways / Loganair airport to:
-
British Airways Baggage Claims Unit
PO Box 10 (S470)
Heathrow Airport
Hounslow
Middlesex
TW6 2JA
-
Loganair Ltd
Customer Relations
St Andrew’s Drive
Glasgow Airport
Paisley
PA3 2TG
Scotland
- Fax: + 44 (0) 141 887 6020
Please include all supporting documentation (receipts, boarding passes etc), and any baggage reference you will have been given when reporting the initial loss or damage.
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Overbooking
Whilst Loganair makes every effort to provide seats for confirmed reservations which have been made, no absolute guarantee of seat availability is denoted by the expressions reservations, booking, status ok, and the timings attached to them. Loganair offers compensation schemes for passengers with confirmed reservations who are unjustifiably denied carriage because of non-availability of seats. If you have been denied boarding, British Airway's ground staff will make every effort to secure alternative transportation to your destination, and offer compensation when appropriate.
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EC Regulations
Loganair is obliged under EU law and the advice of the CAA Consumer Protection Group to bring passengers' attention to the following regulations:
Website: EC Regulation No 2111/2005
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Right to compensation for cancelled flights
Loganair makes every effort to operate to their published schedules, however, there are occasions where it is not possible to do so and a flight may be cancelled. In accordance with EC Regulation No 261/2004, you may claim compensation where you are informed of a cancellation less than fourteen days before the planned departure date that arises from causes within Loganair's control (rather than extraordinary circumstances which could not have been avoided by all reasonable measures such as adverse weather conditions, airfield closures or aircraft technical defects).
Compensation is not payable however;
If you have been informed of a cancellation 14 days or more before the planned departure date.
If you are informed of the cancellation between 13 and 7 days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than 2 hours before the scheduled time of departure and to reach your final destination less than 4 hours after the scheduled time of arrival; or
If you are informed of the cancellation less than 7 days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than 1 hour before the scheduled time of departure and to reach your final destination less than 2 hours after scheduled time of arrival.
To be eligible for compensation under valid circumstances you must have a confirmed reservation on the cancelled flight and be in possession of a paper ticket or itinerary receipt.
If you believe that you are entitled to claim for compensation, or have been directed to do so by Loganair's staff or appointed handling agents, the claim process is as follows:
If the cancelled flight is one which Loganair normally operates on behalf of British Airways within the flight range BA8771-8999, please contact British Airways Customer Relations on-line at www.ba.com/euclaim. Alternatively, claimants can write to British Airways Customer Relations, EU Compensation Claims, PO Box 5619, Sudbury, Suffolk, CO10 2PG
If the cancelled flight is one which Loganair normally operates within the Orkney Isles and had a LOG flight number, then please complete the on-line form below, or alternatively write to Loganair Customer Relations, EU Compensation Claims, St Andrew's Drive, Glasgow Airport, Paisley, PA3 2TG
Claimants submitting their claims in writing must supply their name and contact details, the names of other passengers being claimed for and their contact details (claims can cover up to a total of 6 passengers provided that they have the same surname, and are in the same booking). A booking reference and details of the cancelled flight, should also be submitted.
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General Comments
Should you wish to comment on your flying experience with Loganair, then you can contact us directly by addressing correspondence to:
or by completing the online comments form below. We pride ourselves on a high standard of overall service, thus your suggestions or comments will be welcome
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