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 Flybe, correspondence should be addressed to Flybe (i.e. refunds), but in all other cases please direct your correspondence to:
Customer RelationsLoganair Ltd
St Andrew's Drive
Glasgow Airport
Paisley
PA3 2TG
Refunds
With the exception of refunds made in connection with cancellations and denied boarding, our fares are non refundable. If you request a refund of taxes you will incur an administration charge.
Administration charge is £25 per person per sector.
Please contact Tel: 0871 700 4455 or Email: customeraccounts@flybe.com
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Baggage Claims
Should you find that your baggage is damaged or has not arrived, you should contact Flybe's ground handling staff immediately. Details of your Baggage will be taken and if applicable you will be authorised to purchase essential items. 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:
Customer RelationsLoganair Ltd
St Andrew's Drive
Glasgow Airport
Paisley
PA3 2TG
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, 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 Flybe within the flight range BE 6770 - 6999, please contact Flybe Customer Relations.
If the cancelled flight is one which Loganair normally operates within the Orkney Isles and had a LOG flight number, then please 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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