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Compensation

Following the UK's withdrawal from the EU, the UK government has retained the protections of EC261/2004, which apply to all our flights. References to EU261/2004 also cover this retained UK legislation.

If Your Flight is Disrupted and You Wish to Claim Compensation:

Please use our online claim form to submit your request. We’re committed to processing your claim as efficiently as possible, provided all required information is included.

Eligibility for Compensation:

Submit your claim directly to us, allowing up to 28 days (or a shorter period if prescribed by law) for a response before involving any third-party claim services.
Claims can be submitted through our website or in writing to our registered office address.

We understand that dealing with compensation claims could be stressful, and we are here to make the process as smooth as possible for you. To ensure you receive the full amount of EU261 compensation, we recommend contacting us directly.

If you prefer to use a third-party claims company, that’s perfectly fine. However, please be aware that these companies often deduct a fee from your compensation payment for their services.

Submit a claim

Am I entitled to compensation?

Loganair strives to operate flights on schedule, though sometimes delays or cancellations occur. Here’s an outline of compensation eligibility and procedures to support you in these situations:

Delay Compensation

For delays under 3 hours: Compensation is not available.
For delays of over 3 hours: You may claim £220, excluding delays caused by weather or extraordinary circumstances.
Important: Delay time is calculated by the arrival time at your destination, not the departure time.

Compensation can be issued by cheque or direct bank transfer upon providing necessary details.

Cancellation Compensation

Under EC Regulation No. 261/2004, you may be eligible for compensation if notified of a cancellation less than 14 days before departure, unless due to extraordinary circumstances (e.g., adverse weather, airfield closures, technical issues). Compensation eligibility excludes:

14+ days’ notice before planned departure.
Notice of 13–7 days with re-routing offered that departs within 2 hours of the original time and arrives within 4 hours of the scheduled arrival.
Notice of less than 7 days with re-routing offered that departs within 1 hour of the original time and arrives within 2 hours of the scheduled arrival.

To claim, you must have a confirmed reservation and itinerary or paper ticket.

To submit a claim, use our online claims form, email Customer Relations, or write to Customer Relations, Loganair Limited, Lightyear Building, 9 Marchburn Drive, Glasgow Airport, PA3 2SJ.

If you’re unsatisfied with our final response, you may log a complaint with the CAA’s Passenger Advice and Complaints Team (PACT). Visit CAA’s complaint portal.

Can I have a refund?

For information on refunds, please contact refunds@loganair.co.uk.

How do I claim for a lost or damaged bag?

At Loganair, we understand the importance of your belongings and are here to assist you in case of delayed, lost, or damaged baggage. Please follow the steps below for a prompt resolution:

Lost or Delayed Baggage

If your baggage does not arrive at your destination, contact our ground handling staff immediately or report this via our online portal as soon as possible. They will collect details of your baggage and, if necessary, authorize you to purchase essential items up to £25 per day. Upon arrival, your delayed baggage will be delivered to your local address.

To submit a claim, please do so within 21 days of arrival by either:

Using the online claim form available on our website.
Sending a written claim to:

Customer Relations
Loganair Limited
Lightyear Building, Marchburn Drive
Glasgow Airport, PA3 2SJ

Damaged Baggage

In case of baggage damage, please report this to our ground staff immediately for assessment. If appropriate, a replacement bag may be provided.

To file a claim for damaged baggage, ensure it is submitted within 21 days of arrival, along with:

All supporting documentation (e.g., receipts, boarding passes).
The baggage reference provided when initially reporting the damage.

For claim submission, use our online claim form or mail the documents to the Customer Relations address above.

What happens if I'm denied boarding?

At Loganair, we strive to honor all confirmed reservations, but occasionally, unforeseen circumstances may result in seat unavailability despite a confirmed booking. Terms like "reservation," "booking," "status OK," and flight timings do not guarantee an absolute seat assignment.

If you experience denied boarding:

Our ground staff will make every effort to secure alternative transportation to your destination.
Compensation will be provided in eligible cases for passengers with confirmed bookings who are unjustifiably denied boarding due to non-availability of seats.

Our compensation schemes are designed to support affected passengers and ensure minimal disruption. For more details, please contact our ground staff at the time of travel.

What are my rights?

Under EU law and as advised by the CAA Consumer Protection Group, Loganair is committed to informing passengers of their rights and responsibilities.

For information on regulations, please refer to EC Regulation No 2111/2005. Further guidance on your rights as a passenger can be found on the Civil Aviation Authority’s website at caa.co.uk.

For questions or additional support, please contact our customer service team.

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Where do we fly to?

Flying all over Scotland and the UK.