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Loganair Social Media Accounts
Due to the impact of the Coronavirus on our own workforce, our Social Media Accounts will not be checked as regularly as normal.
We would advise customers not to use either Facebook or Twitter when looking for travel or booking assistance. We recommend that you contact us using the following details to allow your query to be directed to the correct department.
You will then receive an automatic reply acknowledging receipt of your email:
For urgent enquiries for passengers due to travel within the next 72 hours – urgenttravel@loganair.co.uk
For assistance with rebooking (if you have been unable to use “Manage My Booking) – bookings@loganair.co.uk
For complaints – customerrelations@loganair.co.uk
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Mackies
VisitAberdeenshire, Loganair Limited and Mackie’s of Scotland (together, the “Promoters”) are running a “Destination: Delicious” 2024 prize draw (the “Promotion”). The Promotion is open to residents of the United Kingdom only, aged 18 or over, excluding employees of Mackie’s, Loganair and VisitAberdeenshire, their families, agents or anyone connected with Mackie’s or Loganair. Proof of ID may be required.
By entering the Promotion, participants will be regarded to have accepted and agreed to these terms and conditions.
Promotion Entry Period: Entries will be accepted from 9am on 22 May 2024 until the final closing date at midnight on Sunday 26 January 2025.
Entry is via internet form submission only, no purchase is necessary. The single route to entry is for entrants to complete the sweet spot pairings on https://www.loganair.co.uk/mackies
Entrants may only enter once and register one email address per person.
There will be 22 prizes awarded. The prizes shall be drawn in four lots:
- Seven prize winners shall be drawn from those who have entered before 1 July 2024 (draw 1), one winner receiving a Main Prize and six receiving a Flight Prize;
- Seven prize winners shall be drawn from those who have entered before 1 August 2024 (draw 2), one winner receiving a Main Prize and six receiving a Flight Prize;
- Seven prize winners shall be drawn from those who have entered before 1 September 2024 (draw 3), one winner receiving a Main Prize and six receiving a Flight Prize; and
- One final prize winner shall be drawn from those who have entered before 26 January 2025 (final draw), the winner receiving a Flight Prize.
The winner(s) of each draw will be selected at random using a random number generator within five working days of the close of the relevant draw.
Winners of a draw shall not be eligible for entry or random selection as winners in subsequent draws.
The “Main Prize”, one of which will be given away in each of draw 1, draw 2 and draw 3 shall include:
Return flights for two to/from Loganair’s UK airport destinations;
Year’s supply of Mackie’s ice cream (provided in voucher format, comprising 26 vouchers – equating to one tub a fortnight); and
A three-night hotel stay for two provided by VisitAberdeenshire (accomodation provider varies according to each draw)
- One prize will be at Douneside House with the following terms and conditions:
- 3 nights for two people staying together. Room type to be assigned at time of booking and is subject to availability, on a room only basis.
- One prize will be at Meldrum House with the following terms and conditions:
- Prize is given subject to availability and is valid for 12 months from the day the winner is informed. Black-out dates are 23rd December 2024 to 2nd January and February 12th to 16th, 2025. Prize is an Estate Superior room for 3 nights and includes full Scottish breakfast for two people. Prize does not include travel.
- One prize will be at Marcliffe Hotel and Spa
- 3 nights for two people staying together in an Executive Room with breakfast each morning. Subject to availability. Festive dates are excluded i.e 18 December - 9 January
The remaining 19 “Flight Prizes” shall include:
Return flights for two to/from Loganair’s UK airport destinations; and
Year’s supply of Mackie’s ice cream (provided in voucher format, comprising 26 vouchers – equating to one tub a fortnight).
The prizes are as stated and there is no cash alternative. The Promoters each reserve the right to alter the prizes and offer a similar alternative prize of the same or greater value should the promoted prize no longer be available or deemed no longer fitting by the Promoters. The prizes may vary dependent on availability or price changes and the delivery date of prizes to winners will depend on stock availability and delivery lead times.
Hotel bookings are subject to availability. Individual booking T&Cs apply for each accommodation provider and can be found on their website. https://www.meldrumhouse.com/ ; https://dounesidehouse.co.uk/ ; https://www.marcliffe.com/ Date restrictions may apply.
With regards to “Flight Prizes” Prize winner seats are subject to availability and embargo restrictions may apply. Travel is only permitted on Loganair operated flights – codeshare services not permitted. Winners should be flexible in their choice of dates and destination. Vouchers are valid for 12 months from date of issue. Loganair require a minimum of 7 days’ notice to process your request. Vouchers are non-transferable and not redeemable for cash in whole or in part. Name changes, extensions or route changes are not permitted. Liability with regards to travel documentation rests solely with the prize winner. Travel is subject to Loganair’s standard conditions of carriage prevailing at the time of travel. Prize winner and companion must travel together. Connecting itineraries are not permitted.
Each winner will be contacted via the email address they have provided as part of the entry process within 5 days of their having been selected, notifying them that they have won and requesting their UK postal address for delivery of the relevant prize. Each winner will have 10 days after being contacted to claim their prize. If a winner does not respond within that time, their prize will be forfeited, and the Promoters shall be entitled to select another winner at random from the remaining valid entries for that draw.
All entries must be made by the entrant themselves. Entrants may only enter once. Bulk entries made from trade, consumer groups or third parties will not be accepted. Incomplete or illegible entries, entries by macros or other automated means (including systems which can be programmed to enter), and entries which do not satisfy the requirements of these terms and conditions in full will be disqualified. If it becomes apparent that an entrant is using a computer(s) to circumvent this condition by, for example, the use of ‘script', ‘brute force', masking their identity by manipulating IP addresses, using identities other than their own or any other automated means in order to increase that entrant's entries into the Promotion in a way that is not consistent with the spirit of the Promotion, that entrant's entries will be disqualified.No liability is accepted for incomplete, or late entries. Entries shall not be valid where the entrant has misspelled their email address and rendered the Promoters unable to contact them. The Promoters reserve the right to verify the eligibility of entrants. The Promoters may require such information as they consider reasonably necessary for this purpose. No responsibility is accepted for entries lost, damaged, or delayed or as a result of any network, computer hardware or software failure of any kind. Proof of sending will not be accepted as proof of receipt.
The winners of all prizes in connection with the Promotion may be asked to take part in publicity accompanying or resulting from this Promotion. The Promoters may request that the winners submit a photo of upon receipt/redemption of their prize for potential use in follow-up marketing activity. The Promoters reserve the right to publish at least the name and county of residence of all winners.
Personal Data supplied by entrants shall be held in accordance with the Promoter(s) (as applicable) privacy policies. Where entrants opt-in to subscribe to the Promoter(s) email newsletters then their information shall be stored for this marketing purpose. Entrants personal data shall only be shared between the two Promoters, and only where necessary for either (i) the contacting of winners and distribution of their prizes, and/or (ii) the addition of entrants who have opted into the other Promoter’s marketing mailing list. The Promoters have entered into a Data Sharing Agreement which ensures that any personal information shall be processed in keeping with the requirements of the GDPR and deleted where not necessary for the above two reasons.
The Promoters accept no responsibility for system errors or other issues that may result in disruption to lost, delayed or not received registrations or winner notifications. If an act, omission, event or circumstance occurs which is beyond the reasonable control of the Promoters and which prevents the Promoters from complying with these terms and conditions the Promoters will not be liable for any failure to perform or delay in performing their obligations.
The Promoters are Mackie’s Limited, a company incorporated under the laws of Scotland with company number SC030096 and registered office of Westertown, Rothienorman, Aberdeenshire, AB51 8US, Loganair Limited, a company incorporated under the laws of Scotland with company number SC170072 and registered office of Lightyear Building 9 Marchburn Drive, Glasgow Airport, Paisley, Renfrewshire, Scotland, PA3 2SJ and VisitAberdeenshire, a company incorporated under the laws of Scotland with company number SC470652 and registered office of P&J Live East Burn Road, Stoneywood, Aberdeen, Scotland, AB21 9FX.
To get in touch with the Promoter(s):
Please email mackies@mackies.co.uk or write to Mackie’s Ltd, Westertown farm, Rothienorman, Aberdeenshire, AB51 8US; and/or
Please email marketing@loganair.co.uk or write to Loganair Limited, Lightyear Building, 9 Marchburn Drive, Paisley, PA32SJ; and/or
Please email info@visitabdn.com or write to VisitAberdeenshire, c/o P&J Live, East Burn Road, Aberdeen AB21 9FX
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Your Rights
Delay
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 delayed or cancelled.
You are entitled to claim compensation depending on the length of the delay:
- *For delays under three hours, you cannot claim compensation
- *For delays of more than three hours, you can claim £220**
**you cannot claim compensation for flights disrupted by weather or extraordinary circumstances.The delay length is calculated using the ARRIVAL time at your destination, not the departure time.
You are entitled to a cash payment, which will be paid by cheque or directly into your bank account if you provide us with appropriate details.
Cancellation
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 you are entitled to claim for compensation, we have provided an online claims form which will assist us in processing your claim promptly, however should you wish to contact us, you may do so by emailing Customer Relations or by writing to Customer Relations, Loganair Limited, Lightyear Building, 9 Marchburn Drive, Glasgow Airport, PA3 2SJ.
Loganair will process you claim or complaint promptly and fairly however once you have received our final response if you remain unsatisfied with the company’s decision and wish to escalate your claim, an Online Dispute Resolution platform has been set up by the European Commission: http://ec.europa.eu/consumers.odr/ which provides easy access to alternative dispute resolution (ADR)
Please note Loganair are not currently subscribed to an approved ADR scheme therefore neither the ODR platform nor any approved ADR providers will be able to accept your complaint.
If you feel it necessary you can log your complaint with CAA’s Passenger Advice and Complaints Team (PACT) by completing the online complaint form via the CAA website: www.caa.co.uk/passengercomplaints Under the subtitle ‘How the CAA can Help’ you will need to click on the link ‘Refer your complaint to us’ You can then access the CAA’s consumer portal where you can submit your complaint to PACT.
Coronavirus - Covid-19
The CAA has been pro-actively reviewing flights cancelled since March 2020 to consider whether they were due to Covid-19. Following their review, they have listed flights on their website which were assessed as being due to Covid-19 and therefore fall under the extraordinary circumstance exemption under EU 261/2004
You can find the latest list of Loganair flights at www.caa.co.uk/Passengers/Resolving-travel-problems/Delays-cancellations/Your-rights/Am-I-entitled-to-compensation-/
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Carriage Conditions
We, us, our – Loganair Limited
You, your – any person holding a ticket who is to be carried or is carried on an aircraft, except members of the crew, or in relation to refunds, the person who paid for the ticket. (See also the definition for passenger).
Agreed stopping places – the places, except the place of departure and the place of destination, set out in your ticket or shown in our timetables as scheduled stopping places on your route.
Airline designator code – the two or three letters or the letter and number which identify particular air carriers (Loganair flights carry the letters LM).
Authorised agent – a passenger sales agent who we have appointed to represent us in selling air transportation on our services.
Baggage – your personal property accompanying you on your flight. Unless we say otherwise, this consists of your checked and unchecked baggage.
Baggage check – the parts of your ticket which relate to carrying your checked baggage.
Baggage identification tag – a document we give you to identify each piece of your checked baggage.
Carrier – an air carrier (whose airline designator code appears on your ticket or on a conjunction ticket).
Checked baggage – baggage which we have taken into our custody and for which we have issued a baggage identification tag or a baggage check or both. (Checked baggage normally travels in the hold of the aircraft).
Check-in deadline – the time limit we have set by which you must have completed check-in and received your boarding pass.
Conditions of carriage – these conditions of carriage or another carrier’s conditions of carriage as the case may be.
Conjunction ticket – if you have a connecting flight in the same booking, or multiple flights in the same booking, we may issue more than one ticket to cover your entire journey. These are called conjunction tickets and together, they make up a single contract of carriage.
Connecting Flight – a subsequent flight providing onward travel on the same ticket or a conjunction ticket.
Convention – whichever of the following apply:
The Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed at Warsaw, 12 October 1929 (referred to below as the Warsaw Convention).
The Warsaw Convention as amended at The Hague on 28 September 1955.
The Warsaw Convention as amended by Additional Protocol No. 1 of Montreal (1975).
The Warsaw Convention as amended at The Hague and by Additional Protocol No. 2 of Montreal (1975).
The Warsaw Convention as amended at The Hague and by Additional Protocol No. 4 of Montreal (1975).
The Guadalajara Supplementary Convention (1961).
The Convention for the Unification of Certain Rules for International Carriage by Air, signed at Montreal, 28 May 1999 (the Montreal Convention) (1999).
Damage – includes death of, wounding of, or bodily injury to a passenger. It also includes loss, partial loss, and theft of, or other damage to baggage arising out of, or in connection with, either carriage on flights we operate or other services we provide.
Days – all seven days of the week. For the purpose of sending notices, we will not count the day on which notice is sent. For the purposes of deciding whether a ticket is valid, we will not count the day on which the ticket was issued, or the first flight began.
Electronic ticket – an itinerary and receipt which has an individual number assigned and flights shown with the places of departure and destination between which you are entitled to be carried in the sequential order in which those flights have been booked, together with any boarding document we have issued to you.
Events beyond your control – unusual and unforeseeable circumstances which you cannot control and the consequences of which you could not have avoided even if you had taken all due care.
Involuntary fare refund – a refund, under clause 10b, of the fare for your ticket.
Itinerary and receipt – a document or documents we or our authorised agents issue on paper, by e-mail, or deliver electronically to passengers travelling with electronic tickets. It contains the passenger’s name, flight information and a receipt.
Passenger – any person holding a ticket who is carried, or is to be carried, on an aircraft, except members of the crew. (See also the definition for you, your).
SDR – a Special Drawing Right as defined by the International Monetary Fund. This is effectively a form of currency for which an exchange rate is published to convert a value into local currency such as UK Sterling.
Stopover – a scheduled stop on your journey at a point between the place of departure and the place of destination.
Tariff – the published fares, charges and related conditions of carriage of an airline which have been filed, where required, with the appropriate authorities.
Ticket – either a document called ‘Passenger ticket and baggage check’ or an electronic ticket, which we or our authorised agents have issued to you.
Transit passenger – a passenger arriving at an airport for onward travel (including to another country) on the same flight from that airport; on a connecting flight from that airport; or on a connecting flight from another airport.
Unchecked baggage – your baggage other than your checked baggage. (You normally take your unchecked baggage with you on to the aircraft).
Validity period – the period for which your ticket is valid.
Voluntary fare refund – a refund, under clause 10c, of the fare for your ticket.
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Cargo and trade services
Notice
Suppose the carriage involves an ultimate destination or stop in a country other than the country of departure. In that case, the Warsaw Convention may be applicable, and the Convention governs and, in most cases, limits the liability of carriers in respect of loss or damage to the cargo.
Definitions
1. As used in this contract, ‘carrier’ means all carriers that carry or undertake to carry the consignments hereunder or perform any other services incidental to air carriage hereunder; ‘Warsaw Convention’ means the Convention for the Unification of specific rules relating to International Carriage by Air, signed at Warsaw, 12 October 1929, or that Convention as amended at The Hague, 28 September 1955, whichever may apply to carriage hereunder.
2. Carriage hereunder is subject to the rules relating to liability established by the Convention unless such carriage is not “international carriage” defined by that Convention. To the extent not in conflict with the foregoing, carriage hereunder and other services performed by the carrier are subject to:
(i) applicable laws (including national laws implementing the Convention), government regulations, orders and requirements.
(ii) applicable tariffs, rules, conditions of carriage, regulations and timetables (but not the times of departure and arrival therein) of the Carrier, which may be inspected at any time at its offices and airports operating regular services.
3. The agreed stopping places (which may be altered by Carrier in case of necessity) are those places, except the place of departure and the place of destination, set forth on the face hereof or shown in Carrier’s timetables as scheduled stopping places for the route.Limitations of liability
4. Except as provided in Carrier’s tariffs or conditions of carriage, or by any applicable law, in a carriage to which the Convention does not apply, Carrier’s liability shall not exceed US$20.00 or the equivalent per kilogramme of any consignment lost, damaged or delayed. In cases of loss, damage or delay of part of the consignment, the weight to be taken into account in determining the Carrier’s limit of liability shall be only the actual weight of the package or packages concerned. Claims shall be subject to proof of value. Any exclusion or limitation of liability applicable to Carrier shall apply to and be for the benefit of Carrier’s agents, servants and representatives, and any person whose aircraft is used by Carrier for carriage and its agents, servants and representatives. For this provision, Carrier acts herein as an agent for all such persons.
Carriages and expenses
5. Carrier may substitute alternate carriers or aircraft without notice and with due regard to the interests of the shipper, substitute other means of transportation. The carrier is authorised to select the routing or to change or deviate from the routing shown on the face.
6. The charge specified on this courier air consignment note does not include any appropriate customs duties or taxes, and the carrier is authorised (but not obliged) to advance any such duties and taxes in respect of the goods, and the shipper and consignee are jointly and severally liable to reimburse the carrier, therefore.
7. The consignment is deemed to be consigned from the shipper named on this courier air consignment note to the consignee named at the address as shown overleaf. If the consignee refuses to accept delivery at such address, if the carrier cannot deliver to such address, or if such address is incorrectly completed, the consignment shall be dealt with by the carrier’s Conditions of Carriage. The shipper guarantees payment of all charges and advances.Notice of Claims and Time Limitations on Actions
8(i). No actions shall be maintained in the case of damage to goods unless a written notice, sufficiently describing the goods concerned, the appropriate date of the damage and the details of the claim, is presented to an office of the carrier within 14 days from the date of receipt thereof, in the case of delay unless presented within 21 days from the date the consignment is placed at the disposal of the person entitled to delivery, and in the case of loss (including non-delivery) unless presented within 120 days from the date of issue of the Air consignment note.
(ii). Any right to damages against the carrier shall be extinguished unless an action is brought within two years from the date of arrival at the destination, from the date on which the aircraft should have arrived, or from the date on which the transportation stopped.Compliance with Laws and Regulations
9. The shipper shall comply with all applicable laws, customs and government regulations of any country to, from, through or over which the consignment may be carried, including those relating to the packaging, carriage or delivery of the consignment, and shall furnish such information and attach such documents to the air consignment note as may be necessary to comply with such laws and regulations. Carrier is not liable to the shipper or any other persons for loss or expenses due to the shipper’s failure to comply with this provision.
Agents
10. A Carrier issuing a courier air consignment note for carriage over lines of another Carrier does so only as its agent.
11. No agent, servant or representative of Carrier has authority to alter, modify or waive any contract provisions.Security
12. The Carrier reserves the right to open and inspect any consignment for security screening.
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Hold Booking Request Form
If you were due to attend an event that has been confirmed as rescheduled or cancelled, then you may request a credit voucher for the original value of the journey.
Vouchers can be redeemed against new bookings made within 3 months of receipt of the voucher for future travel.
In this instance, you will be required to provide supporting documentation of a major event cancellation or rescheduling that you were due to attend – this can be uploaded via the form below.
Please kindly take note:
- Your booking must have been made directly with Loganair and not via a third party/travel agent.
- All remaining unflown flights will be converted to a voucher.
- Vouchers can be redeemed against a new booking made within 3 months of the voucher issue date, for future travel dates.
- The lead passenger from the original booking must travel on any flights purchased with the voucher.
- Your request will be reviewed and actioned within 7 working days.
- This flexibility is only being offered for events affected in the month of September 2022 as a result of the passing of Queen Elizabeth II
