Airline Complaint Letter Template for England and Wales

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Key Requirements PROMPT example:

Airline Complaint Letter Template

I need an Airline Complaint Letter Template to file a formal complaint against British Airways regarding a 6-hour flight delay on March 15, 2025, from London to New York, with specific emphasis on EU261 compensation claims.

Document background
The Airline Complaint Letter Template is designed for use when passengers need to formally address issues with airline services in England and Wales. It provides a structured format for documenting grievances relating to flight delays, cancellations, baggage issues, or service quality concerns. The template ensures compliance with relevant UK aviation regulations, including retained EU law and consumer protection legislation, while incorporating necessary elements for effective complaint resolution. This document serves as a vital tool for passengers seeking compensation or remedial action from airlines operating within UK jurisdiction.
Suggested Sections

1. Personal Details: Your name, address, contact information, and booking reference

2. Flight Details: Flight number, date, route, and airline information

3. Complaint Nature: Clear description of the issue (delay, cancellation, lost baggage, etc.)

4. Impact Description: How the issue affected you and any costs incurred

5. Previous Communication: Reference to any previous contact with the airline

6. Specific Request: Clear statement of what remedy you're seeking

Optional Sections

1. Supporting Evidence Reference: Section referring to attached documents, photos, or receipts - used when you have documentary evidence supporting your claim

2. Legal Rights Citation: Section citing specific regulations supporting your claim - used when claiming specific compensation under EU261 or other regulations

3. Response Deadline: Section specifying timeframe for expected reply - used when escalating a previous complaint or in urgent situations

Suggested Schedules

1. Booking Confirmation: Copy of original flight booking

2. Boarding Passes: Copies of boarding passes or e-tickets

3. Expense Receipts: Documentation of costs incurred due to the issue

4. Previous Correspondence: Copies of previous communications with the airline

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Relevant legal definitions
Industries

EU Regulation 261/2004: Key aviation regulation retained in UK law post-Brexit that establishes common rules on compensation and assistance to passengers in the event of denied boarding, flight cancellations, or long delays

UK Air Passenger Rights and Air Travel Organisers' Licensing (Amendment) (EU Exit) Regulations 2019: Post-Brexit legislation that ensures continued protection of air passenger rights in the UK, adapting EU regulations for UK jurisdiction

Consumer Rights Act 2015: Primary UK consumer protection legislation that covers contracts for goods and services, including air travel services

Consumer Protection from Unfair Trading Regulations 2008: Regulations protecting consumers from unfair commercial practices, misleading actions or omissions by traders including airlines

Package Travel and Linked Travel Arrangements Regulations 2018: Legislation protecting consumers who book package holidays or linked travel arrangements

Common Law Contract Principles: Fundamental principles of contract law in England and Wales governing formation, terms, and breach of contracts

Unfair Contract Terms Act 1977: Legislation regulating unfair terms in contracts, particularly those attempting to exclude or restrict liability

Unfair Terms in Consumer Contracts Regulations 1999: Regulations protecting consumers from unfair terms in standard form contracts with businesses

UK GDPR: Data protection regulation governing how personal information must be handled and processed in the UK

Data Protection Act 2018: UK's implementation of data protection standards, complementing and supplementing the UK GDPR

Alternative Dispute Resolution for Consumer Disputes Regulations 2015: Regulations governing alternative dispute resolution procedures for consumer disputes, including aviation matters

Limitation Act 1980: Statute setting time limits for bringing legal claims, including claims against airlines

Montreal Convention 1999: International treaty governing airline liability for international carriage of passengers, baggage, and cargo

Warsaw Convention: Historic international air carrier liability convention, still applicable in some circumstances alongside the Montreal Convention

Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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