Feedback

Complaints tell us where the operation is failing, and compliments tell us who is holding it together. Both are read, and both reach the people concerned.

If something went wrong on a recent flight, include your booking reference and the date. That lets us pull the actual record rather than asking you to explain it twice.

We acknowledge every message within one working day and aim to resolve within five. Where a resolution takes longer — a baggage claim, for instance — we tell you where it stands rather than going quiet.

If you are unhappy with how we have handled something, ask for it to be escalated and it will go to the head of customer experience.