Your Rights

Following the Uk's withdrawal from the EU the UK government has implemented retained legislation pertaining EC261/2004. Here in any reference to EU261/2004 also refers to the retained legislation.

Compensation

If you suffer flight disruption and need to claim compensation please use the online claim form provided. Loganair will process your claim form as quickly as possible, provided you give us all required information.

Where you may be entitled to compensation:

  • You must submit your claim directly to us and allow us 28 days (unless a shorter time is prescribed by law) to respond directly to you before engaging a third party to claim, or progress your claim, on your behalf. Claims can be submitted via our website or in writing to us at our registered office address.
  • We will not process claims submitted by a third party unless you have submitted your claim directly to us and have allowed us the time to respond as specified above.

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-/

 

FAQs

  • 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-/

     

  • For information on refunds, please fill in this form 

  • Lost Bags

    Should you find that your baggage has not arrived, you should contact our ground handling staff immediately. Details of your Baggage will be taken and if applicable you will be authorised to purchase essential items up to a maximum of £25 per day for 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, by online form provided or by post to:

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

    Damaged Bags

    Should you find that your baggage has been damaged you should contact our ground staff immediately. Details of your baggage will be taken. Where appropriate a replacement bag may be provided.

    Should you need to make a claim, this will be required in writing within seven days after your arrival, by online form provided or by post to:

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

    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.

  • 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.

  • 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

    Further information on passenger rights can be obtained by visiting the Civil Aviation Authority website: www.caa.co.uk.