Once I file my complaint, what happens?
When the Authority receives a complaint, a few things must be verified before the complaint can be processed.
First, the complaint is examined to determine if it falls within the jurisdiction of any other
government department or agency. If so, then it will be referred to the appropriate organization, and at the same time you will be notified where it has been sent.
Then, it must be verified that you have first raised the issue with the air carrier. If you have not, then your complaint will be forwarded to the airline on your behalf to give the carrier the opportunity to resolve it.
If you are still not satisfied with the way in which the airline handled your complaint, then the Authority can will get involved. The nature of the complaint and the outcome that you seek will be determining factors in how the Authority deals with your complaint.
Your complaint will be reviewed to ensure that it is clear and complete. It is possible to expedite matters if you collect all the facts, receipts, names and numbers of people who were involved and, most importantly, a copy of the ticket. Having this information at hand will greatly assist in the review and resolution of your complaint.
Once the Authority has received all your relevant information, it will be forwarded to the carrier to give the airline a chance to respond. Should the air carrier raise any new issue or information, then you may be asked to respond. The Authority will try, whenever possible, to arrive at a solution acceptable to both parties.
Even if your particular complaint cannot be resolved, it will prove useful in assisting the Authority to analyze issues for the airline industry.
If you are curious about the status of your complaint at any time, you may call the Authority staff assigned to your case, using your case reference number, to get an update.