Delayed flight, cancellation of it at all, unexpected surcharge for tickets - all this is an occasion in order to write a complaint to the airline. However, far from everyone knows how to make such a complaint. After all, you need to take into account all the nuances, requests and wishes to indicate clearly. And do it in a laconic form.
Instruction manual
1
A claim to the airline is issued as a regular application. Indeed, in fact, it is them. Therefore, first indicate in the upper right corner of the sheet? in whose name are you submitting your paper. As a rule, this is either directly the head of the airline company (general director, founder, executive director, executive, etc.), or it can be the head of a specially created claims department of the airline. All regalia of the person in charge, as well as his last name, first name and patronymic, you can either on the Internet or by calling the company’s call center. You also need to write your contact details here. Do this as accurately as possible so as not to delay the receipt of a response to your request.
2
Next, write “claim” in the middle of the sheet. On the next line, indicate why you are composing it. For example, about a flight delay and incurred in connection with this loss. Then proceed to a more detailed statement of your problem.
3
Be sure to include in the claim the essence of your situation and requirements for the air carrier, as well as contact details and bank details (in case you want to return your money). Do not forget to clearly indicate the dates and, if possible, the exact time of what happened.
4
It is advisable to familiarize yourself with the main provisions of the Air Code of the Russian Federation before filing a complaint. If you find it difficult to get used to the special terminology, contact a competent lawyer. It will help you correctly use quotes and links to articles of this law in your complaint.
5
After you have detailed all your claims to the carrier, proceed to a description of your requirements. Here, preferably on numbered points, write down all your conditions. If the airline itself does not want to carry them out, then after the trial it will be easier to determine what exactly you would like to receive as a payment of moral damage.
6
It is also advisable to attach any evidence to your claim. For example, your flight was delayed for a day. For this, you want reimbursement of all your expenses that you had to incur to buy food and pay for a hotel room. In this case, you need to collect all the checks and add them to the application. Do not forget to also attach to the claim and a sheet listing the evidence provided. Be sure to put down the date when you made the claim statement and endorse the document.
7
Remember that the procedure for filing a claim with an air carrier is regulated by article 124 of the Air Code of the Russian Federation. According to this provision, you must submit your application at the airport of departure or destination (wherever you want). You can submit your claim to an airline representative. However, be prepared for the representative not to want to accept your application. In order to get things going, you need to be more insistent.
8
You can also file your claim at the airline’s office, for example, if you did not find a representative of the airline at the airport. Make your claim in duplicate. You must transfer one of them directly to the defendant, and leave the second with the airline’s mark that this copy is valid.
9
If suddenly the airline does not want to take your application from you or does not put a mark on receipt, then find two witnesses who will confirm this fact. This is necessary so that later in the event of a trial you can fight for your rights.
10
If suddenly you cannot bring your claim yourself, then send it by mail. In this case, send one copy by registered letter with acknowledgment of receipt. This will also be proof that your application has reached the addressee.
