Airports - Denied boarding

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If you have a valid ticket and documentation, European regulation says you should never be denied boarding on the grounds of disability or lack of mobility. Airlines can only ever deny you access on the grounds of safety (for example, if a wheelchair cannot be safely accommodated and may cause a risk to you or others on the flight). If an airline refuses your reservation, denies you boarding or requires you to be assisted, they must confirm their reasons in writing to you within five working days of their decision.

You should know

Should you complain to the airport or the airline? Things can get pretty confusing, since there are certain things an airport can’t deal with.

Airports can deal with complaints about:

Facilities
Airport shuttle services
Lost property (for property that you haven't checked in)
Noise and environmental issues
Accessibility issues
Security and searches

Airports can't deal with complaints about:

Long queues at check-in

If long queues at check-in have negatively impacted your journey, you should contact the airline you flew with to raise your issue via the Resolver homepage. Their staff are responsible for making sure check-in queues move at a reasonable speed, allowing customers to check in on time.

Airport parking

Many airport parking areas are managed by private parking companies. If you’ve had an issue with a private parking firm that isn't owned and operated by an airport, you should raise it directly with them via the Resolver homepage.

Retail

If you’ve had a problem with a retailer within an airport, you should complain directly to the retailer in question via Resolver’s homepage.

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