CUSTOMER FEEDBACK AND COMPLAINTS POLICY Introduction

Classification: Public

CUSTOMER FEEDBACK AND COMPLAINTS POLICY

Introduction

At Heathrow Airport we put customer service and commitment at the heart of what we do, and

our vision is to provide the best possible service to our passengers. To achieve this, Team

Heathrow works together to serve passengers and strive towards achieving our values set out

below.

How to make a provide feedback or make a complaint

This policy outlines the ways you can provide feedback or make a complaint.

We are a customer-orientated business and we are dedicated to meeting the needs of our

passengers. We hope that you don’t have to make a complaint about the service you receive at

Heathrow, but we are sorry if things haven’t gone as you expected. We want to hear your

feedback, so we can try and resolve any issues as soon as possible.

Your feedback is really important to us and helps us to measure the eectiveness and quality of

service that we provide and the ways that we engage with our passengers. As well as addressing

passenger complaints we are always happy to receive your suggestions you may have on how

we can do things better.

To conﬁrm, this policy does not apply to: bookings that were made through a third party or

agency; complaints that relate to an airline; or matters that have already been fully investigated

through our customer complaints procedure.

Make a complaint during your journey

If you are at the airport and you wish to submit a complaint, you can speak directly with a Team

Heathrow member who will try to assist you in real time. Everyone at Team Heathrow is

committed to providing excellent service and should be your ﬁrst point of contact should things

go wrong.

Make a complaint using our online feedback form

If a complaint is not resolved at the time of dissatisfaction, you can make a complaint by going

to the Heathrow Airport Feedback page, by clicking here

or by typing the following URL into your

internet browser:

https://www.heathrow.com/more/contact-us/airport-feedback.

The online form is a comprehensive way of raising a complaint. It allows you to pick the area of

service you wish to submit a complaint about and directs your complaint to the relevant

department straight away.

Alternatively, if it is not a complaint that Heathrow can deal with directly, it signposts you to the

relevant guidance pages for further information and assistance.

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Make a complaint by post

You can also write to us at the following postal address:

Customer Services Team

Heathrow Airport Limited

The Compass Centre

Nelson Road

Hounslow

Middlesex

TW6 2GW

Speak to a member of our Customer Services Team

If you wish to talk directly to a member of our Customer Services Team to discuss your

complaint, you can call us on:

If you are calling from inside the UK: 0344 335 1801*

If you are calling from outside the UK: 00 44 20 7360 1250

Text phone for the hearing impaired: 0344 571 7410*

* Calls cost 7p per minute plus your telephone company’s network access charge

Our lines are open daily from 08:00hrs to 20:00hrs.

You can use the following social media platforms to provide your feedback:

X (formerly Twitter): twitter.com/heathrowairport by sending us a tweet or direct message

Facebook: facebook.com/heathrowairport by sending us a direct message

Information needed from you

So that we can investigate your complaint eiciently and eectively, it is important that we have

all the key information from the outset. Where possible, please provide the following

information in your complaint:

• Your full name (as it shows on your ticket/booking conﬁrmation)

• Your preferred contact details (email address, phone number, postal address)

• Your date of travel

• Your ﬂight number

• Which terminal you used

• If relevant, which service or car parking product you used (and at which terminal)

• Speciﬁc details of your complaint (including the names of sta members that you spoke

to) and how this impacted your travel and/or use of service

• Any other relevant details regarding your complaint

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How we will investigate your complaint

We aim to acknowledge all complaints within 72 hours. Depending on the complexity of the

matter, it can up to 30 days to investigate. If the matter is likely to take longer than our

anticipated timescales, we will notify you that the investigation is ongoing and that we will come

back to you as soon as possible.

Our response will include information relating to the investigation and will provide you with a

detailed outcome of your complaint.

Data Privacy

As part of our commitment to data privacy we adhere to the provisions outlined in both the UK

GDPR and the Data Protection Act 2018. Therefore, if you are submitting a complaint on behalf

of another passenger, we must obtain formal consent from the individual in question before

entering into discussions with you and / or disclosing speciﬁc details pertaining to their

experience at Heathrow. This process may include mandatory identiﬁcation checks for both the

complainant and yourself as the representative, even if you were traveling together, along with a

signed letter of authority from the individual on whose behalf you are lodging the complaint.

If you are not satisﬁed with the outcome of your complaint relating to Assistance Services

(or ‘Persons with Restricted Mobility’ or ‘PRM’ Services)

You can contact CEDR who may be able to assist you further:

Contact the Centre for Eective Dispute Resolution (“CEDR”)

If your complaint relates to Assistance Services, and you are not satisﬁed with the outcome of

your complaint, you can contact CEDR’s Aviation Adjudication Scheme. CEDR provides an

independent and impartial dispute resolution service.

Please note that CEDR will only review your case if you have attempted to resolve your

complaint directly with us in the ﬁrst instance and that the of raising a case with CEDR is

£25.00.

You can ﬁnd out more about CEDR by clicking here

or by typing the following URL into your

internet browser:

https://www.cedr.com/consumer/aviation/

Should you wish to submit your case to CEDR for review, please contact CEDR using the

following details and providing the relevant information so they can assess your case:

Centre for Eective Dispute Resolution (“CEDR”)

Consumer Disputes

International Dispute Resolution Centre

70 Fleet Street

London

EC4Y 1EU

Contact Number (Aviation): 0207 536 6099

Email: aviation@cedr.com

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Data protection

Heathrow is committed to protecting your personal information when you use our services. For

details regarding how it is used, please see our privacy notice by clicking here

or by typing the

following URL into your internet browser:

https://www.heathrow.com/more/help-with-this-website/privacy-notice

Vexatious or abusive complaints

Heathrow will not respond (or continue to respond) to any complaints made that are of an

abusive or threatening nature. We do not tolerate any abusive or threatening language or

behaviour towards our Team Heathrow colleagues, and where we deem it necessary, such

complaints will be handed to the