Airports - Staff conduct

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Airports and airlines are required to give their staff a certain amount of training to accommodate disabled passengers.

If you feel you have been treated badly by staff, you should complain to either the airline or the airport managing body that employed them. If they are unable to resolve the matter to your satisfaction, you should refer the matter to the Civil Aviation Authority.

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

Most airport parking areas are managed by private parking companies. If you’ve had an issue with a private parking firm, 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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