The most effective ways to complain to airlines – and how to keep your cool

CUSTOMERS who have had a flight delayed or cancelled will want to complain to the airline.

But there are ways to make your complaint that are more – or less – effective than others.

Consumer rights advocate Michelle Couch-Friedman is executive director at the , and has some tips for the best ways to make your case.

She told Sun Online Travel that the best thing you can do is to know your rights when it comes to speaking to an airline about a problem that’s taken place.

Michelle recommends quoting EC261, the part of EU law that means customers will get a refund of €250 to €600 for flights that are delayed more than two hours.

She said: “Make sure that you know your rights when it comes to flights being delayed or cancelled."

She continued: “It’s a good idea to read these rules over before you call an airline so that you know when you’re entitled to.”

Michelle also advised that passengers keep their cool when contacting a carrier – although it can be easy to get wound up.

She advised: “Passengers that contact an airline in a huff aren’t going to get anywhere.

“Airlines will often issue complaining customers with some kind of money off or travel vouchers as a goodwill gesture.

“If you lose your temper right at the start, on the phone or email, and tell the airline that you’re never going to use them again before you’ve even got into a real conversation, you won’t get the voucher and you have also instantly made an enemy of the airline."

She continued: “The rest of your claim will then become even harder – so it’s certainly worth taking some deep breaths and keeping as calm as you can. Keep it short and sweet.”

In terms of who to complain to in the organisation, make sure to pick somebody at the correct level.

Michelle said: “There’s no point going straight to the CEO of a company – they are unlikely to read your letter, and once you’ve gone to the top then there’s nowhere else to go.

“Complain via customer services – this is what they’re there for.

“Quote EC261, be polite, and be direct. You want them to help you. Don’t waffle.

“You want your letter to stand out as these agents will receive hundreds of complaints per week.”

Sun Online Travel previously revealed that a quarter of UK flights were disrupted by delays or cancellations this year - and here's how to claim compensation if yours was.