Comments & Complaints about Airport Services
The Heathrow Airport Consultative Committee is concerned about the quality of services provided at the Airport and the effects of its operations on local communities.
Any comments or complaints about these matters should be addressed to Heathrow Airport Limited, the operators of the Airport for consideration and a response.
If your concern is about noise or other environmental matters, contact can be made direct to Heathrow on Freephone, number 0800-344844, or via e-mail to: noise_complaints@heathrow.com or on their website www.heathrow.com/community.
Complaints about the passenger facilities at Heathrow which are provided under the auspices of Heathrow Limited, can be referred in a number of ways:
Direct to the Terminal Manager concerned
Through the airport’swebsite www.heathrowairport.com/feedback
Via Heathrow’s social media sites – Twitter or Facebook
Or through the Passenger Services Sub-Committee of this Committee.
We are happy to receive comments and compliments about the airport and if you are unhappy with the response to a complaint from Heathrow, you can refer the matter to this Committee for further consideration. If we consider that the response from BAA Heathrow is unsatisfactory, we can refer the matter for an explanation to a senior manager, the Managing Director of the Airport or, ultimately, if that is believed necessary, to the Chief Executive of LHR Airports Limited, which is the Group owner of Heathrow Airport.
Some passenger facilities, such as check-in and baggage, are dealt with by the airline concerned and complaints or other matters relating to airline activities should be made to:
Passenger Advice and Complaints Team
4th Floor
CAA House
45-59 Kingsway
London
WC2B 6TE
Phone: 020 7453 6888
Fax: 020 7453 6754
passengercomplaints@caa.co.uk