The Airline Complaint Letter Template is designed for use in the Australian jurisdiction when passengers need to formally address issues with airline services. This document type is essential when informal resolution attempts have been unsuccessful or when the nature of the complaint requires formal documentation. The template incorporates relevant references to Australian Consumer Law, the Civil Aviation Act 1988, and international conventions where applicable. It provides a structured format for detailing flight information, describing incidents, documenting damages or losses, and requesting specific resolutions. The template is particularly valuable for ensuring that all necessary information is included and that the complaint is presented in a professional manner that aligns with airline complaint handling procedures and regulatory requirements.
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1. Sender's Contact Information: Full name, address, phone number, and email address of the complainant
2. Date: Current date when writing the letter
3. Recipient's Information: Airline's customer service department address and/or specific contact person
4. Subject Line: Clear indication that this is a complaint letter with reference number if available
5. Flight Details: Flight number, date, route, booking reference number, and any relevant ticket numbers
6. Description of Incident: Clear, factual account of what went wrong, including specific dates, times, and locations
7. Impact of Incident: Explanation of how the incident affected you, including any financial losses or inconvenience
8. Previous Contact Attempts: Summary of any previous attempts to resolve the issue, including dates and reference numbers
9. Specific Request: Clear statement of what resolution or compensation you are seeking
10. Closing Statement: Professional closing with a specific timeframe for expected response
1. Legal Rights Reference: Include when specifically citing consumer protection laws or regulations that support your case
2. Witness Information: Add when there were witnesses to the incident who can verify your account
3. Medical Information: Include when the complaint involves health issues or medical complications
4. Third Party Expenses: Add when claiming compensation for additional expenses incurred due to the incident
5. Social Media Reference: Include when there has been relevant social media interaction about the incident
6. Safety Concern: Add when reporting specific safety issues observed during the flight
1. Evidence Documentation: Copies of tickets, boarding passes, receipts, and booking confirmations
2. Expense Records: Detailed list and proof of any additional expenses incurred
3. Photo Evidence: Any relevant photographs documenting the issue (e.g., damaged baggage)
4. Communication Records: Copies of previous correspondence with the airline about this issue
5. Medical Documentation: Any relevant medical reports or certificates if the complaint involves health issues
Relevant legal definitions
Clauses
Relevant Industries
Aviation
Travel and Tourism
Transport
Customer Service
Consumer Rights
Legal Services
Insurance
Hospitality
Relevant Teams
Customer Service
Legal
Compliance
Consumer Affairs
Claims Processing
Quality Assurance
Customer Relations
Corporate Travel
Dispute Resolution
Risk Management
Relevant Roles
Customer Service Representative
Passenger Rights Advocate
Consumer Affairs Manager
Legal Counsel
Claims Handler
Customer Experience Manager
Compliance Officer
Travel Manager
Corporate Travel Coordinator
Quality Assurance Specialist
Customer Relations Manager
Dispute Resolution Officer
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