Complaints procedure
If something has gone wrong, we want to hear it from you rather than read it in a review. This page sets out exactly how to raise a complaint with Empty Leg UK, how quickly we will respond, and what happens if you are not satisfied with our answer.
Every complaint is logged, read by a department head, and used to review how we work. Raising one does not affect any booking you have with us, now or in future.
Percival Way, Luton LU2 9PA
United Kingdom
The booking reference, if you have one
The date of the flight and the route
What happened, in your own words
What you would like us to do about it
How quickly we will respond
| Stage | Timescale |
|---|---|
| We acknowledge your complaint and tell you who is handling it | 3 working days |
| We send a full written response | 14 working days |
| If the matter is complex or depends on an operator's own investigation, we tell you why and give a date | no later than 28 days |
If your complaint concerns a flight that is happening now or within the next few hours, do not use this procedure. Call your consultant or the number above and we will deal with it in real time.
How a complaint is handled
Complaints about the flight itself
We are a broker, not an airline. Your aircraft is operated by a separate company holding its own Air Operator Certificate, and that operator is responsible for the conduct of the flight, the crew and the aircraft. Some complaints therefore have to be answered by them rather than by us.
That is not a way of passing you along. Write to us and we will put the complaint to the operator ourselves, chase it, and stay involved until you have an answer. Where the fault is ours, in how we quoted, advised, booked or communicated, we deal with it directly and we do not hide behind the operator.
If you are still not satisfied
Our stage 3 response is our final answer. If it does not resolve matters, your statutory rights as a consumer are unaffected and you remain free to take the matter further, including through the courts of England and Wales.
Where a complaint concerns how we have handled your personal data, you can also raise it with the Information Commissioner's Office, the UK data protection regulator. Their contact details are on the ICO website, and you do not need our permission to approach them.
Feedback that is not a complaint
If something simply could have been better, tell us anyway. Comments of that kind go to the same address, they are read by the same people, and a good number of the things we now do as standard started as a passing remark from a client.
Write to complaints@empty-leg.co.uk or call +44 7857 574938. Office hours are 07:00 to 23:00, seven days a week, and messages are read outside them too.