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 BAA Heathrow 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 BAA Heathrow on Freephone, number 0800-344844, or via e-mail to: noise_complaints@baa.co.uk. (Their website is at www.baa.co.uk - see Heathrow and Contact Us.)

Complaints about the passenger facilities at Heathrow which are provided under the auspices of BAA Heathrow Limited, can be referred direct to the Terminal Manager concerned (see the BAA website at www.baa.co.uk) 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 BAA, 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 BAA Plc 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:

The Air Transport Users Council
CAA House
45-59 Kingsway
London WC2B 6TE

Telephone: 020 7240 6061 (website at www.auc.org.uk)