Door to Door: a travel guide for disabled people

If things go wrong

Complaining effectively | Complaints by transport mode

Complaining effectively

The information in this website is designed to help you plan and make journeys in safety and comfort. However, if your journey does not go according to plan you may wish to complain about the service you received. In order to get the best possible result, it is important to follow the correct procedure when making a formal complaint. Whatever the means of travel you used there are some key things to do:

  • Make a note of the full details of the journey you want to complain about at the time: for example the date and time of travel, start and finish points, the licence number of the vehicle and name or number of the driver concerned - the more information and precise details you can give the better.
  • Put your complaint in writing and send by post, e-mail or fax. Most organisations will only consider complaints if they are put in writing - some have special forms for "customer comments". You may need to send your ticket with your complaint, so retain it if possible.
  • Keep a copy of any correspondence you send.
  • Send your complaint as soon a possible after the event about which you wish to complain.

The purpose of your complaint may be to seek an explanation of what went wrong, or get an apology, or some form of compensation, or all three. In all instances your complaint should first be directed to the organisation you consider responsible for the failure to provide a satisfactory service, to give it a chance to investigate what went wrong and to respond.

The transport operator may require or advise advance notification of any assistance required by a disabled traveller. If you did indeed provide such advance indication of the assistance you needed, that can only strengthen your position in any subsequent complaint about the service you received.

If you are dissatisfied with that reply, then you may wish to take the matter further by contacting the appropriate users' organisation or licensing authority.

If you believe that you have been discriminated against when making a journey because you are disabled you may wish to contact the Equality and Human Rights Commission. They may be able help you to resolve the matter by conciliation with the transport operator concerned, but if that fails, in some circumstances they may be prepared to support complainants in taking legal action through the courts.

In the first instance you should write to the transport or travel company whose service you used. Only once you have done this, and if you are dissatisfied with the response, should you take the matter further as follows (remember to send copies of your earlier correspondence):

Complaints by transport mode

Complaints about travel by bus

BUS USERS UK, PO Box 2950, Stoke-on-Trent ST4 9EW. More details can be found at: www.bususers.org.

Complaints about travel by train

Passenger Focus (formerly the Rail Passengers Council), to whom you can appeal if you are dissatisfied with the response to your complaint from the train operating company. Passenger Focus can make representations to mediate with the train company on your behalf. They can independently review your complaint and judge whether they feel it was handled fairly and appropriately. They may not be able to get you the outcome you were hoping for but if they feel that the train company could do more for you then they will make representation to them on your behalf. Details can be found at: www.passengerfocus.org.uk.

Complaints about travel by taxi or private hire (minicab)

The licensing authority concerned - usually the local district council or, in London, The Public Carriage Office (www.tfl.gov.uk/tfl/contact/pco/). You will need to quote the taxi license number - displayed inside and on the outside of the vehicle. If the driver was working independently of a company, write direct to the licensing authority.

Complaints about travel by air

If your booking has been refused or you have been refused boarding on the grounds of disability or reduced mobility, you should complain in the first place to the airline or tour operator. If they have not already done so, ask them to give reasons for their decision. To ensure relevant records are kept, complaints should be made as soon as possible after the incident has occurred.

If you are not satisfied, you may then complain to the Equalities and Human Rights Commission (EHRC). They will advise on your rights under the law and what further action you could take.

For complaints concerning airports in Northern Ireland or flights from Northern Ireland contact The Consumer Council for Northern Ireland.

The Civil Aviation Authority has the powers to prosecute breaches of this law and will work with the EHRC and Consumer Council to monitor complaints and ensure compliance. Should an airline be found guilty, it could be subject to an unlimited fine.

The Air Transport Users' Council also investigates complaints about air travel in certain circumstances and has advice about how to make complaints: www.caa.co.uk/default.aspx?catid=1776&pagetype=90.

Complaints about travel by sea

If you have a problem, in the first instance you should notify your travel agent, tour operator, port or ship operator immediately. It may be possible to solve the problem straight away and this will ensure that those responsible know when things do not work so that they can get it right next time.

If the problem is not resolved contact the organisation afterwards and ask for an explanation. If you are still not satisfied with their response, you may wish to contact the Passenger Shipping Association (PSA), whose members include both cruise and ferry operators. The PSA operates a conciliation service for customers who have been unable to solve a dispute with a PSA Member. More information on this can be found on their website: www.the-psa.co.uk/default.asp?PID=4&PPID=4.

Complaints about travel by community transport

Community Transport is funded from a wide variety of sources, you should contact Community Transport Association (CTA) who may be able to give you more advice about who to contact and what to do next.

Complaints about travel by public transport in London

London TravelWatch is the official watchdog organisation representing the interests of transport users in and around the capital (officially known as London Transport Users Committee). It will investigate suggestions and complaints from users who are dissatisfied with the response received from the service provider. Its remit covers transport in and around London including the Underground, the National Rail network, London's bus network, Docklands Light Railway, Croydon Tramlink, taxis and other users of the Greater London Road Network. Details can be found at: www.londontravelwatch.org.uk.

Complaints about travel agents

(If the agent is ABTA registered) The Association of British Travel Agents: www.abta.com.

Complaints about tour operators

(If the holiday company or tour operator operates under an Air Travel Organiser's Licence) The Civil Aviation Authority - ATOL Department: www.caa.co.uk/default.aspx?catid=27.

Complaints about discrimination

If you wish to pursue a complaint about discrimination on the grounds of your disability, you should first contact the Equality and Human Rights Commission helpline on 08457 622 633 where you can discuss the problem you encountered and the best way to proceed: www.equalityhumanrights.com.

The Disabilty Rights Commission (now the Equality and Human Rights Commission) was created by the Disability Rights Commission Act (DRCA) 1999. Section II of the DRCA imposes the following duties on the Commission:

  • To work towards the elimination of discrimination against disabled persons;
  • To promote the equalisation of opportunities for disabled persons;
  • To take such steps as is considered appropriate with a view to encouraging good practice in the treatment of disabled persons; and
  • To keep under review the workings of the Disability Discrimination Act (DDA) 1995 and this Act.

The Commission has given itself the mission of seeking to achieve a society in which all disabled people can participate as equal citizens.

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