Loganair レビュー 

Loganair からの回答

2026年3月6日

I am very sorry that we have not been able to deal with your correspondence as promptly as you would have wished.

We are currently managing an unusually high volume of claims following several significant weather events reported by the Met Office in the latter part of 2025 and early 2026.

Unfortunately, this has had an impact on our response times, and we are truly sorry that you have been affected by these delays.

In line with normal procedures and to remain fair to all our customers, we are dealing with all correspondence in chronological order, and we aim to address each customer's enquiry as soon as possible.

Please be assured we will be in contact with you on concluding our investigations. ^JH

Loganair からの回答

2026年2月23日

Hi.

Thanks for taking the time to share your experience with us — we really appreciate it.

Delays are never ideal, so we're glad the team kept you updated and that things still went smoothly once you were onboard. It's great to hear the crew made a good impression and that you were happy with the condition of the aircraft.

Knowing you felt it was good value for money and would choose to fly with us again really means a lot.

We look forward to welcoming you back on board soon. ^JH

Loganair からの回答

2026年2月23日

Thanks so much for taking the time to share your experience with us.

We’re really happy to hear that your trips to Scotland have been smooth and enjoyable. That’s exactly what we aim for, so it’s great to know we’re getting it right.

We really appreciate you choosing to fly with us, and we hope to welcome you on board again soon. ^JH

Loganair からの回答

2026年2月19日

Thank you for your feedback, and I’m very sorry for the delay and the frustration this has caused. A long flight delay is stressful enough, and waiting this long for an update is understandably disappointing.

We are currently dealing with an unusually high volume of claims following major weather events in late 2025 and early 2026, which has unfortunately extended our response times. Your claim is still moving through our review process, where each case is assessed individually in line with EU/UK261 regulations.

We review claims in the order they’re received to ensure fairness for all customers. Our Customer Relations Team will contact you as soon as your assessment is complete, or sooner if we need any further information.

Thank you for your continued patience.^JH

Loganair からの回答

2026年2月20日

Thank you for taking the time to share your feedback, and I’m very sorry to hear about the disruption you experienced.

Your flight was cancelled due to the adverse weather conditions on the day, with significantly reduced visibility caused by fog. Unfortunately, the conditions were below the safe operating limits required for the aircraft to depart or land safely. We understand how frustrating this is, but safety must remain our highest priority.

When a cancellation occurs, we aim to get customers to their ticketed destination as soon as operationally practical. This includes rebooking onto the next available service and, where needed, providing ground transport to ensure you can reach your original destination.
I’m sorry that your experience did not reflect the level of care and support we strive to provide, and I appreciate how difficult it must have been to face an extended delay and the arrival airport being different from where your car was located.

Thank you again for your feedback — it helps us identify where we need to improve the support we offer during unexpected disruptions. ^JH

Loganair からの回答

2026年2月20日

Thank you for taking the time to share your feedback. We are sorry to hear about your recent experience, and we appreciate the opportunity to provide clarification.

Customer Relations Response Times

First, we sincerely apologise for the delay in our Customer Relations Team responding. We are currently managing an unusually high volume of claims following several significant weather events reported by the Met Office in the latter part of 2025 and early 2026. This has affected our usual response times, and we regret any inconvenience this has caused.


Avios Expiry and Activity Rules

We understand your concerns regarding Avios expiry. To clarify, the rules governing Avios expiration have not changed during the transition from Clan Loganair to Loganair Loyalty.

The current Loganair Loyalty Terms & Conditions, available at:
https://www.loganair.co.uk/loganair-loyalty/loganair-loyalty-terms-conditions/
state the following:

• Clause 3.5: Avios expire after 36 months.
• Clause 3.9: Where there has been no collect or spend activity within a continuous 12 month period, all Avios will be forfeited and lost.

While we appreciate that these two clauses refer to different conditions, this structure is consistent with industry practice:

• A maximum lifespan of 36 months for all Avios, and
• An inactivity rule that applies if there is no collect or spend activity within a 12 month period.

These rules also align with the long-standing policy under the former Clan Loganair programme. No changes were introduced during the transition to Avios.

Comparison with Other Avios Partners

We recognise you have concerns about consistency across programmes. Each Avios-issuing partner—such as Aer Lingus, British Airways s and Qatar sets its own individual programme rules, including activity requirements and expiry terms.

Loganair’s rules follow the established structure from its previous loyalty programme and continue to encourage regular engagement, noting that Loganair operates as a domestic carrier with a different network profile from the airlines mentioned.

Website and Marketing Feedback
We are sorry that aspects of your online and digital experience have felt unsatisfactory. Your comments regarding outdated content and marketing frequency have been shared with the relevant teams.^JH

Loganair からの回答

2026年2月5日

We are sorry to hear about the disruption to your recent journeys. As you’ve mentioned, delays can and do happen, and while some are unfortunately unavoidable, we’re continually working hard to provide a reliable and punctual service for all our customers.

That’s why it’s particularly disheartening to hear that, during those times when things didn’t go quite right, the service you received at the airport wasn’t what you would expect from the UK’s largest regional airline. With the recent changes to the operating terminal in Manchester, there may still be some teething issues to work through, and we genuinely appreciate you highlighting the challenges you faced. Feedback like yours helps us better understand where the greatest disruptions are occurring so we can focus our efforts on making improvements where they’re needed most.

We hope your next journey in April is a much smoother experience, and that it allows you to travel without the added inconvenience you’ve described. Should you have any additional comments or feedback in the meantime, please don’t hesitate to reach out to us directly via our Help Centre using the link below.


https://www.loganair.co.uk/customer-support/

Thank you again for taking the time to share your experience.
^JH

Loganair からの回答

2026年2月5日

Thank you so much for taking the time to share this wonderful feedback! We’re delighted to hear your first trip with Loganair — from Jersey to Southampton — was smooth, hassle‑free, and supported by our friendly check‑in team and cabin crew.

It’s also great to know you found the app easy to use, especially when rescheduling your flight. We work hard to make the whole journey as seamless as possible, so your comments mean a lot.

We hope to welcome you on board again soon. ^JH

Loganair からの回答

2026年2月5日

We’re very sorry to hear about the difficulties your daughter has experienced while trying to book her flights, especially when travelling with children — we completely understand how upsetting and frustrating that situation can be.

We have thoroughly checked on our side and can confirm that there are currently no known issues within our system that would prevent customers from booking using their Island Residents Card. In situations like this, we would respectfully recommend getting in touch directly with Transport Scotland, who issue these cards, as they will be able to confirm the validity of the card and ensure all card details are correct and up to date. They can be contacted at info@residentsfare.com.

We truly appreciate you taking the time to share this feedback, and we’re here to help should your daughter need any further assistance. ^JH

Loganair からの回答

2026年1月30日

Thank you for taking the time to share your experience with us. Please accept our sincere apologies for the delay in responding to your claim and for the frustration this has caused. We fully recognise how difficult and stressful flight disruption can be, especially when it results in unexpected costs and an overnight stay.

We are currently managing an unusually high volume of claims following several significant weather events reported by the Met Office in the latter part of 2025. Unfortunately, this has had an impact on our response times, and we are truly sorry that you have been affected by these delays.

Your claim is currently progressing through our review process. Each case is assessed carefully and individually in line with EU/UK261 regulations to ensure a fair and accurate outcome. To remain consistent and fair to all customers, we review claims in the order they are received while also considering any relevant operational or regulatory factors.

We appreciate the time and effort you have put into submitting your claim and understand how disappointing it is to be waiting this long. Please be assured that our Customer Relations Team will contact you as soon as our assessment is complete, or sooner if we require any additional information to help move things forward.

Thank you again for your continued patience and understanding. ^JH

Loganair からの回答

2026年1月30日

Hi,

Thank you so much for taking the time to share your experience with us. We’re delighted to hear that your flight from Aberdeen to Manchester ran smoothly and that our crew made a positive impression — we’ll be sure to pass on your kind words to the team.

We’re also grateful for your feedback regarding the snack and drink options. We’re always looking at ways to improve our onboard offering, and comments like yours help us focus on what matters most to our passengers.

It’s wonderful to hear that your journey with us has even inspired you to consider a career at Loganair.

Thanks again for recommending us, and we look forward to welcoming you back onboard soon. ^JH

Loganair からの回答

2026年1月28日

Firstly, on behalf of Loganair, I would like to offer my sincere apologies for the inconvenience caused by the changes to our operating schedule.

As I’m sure you can appreciate, the preparation of flight schedules is a complex process, and similar to all airlines, there are occasions where it becomes necessary for us to amend our flying programme.

Loganair does reserve the right to make essential schedule changes, and in line with UK retained legislation arising from EC261/2004, we always endeavour to contact customers as soon as possible when adjustments impact their reserved flights.

I completely understand how frustrating unexpected booking changes can be—especially when they affect your independent travel plans, car rental arrangements, and scheduled activities.

While your particular change may not meet the criteria for a refund, you can choose to move your flight within the same route to any other date or time currently available in our schedule at no additional cost. You can make changes via Manage My Booking on our website, through our online help centre, or by contacting our customer service team directly. All contact options can be found here:

https://www.loganair.co.uk/contact/
Once again, I’m very sorry for the disruption and frustration this has caused, and we appreciate you taking the time to share your feedback. ^JH

Loganair からの回答

2026年1月28日

We’re very sorry to hear about the disruption you experienced during your journey, and we sincerely apologise for the inconvenience this caused.

We can see that you’ve already contacted our Customer Relations team via the online contact form. Please be assured that they are actively investigating what happened, including why there was no record of your booking at the gate despite having your ticket and seat details.

Once their investigation is complete, they will be in touch with you directly with an update.

Thank you for your patience while we look into this for you. ^JH

Loganair からの回答

2026年1月29日

Thank you for taking the time to share your feedback. We are genuinely sorry to hear about your experience following the cancellation of your flight and the difficulties you encountered while seeking assistance.

Having reviewed the email correspondence with our Refunds Team, we can see that you initially requested both a refund and reimbursement of expenses. Our Refunds Team confirmed that your refund had been completed and also advised that they were unable to process reimbursement directly, providing you with the link to the online claims form required for this type of request.

You later asked whether you were expected to re‑apply online, and our team advised that if a claim had already been submitted, you would not need to do so again. Unfortunately, this is where a misunderstanding arose, as no online reimbursement claim had yet been submitted at that time — which is why the original guidance directed you to the claims form.

We fully appreciate how important these claims are to our customers, and we understand the frustration this situation has caused. All claims are processed in chronological order, as this is the fairest approach for everyone. Please rest assured that your claim was successfully received once submitted via the online claims form, and our Customer Relations Team will be in touch as soon as they have completed their internal review.

Thank you again for your patience, and we apologise for any inconvenience caused. ^JH

Loganair からの回答

2026年1月28日

Thank you for your kind compliment following your recent contact with Loganair. We truly appreciate you taking the time to share your experience.

We’re delighted to hear that Eilidh in our Contact Centre was super helpful and professional — and we can confirm you’ve spelt Eilidh's name correctly. Your positive feedback will be passed on to the relevant department, and I know it will mean a great deal to Eilidh.

Thank you once again for your kind words. We look forward to welcoming you onboard your next flight with Loganair. ^JH

Loganair からの回答

2026年1月20日

Hi Paul,

Firstly, I would like to offer our sincere apologies for the disruption to your journey and for the inconvenience caused by the cancellation of your flight from London to Dundee on 1st December 2025.

We can confirm that we have received your claim for statutory compensation and the expenses you incurred.

Due to the increased number of weather-related disruptions in the latter part of 2025, our response times have unfortunately been longer than usual.

Please be assured that all claims are processed in strict chronological order from the date they are submitted, and our Customer Relations team will be in touch with you in due course.

We genuinely appreciate your continued patience. ^JH

Loganair からの回答

2026年1月20日

Hi Elaine,

Thank you for taking the time to share your feedback. I’m very sorry to hear that you experienced difficulty navigating the Loganair website — that’s certainly not the experience we want for our customers.

At the moment, there are no known issues with the site, and we haven’t received other reports of similar problems. However, we would really like to look into this further to make sure there are no underlying issues affecting your experience.

If you could please reach out to us via the link below and provide full details of what happened, we’ll be more than happy to investigate this for you:

https://www.loganair.co.uk/customer-support/

Thank you again for bringing this to our attention. ^JH

Loganair からの回答

2026年1月20日

Hi there,

Firstly, on behalf of Loganair, I would like to offer my sincere apologies for any inconvenience caused as a result of the changes to our operating schedule. As I’m sure you can appreciate, the preparation of flight schedules is a complex process, and similar to all airlines, there are occasions where it becomes necessary to amend our flying programme.

Loganair does reserve the right to make essential changes to our schedule, and in line with UK retained legislation arising from EC261/2004, we always endeavour to contact passengers as soon as possible to advise of any adjustments to their reserved flights. I completely understand how frustrating unexpected booking changes can be, especially when they impact your travel plans so significantly.

In reviewing your situation, it’s important to note that your booking was made through the online travel agent GoToGate rather than directly with Loganair. This means that any amendments, rebooking requests, or cancellations must be processed through GoToGate and are subject to their terms and conditions as well as the policies in place at the time of booking.

Airlines are required to communicate schedule changes to the booking agent, and the agent is then responsible for passing this information—and available options—on to the customer.

I’m sorry to hear that you did not receive the support you expected from GoToGate in resolving this matter. While we understand why you would reach out to both parties, we are unfortunately unable to make changes to or cancel tickets that were not booked directly with us.

We truly regret the frustration and inconvenience this experience has caused you. Your feedback is appreciated, and we will ensure it is shared internally, as we are committed to improving the experience for all of our customers. ^JH

Loganair からの回答

2026年1月16日

Thank you for taking the time to share your feedback, and we’re very sorry to hear about the disruption and inconvenience you experienced during your journey.

We have reached out to ask for additional information to enable us to address your review; however, we have not received any further details. Without this, we are unfortunately unable to investigate or respond to any issues specific to your disruption.

We do, however, sincerely apologise for the delay to your flight, the lengthy waiting times, and the discomfort caused while waiting to board. We understand how frustrating this must have been, for what should have been a short and straightforward journey.

If you would like us to look into your experience in detail, our Customer Relations team would be more than happy to help. You can contact them using the link below and provide the full details of your journey so we can investigate and address any specific concerns:

https://www.loganair.co.uk/customer-support/

Thank you again for your feedback, and we hope to have the opportunity to resolve this for you. ^JH

Loganair からの回答

2026年1月12日

Thank you for contacting us. We sincerely apologise for the disruption to your journey and for any frustration caused during the claims process.

Please be assured that all claims are handled in strict numerical order from the date of receipt. This approach ensures that every claim is processed fairly and consistently.

We can confirm from your correspondence with our Customer Relations team that you have received the maximum compensation permitted under UK retained legislation arising from EC261/2004.

We regret that your experience did not meet expectations and appreciate your feedback, which helps us improve our service. ^JH