Loganair レビュー 

Loganair からの回答

2025年9月30日

Hi Craig,

Thank you for taking the time to share your experience. Please accept my sincere apologies for the delay and the eventual loss of your baggage. I completely understand how frustrating and inconvenient this situation must have been, and I’m sorry for any distress it caused.

Despite our best efforts to ensure all baggage is handled efficiently, incidents like this can unfortunately occur due to the complex mix of manual and mechanical processes involved. I can confirm that a Property Irregularity Report (PIR) was created at 11:37 on the day of your arrival in Benbecula, and an email was sent to the address provided in your booking. I apologise if this communication didn’t reach you or if updates were lacking during the first week—your PIR notes indicate that contact was made once the case was escalated to our secondary tracing team.

I'm sorry to hear you are unhappy with the reimbursement offered. When baggage is declared lost, reimbursement is calculated based on depreciation and in line with our Conditions of Carriage, which are agreed to at the time of booking.

Unfortunately, we are unable to offer “new for old” replacements, and not all items are covered. If you had travel insurance in place, our team can provide a supporting letter to help with any independent claim you wish to pursue.

Once again, I’m very sorry for the inconvenience and the impact this has had on your travel experience. ^JH

Loganair からの回答

2025年9月25日

Hi Lucy,

Thank you for your kind review.

We’re pleased you had a positive experience flying with us again.

It’s great to know Fiona helped make you feel comfortable onboard. We’ll be sure to pass on your lovely feedback. We’re also glad the aircraft felt clean and well-maintained and that your journey ran smoothly from departure to early arrival.

Apologies for the last-minute gate change — we appreciate your understanding and patience.

We’re looking forward to welcoming you back on your next flight. ^JH

Loganair からの回答

2025年9月22日

Hi Kenneth,

Thank you so much for taking the time to share your feedback and for choosing to fly with us between London and Dundee. We’re delighted to hear that you enjoy our direct service's convenience and hassle-free experience.

Regarding fares, we wanted to let you know that return fares from Dundee to London Heathrow start from £163.26. This price includes our 21kg combined hold and hand baggage allowance, complimentary in-flight service, and all fares are eligible for Avios points collection through our Loganair Loyalty programme.

Like many airlines, Loganair operates a dynamic pricing model, meaning ticket prices can vary depending on factors such as demand, booking lead time, route popularity, and seat availability. We’re continually working to balance affordability with the costs of operating regional services, and we appreciate your understanding.

Thank you again for your review and for flying with Loganair. We look forward to welcoming you on board again soon. ^JH

Loganair からの回答

2025年9月16日

Thank you for your feedback. We’re sorry to hear that the schedule change has caused inconvenience, particularly given your travel companion’s needs.

We’d like to clarify that all flights purchased with Loganair are non-refundable, and our policies regarding schedule changes are outlined in our Conditions of Carriage. These terms are designed to ensure fairness and transparency for all customers.

In your case, the change to your flight departure time—while understandably disruptive—falls within the permitted threshold of up to 5 hours, with your change being 4 hours and 50 minutes. As such, this does not qualify for a refund under our policy. However, you are entitled to a free change to the flight’s departure date and/or time, and our team would be happy to assist you with this.

We understand that this may be frustrating, especially given how close the change is to the refund threshold. That’s precisely why these conditions exist—to provide clear, consistent guidelines for all bookings. We apply these terms fairly across all customers to maintain that consistency.

If you’d like help exploring alternative flight options that better suit your travel needs, please don’t hesitate to contact our customer help centre via the following link - https://www.loganair.co.uk/customer-support/
^JH

Loganair からの回答

2025年9月15日

Hi Stephen,

Thank you for taking the time to share your experience flying with us from Birmingham to Aberdeen.

We're pleased to hear that check-in and baggage drop were smooth and that our crew made a positive impression with their politeness and professionalism. We also appreciate your kind words about the cleanliness and comfort of the aircraft — the Embraer 145 may be compact, but we’re glad it met your expectations!

We do regret the delays you encountered on both legs of your journey; however, we’re grateful for your understanding and recognition of the team’s quick response in preparing a replacement aircraft and getting you airborne within the hour.

Your feedback is invaluable and helps us continue to improve our service while recognising the efforts of our staff. We hope to welcome you on board again soon. ^JH

Loganair からの回答

2025年9月15日

Thank you for taking the time to share your feedback. We’re genuinely sorry to hear about the disruption to your travel plans and the impact this had on the start of your holiday.

Our handling agents at the airport, in conjunction with our Disruption Team, are responsible for arranging hotel accommodation during such events, which should be prepaid. We are very sorry for any inconvenience caused during the hotel booking process. I can confirm that our Customer Relations Team has now offered full reimbursement of the hotel costs.

Regarding transport, public transport reimbursement was offered as this was the approved method advised on the day. We understand your decision to travel by taxi, especially with heavy luggage, but unfortunately, since this was not the approved form of transport, we cannot offer additional reimbursement.

In relation to the flight cancellation, the reasoning provided was based on verified operational data and METAR weather reports. While we appreciate your personal observations, the decision was made with safety as the highest priority, using official sources.

We’ve reviewed the correspondence from our Customer Relations Team and, while we understand you may disagree with the outcome, we do not believe the response was rude or dismissive. Our intention is always to assist respectfully and transparently.

We sincerely regret the inconvenience caused and appreciate your understanding. ^JH

Loganair からの回答

2025年9月8日

Hi John,

Thank you for your feedback. We’re sorry to hear about your experience and appreciate you taking the time to share it.

We can see that you contacted Loganair via our Help Centre one week ago to request compensation. When you submitted your claim, you would have received an automated response along with a claim reference number. This message outlines our current response time, which is up to 35 days.

While we understand that waiting for a response can be frustrating, especially after a disrupted journey, we do set these timescales to ensure transparency and manage expectations for all our customers. Suggesting that we have failed to respond within 7 days is therefore not a fair reflection of the process, and we kindly ask for your patience while your claim is being reviewed.

We’re committed to improving our response times and customer experience, and we thank you again for reaching out through the appropriate channels. ^JH

Loganair からの回答

2025年9月11日

Thank you for your feedback. We have reached out to request further details regarding your experience so that we could investigate and respond appropriately; however, you have not provided any additional information. As such, we are unable to address any specific concerns relating to your case, however, we would like to clarify the following.

We do not believe our staff would be rude, unhelpful, or dishonest. Just because the information provided may not align with your expectations does not mean the person delivering it was being unhelpful or disingenuous.

The timeframes for Avios expiry and forfeiture are clearly outlined in the Loganair Loyalty Terms and Conditions, which are publicly available here: https://www.loganair.co.uk/loganair-loyalty/loganair-loyalty-terms-conditions/

As the UK’s largest regional airline, we are committed to applying our Terms and Conditions fairly and consistently to all customers.

Regarding pricing, Loganair operates a dynamic pricing model. This means fares can vary based on factors such as demand, booking lead time, route popularity, and seat availability. We continually strive to balance affordability with the costs of operating regional air services.

We regret that your experience did not meet your expectations and remain open to discussing any specific concerns should you choose to provide further details you can reach out to us via our help enter using the following link - https://www.loganair.co.uk/customer-support/ ^JH

Loganair からの回答

2025年9月8日

Hi Malcolm,

Thank you very much for taking the time to share your experience.

We are delighted that your flights and service with Loganair were seamless and enjoyable. It is particularly encouraging to know that, despite initial reservations, your journey to the Isle of Man exceeded expectations.

We greatly appreciate your feedback and will share it with our teams, who work hard to deliver a reliable and welcoming service. We look forward to the opportunity of welcoming you on board again in the future. ^JH

Loganair からの回答

2025年9月8日

Hi Rupert,

Thank you for taking the time to share your experience. We sincerely regret the inconvenience and frustration caused by the delay to your flight from Newquay to Edinburgh.

Please be assured that at no point were you provided with anything other than accurate information. A replacement aircraft and crew were tasked to position into Newquay Airport to transport you to your ticketed destination as promptly as possible.

We’re sure you appreciate that positioning an alternative aircraft and crew is a complex logistical undertaking, which can require considerable time to coordinate effectively. Nonetheless, we acknowledge that the extended wait and lack of communication updates were deeply unsatisfactory, and for this, we offer our sincere apologies.

We also understand your concerns about the meal voucher and will take your feedback on board. We will consider it part of our ongoing efforts to improve the service we provide to our customers.

Thank you again for your patience, and we hope to welcome you on board under better circumstances in the future. ^JH

Loganair からの回答

2025年9月2日

Thank you for taking the time to share your feedback. I’m sorry to hear about your disappointment regarding the recent schedule change to your flight from Southampton to Edinburgh.

As I’m sure you’ll appreciate, the preparation of flight schedules is a complex process, and like all airlines, there are occasions when we must amend our flying programme. These changes are made in accordance with our Conditions of Carriage and the UK retained legislation arising from EC261/2004. We always aim to notify passengers as early as possible when changes occur, and I understand how frustrating it can be when these adjustments impact independent travel plans—especially when they affect connections like ferry services.

In this instance, the change to your flight departure time—3 hours and 5 minutes earlier than originally scheduled—was communicated 52 days prior to departure. In line with our Conditions of Carriage, this type of schedule change is not eligible for a refund. However, your booking is eligible for one free change, allowing you to amend your departure date and/or time at no cost, within the flights available in our current schedule.

We regret that this experience has led to such frustration. If you’d like assistance with rebooking or exploring alternative options, you can get in touch via our Help Centre using the following link -https://www.loganair.co.uk/customer-support/ ^JH

Loganair からの回答

2025年9月2日

Hi Caroline,

Thank you for taking the time to share your feedback. We're genuinely sorry to hear about your frustration and disappointment regarding your recent experience.

As we do not have access to your specific booking details, we're unable to comment directly on the fare you were quoted or paid. However, we would like to clarify that the change to the Coldplay concert date is entirely independent of your flight booking and outside of our control.

That said, we absolutely understand that this situation is neither the fault of our customers nor the airline. In recognition of this, we are offering one free change to customers affected by the concert date change.

If you haven’t already done so, we kindly ask that you contact our Customer Help Centre so we can assist you further. You can reach us by phone at 0344 800 2855 or via our Help Centre at the following link:

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

We truly value your loyalty and hope we can resolve this matter to your satisfaction. ^JH

Loganair からの回答

2025年8月25日

Thank you for taking the time to share your feedback. I’m sorry to hear about the inconvenience you've experienced and appreciate the opportunity to respond.

As I’m sure you’ll appreciate, the preparation of flight schedules is a complex process, and like all airlines, there are occasions when we must amend our flying programme. These changes are made in accordance with our Conditions of Carriage and the UK retained legislation arising from EC261/2004. We always aim to notify passengers as early as possible when changes occur, and I understand how frustrating it can be when these adjustments impact onward travel plans.

Thak you for your compliment regarding our staff, and I’ll be sure to pass that on to the team. We take pride in delivering friendly and professional service, even during challenging circumstances.

Like many contact centres, there can be times when our call volumes increase, which unfortunately results in longer wait times than we would like. To help with this, we offer multiple forms of contact for all customers, including our Contact Centre, Live Chat, social media direct messaging, and our Help Centre found on our website.

I can see that you reached out to our Help Centre via the online form to request an alternative flight to reach your destination, and I’m glad to confirm that your request was processed in a little over two hours from receipt. We aim to resolve such matters as swiftly as possible and appreciate your patience.

Thank you again for your comments, and we hope to have the opportunity to welcome you onboard again in the future. ^JH

Loganair からの回答

2025年8月21日

Hi Martin,

Thank you for taking the time to share your experience. We're genuinely sorry to hear that your journey with Loganair didn’t meet expectations, and we appreciate you bringing these concerns to our attention.

We understand how frustrating baggage delays can be—especially when onward travel is affected. Please accept our sincere apologies for the delay in retrieving your luggage and for the lack of staff presence at Glasgow Airport to provide updates. That’s not the level of service we aim to deliver, and we’re sorry for the inconvenience caused.

While we appreciate your feedback on Trustpilot, it’s not the most appropriate forum for us to investigate specific issues such as baggage delays. We’d be grateful if you could contact our Helpdesk via https://www.loganair.co.uk/customer-support/, where our team can look into this further and provide a more detailed response.

Regarding your fare, Loganair operates a dynamic pricing model, which means our ticket prices can vary depending on several factors, including demand, booking lead time, route popularity, and seat availability. We’re continually working to balance affordability with the costs of operating regional services.

Lastly, for baggage handling on connecting journeys, customers travelling on a single booking can have their baggage checked to their final destination. Unfortunately, we cannot offer through-checking when flights are booked separately.

We’re sorry to hear you won’t be flying with us again, but should you reconsider, we’d welcome the opportunity to provide a better experience. ^JH

Loganair からの回答

2025年8月19日

Hi Anna,

Thank you for taking the time to share your feedback with us.

We are truly sorry to hear about the frustrations you experienced with your recent journey between Bergen and Edinburgh, and we sincerely apologise for the longer than usual wait times you encountered when trying to contact us. We know how frustrating this can be, and we are working hard to improve our response times. Please note that we also have a live chat function on our website as well as various social media platforms for our passengers to get in touch.

We understand how disappointing it is when travel plans don't go as expected. To ensure our flights can depart on schedule, we must adhere to our check-in deadlines. While we understand this can be difficult, it is a necessary procedure to maintain the efficiency of our service for all customers.

Please feel free to reach out to our Customer Help Centre with your full booking and flight details, and a member of our team will be happy to investigate this further for you. You can find all our contact options on our website using the link below. ^jm

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

Loganair からの回答

2025年8月14日

Hi Katie,

Thank you for taking the time to share your feedback. We're genuinely sorry to hear about your experience and understand how frustrating it can be when expectations aren't met.

We have reached out to request additional information regarding your concerns so we could investigate further, but unfortunately, this was not provided. Without these details, we cannot fully address the situation.

Like many contact centres, our call volumes can fluctuate, and there may be times when customers experience longer wait times than we would like. We sincerely apologise for any inconvenience this may have caused. To help ensure customers can reach us in the way that suits them best, we offer a variety of contact options, including our call centre, live chat, social media platforms, and our Help Centre via the website.

We’re committed to improving our service and appreciate your feedback as it helps us identify areas where we can improve. ^JH

Loganair からの回答

2025年8月11日

Thank you for taking the time to share your feedback. We're sorry to hear about your pricing concerns.

We’ve reached out to request more details to better understand your experience, but unfortunately, we haven’t received a response. Without this information, we cannot provide a meaningful reply specific to your situation.

That said, we’d be more than happy to look into this further and address any questions you may have about our pricing structure. Please don’t hesitate to contact us via our Help Centre using the link below. ^JH

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

Loganair からの回答

2025年7月28日

Thank you for your feedback. We're sorry to hear about your experience during the booking process. In order to address any concerns regarding our website or pricing, we asked for additional information, which we have not yet received. Without these details, we're unable to investigate further.

If you would like to discuss this matter in more detail, please contact our Help Centre via the link below, where our team will be happy to assist you. ^JH

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