Loganair Reviews

"Scotland's Airline"
Booking reference: ABTRG9
"Scotland's Airline", that's how Loganair brand themselves. I have always taken a great deal of pride in Scotland having its own airline having flown with them for almost forty years. That pride is in danger of turning to shame. Like many others on this site, I filed a refund claim for a cancelled flight scheduled on April 1st 2020.I was offered alternative flights which for me was unsuitable. Their cs team declined to become involved in helping with the refund process insisting that e-mails to refunds@loganair had to be sent. Despite having very clearly cancelled my flight they subsequently sent me an e-mail which states that "Unfortunately my flights are still going ahead as scheduled so we will be unable to offer a refund at this time. We will be able to put your booking on hold for a six-month period...." No thank you, my flight was cancelled by you and I want a refund as I have been consistently saying.
Loganair are regulated by the CAA (Civil Aviation Authority) and purport to be operating in compliance with all applicable regulations. We are providing refunds to customers where their bookings are entitled, if for example Loganair cancel or significantly change the flight.
The above is simply not true, I pursued my refund via the CAA Passenger Advice and Complaints Team their response below was clearly in my favour and supported a full refund! But Loganair CS refuses to budge, despicable behaviour and in breach of CAA regulations!
Dear Mr. Irvine

Case 24078812

Thank you for your patience with us while we investigated your complaint about the disruption of flight LM75 on 01/04/2020.
We can see from your complaint that following your flight cancellation, the airline has offered you a re-routing to your destination however, you no longer wished to travel.
Under aviation legislation, EC Regulation 261/2004, article 8, it establishes:
Article 8
Right to reimbursement or re-routing
1. Where reference is made to this Article, passengers shall be offered the choice between:
(a) - reimbursement within seven days, by the means provided for in Article 7(3), of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the passenger's original travel plan, together with, when relevant,
- a return flight to the first point of departure, at the earliest opportunity.
(b) re-routing, under comparable transport conditions, to their destination at the earliest opportunity; or
(c) re-routing, under comparable transport conditions, to their destination later at the passenger's convenience, subject to availability of seats.
Therefore, if the airline has offered you a re-routing but you no longer wish to travel, the airline is required to reimburse you the full cost of the ticket at the price at which it was bought.
Currently the airline maintains their position that they are unwilling to reimburse you the full cost of the ticket at the price at which it was bought. However, we are not an ombudsman scheme, and we are unable to impose a solution on an airline.
Whilst you are free to contact the airline again with our position, if the airline still refuses to reimburse you, it is for you to decide whether you wish to take further action on your complaint in court, as there is nothing more we can do on your behalf.
Loganair quite clearly do not give a dam about their customers and are prepared to flaunt any regulations they do not like, I would not even give them one star on Trust Pilot, on a final note my onward journey which also had to be cancelled with BA was refunded within 3 days of requesting refund! Says it all really.
Loganairs's Trustpilot's rating speaks volumes and tells you all you need to know! 83% Bad rating I am obviously not alone, flyers beware!
Update!!! 12/05/2021
Full apology and full refund of ticket costs received after Loganair finally admitting to errors made on their part!
Only taken 13 months to resolve! e-mail from Customer Relations Senior Supervisor.

Cancelled my connecting flight without any notice. Difficult to contact customer support. Don't know if I've been transferred to the next available flight.

Still waiting for a refund for a flight that was due to take off on 4th July. When I chased this I was told "please do not send further emails requesting an update. Unfortunately, it takes time for us to save any further correspondence to your file and respond, this is time which could be spent investigating the claims we have pending. Any further correspondence from you will be saved to your file and you will not receive a response."!!! How long must we wait???

Up pdate to response from loganair. Travel company Opodo informed me that Loganair changed flight and Loganair have informed them of their no refund policy. Have written to loganair received confirmation of request but no response. Next action is to write to civil aviation authority to see if they can help as someone is responsible and loganair has given me a reference number for the complaint but no response so are outwith the recommended time for refunds

I booked via another company to fly from Southend to Carlisle. The customer service from logan air was very good; indeed they helped me throughout the process in a very responsive way (particularly someone called Sharon) when the other company who I booked through were refusing the refund. Well done!

Had two weekend flights cancelled at short notice, no reason given.
As both flights were rescheduled to a different day we were able to claim refunds, which in fairness, were processed within a couple of weeks.
Unfortunately, at the moment, I don’t have enough confidence in this company to use again.
I note the reply but there were plenty of Loganair planes sitting on the tarmac at Inverness and no reason was given for cancelling the flights so I stand by my review. Had to use coach and passenger ferry but actually saved a lot of money (if not time) by not flying.
Also Covid is a lame excuse as there was no lockdown and few restrictions in place at time of travel - September 2020.

Just an update on a review (of the same title) that I posted in June.
Courtesy of the CAA’s intervention, we have now received a full refund from Loganair.
In addition we received a standard “apology” email from Loganair that bore no resemblance to the circumstances of our situation: endless apologies for their teams being busy at this difficult time but no specific acknowledgement that they had been trying to evade their very clear obligation to provide a refund and have caused us a great deal of anxiety and hassle. Needless to say they have merely rubbed salt in the wound and underscored our vow to never cross paths with them again. They may post a response here trying to dilute the point being made - poor service, low integrity, avoid - but, if your facts are clear and Loganair are giving you the run around, I would encourage you to move straight to the CAA process. The CAA process was simple, courteous and efficient. Thankfully the CAA seem able to cut across the sharp practices that Loganair had employed in our black and white situation. And now with a full refund, for our pains we have learned a very valuable lesson - to avoid Loganair.

I booked a return flight with Loganair which was cancelled [by them] . Paid in February 2020 for the flight 26 July 2020 return 31 July 2020. Flight was cancelled by Loganair. Requested refund. Was given a reference number. Emailed later to request when I might expect my refund. Their reply was to tell me not to contact them again as they were investigating the matter and any further correspondence would just be filed and not answered! I do not consider this reply as at all helpful.

Booked flight on 7th July for flight to Inverness on 12th August. Received email on 8th July to say the flight had been moved to 10th August and as THEY! thought this was a suitable alternative I was not entitled to a refund. I don't think so. They subsequently agreed a refund with the proviso that it could take up to 90 days. Do not book, they are selling ghost flights to use our money as interest free loans. What are the CAA doing about this ?

Point blank refusing to give me a refund for a flight I booked at the end of April from Aberdeen to Manchester. The only reason I booked the flight was because Flybe went bust and I had a connecting flight out of Manchester. They said as I was offered an alternative flight on the same day I’m not due a refund! That replacement flight wouldn’t have got me to Manchester on time! They also made several excuses like the flight wasn’t cancelled and just rescheduled for a later date, etc. Now the are just ignoring my emails and when i phone I just get fobbed off. Absolute disgrace of a company and will never book with them again! ????????????

As with all the other reviews on here recently, my advice would be to avoid this company for any future bookings.
Flights cancelled at the end of March due to Covid-19. Advised 30 days, 60 days then 90 days refund. Phoned them after 90 days and was told that my booking was in the queue to be processed that week, nothing. Phoned them again last week and was put on hold then hastily told it would be dealt with in the next few days, that’s been a week and nothing.
Now I can’t even get through to them on the phone, line is either engaged or just rings out until someone cuts it off.
Shady company, clearly holding onto customer’s money.

Please will people who have been messed around by this shoddy company report them to the CMA and CAA. We have done both and it is the only way they will have to face up to how they have shirked their responsibility to their customers. Our story is very similar to all the others and although we have an email from them saying a flight is cancelled they are pretending it’s a “rescheduling” and saying no refund is due.