UK dispute resolution
For Passengers from London
'If you would like to make a complaint please contact our customer relations team who can be contacted at:
email@example.com . We will acknowledge in writing the receipt of each complaint within 30 days. If this initial communication does not fully address the concerns raised, we will send a substantive written response to you within 60 days.
An Online Dispute Resolution platform has been set up by the European Commission:
http://ec.europa.eu/consumers/odr/ which provides easy access to alternative dispute resolution (ADR).
Please note that with the exception of Germany, Kuwait Airways is not currently subscribed to an approved ADR scheme in any other European Countries therefore neither the ODR platform nor other approved ADR providers will be able to accept your complaint.
In the UK, you can however log your complaint with CAA's Passenger Advice and Complaints Team (PACT) by completing the online complaint form via the CAA website:
www.caa.co.uk/passengercomplaints. Under the subtitle 'How the CAA can Help' you will need to click on the link 'Refer your complaint to us'. You can then access the CAA's consumer portal where you can submit your complaint to PACT."
Ensuring Responsiveness to Customer Complaints
Although we are committed to providing our customers with the best service possible, issues do arise. In such cases, we strive to address our customers' problems immediately. To that end, we have a team solely responsible for monitoring flight delays, cancellations, and determining how these events impact our passengers on an individual basis. This team will have the ability to assist in determining which of our flights are ultimately cancelled or delayed when unforeseen circumstances arise.
If a passenger has an unsatisfactory experience on one of our flights or while interacting with one of our employees, they may file a formal complaint to our Customer Relations department. This department is dedicated to addressing complaints, comments, and concerns that are raised by our customers and will acknowledge in writing the receipt of each complaint regarding our scheduled passenger service within 30 days. If this initial communication does not fully address the concerns raised, we will send a substantive written response to the complainant within 60 days. We will personally read and acknowledge in writing every passenger complaint that is submitted.
Customer Relations can be reached immediately during working hours through the emails or phone as below:
Kuwait Airways Customer Relations
00965-24345555 Extension 4428/3713/2415/6903/3600
0730 – 1430 hrs (Sunday – Thursday only)