Feedback
Who is responsible for what?
The airport is a complex organisation made up of many different companies working together to ensure that you have the highest level of service. However, you sometimes don't always receive the service you expect and you may wish to feedback to us or even make a more formal complaint. At the bottom of this page, there are some useful links to our feedback section, but before you do this, you may wish to look at the table below to see who manages which area of the business as your complaint could lie with them.
| Subject | Responsibility | Links |
|---|---|---|
| Check-in The airline is responsible for all parts of the check-in process from: check-in; staff; queue management; waiting time; baggage allowance and information. BAA has responsibility for the check-in equipment only. | Airline
BAA |
|
| Hold baggage Including any lost baggage - after check-in and through to final destination.
| Airline | |
| Flight information | Airline | |
| Security | BAA | |
| Items damaged or missing/stolen from baggage
| Airline/police | Gatwick police - 0845 6070 999 |
| Shopping and eating
| BAA | |
| Flight Connections
| BAA | |
| Passenger safety, catering and in-flight services on board the aircraft
| Airline | |
| Baggage reclaim The airline and their handlers are responsible for unloading the bags from the aircraft and taking them through to the Baggage Reclaim Hall where they are reunited with the passenger. All the airlines have their own timescales and service levels to maintain when unloading baggage from their aircraft. In the Baggage Reclaim Hall the airline also has responsibility for: waiting time; crowding; damage/loss; information; security and staff. BAA has responsibility for the baggage reclaim equipment only.
| Airline |
|
| Immigration Decide who is eligible to enter the country and deals with any deportation or asylum issues.
| HM Immigration | |
| HM Revenue & Customs Controls the import and export of goods. Prevents illegal activities such as drugs, tobacco or alcohol trafficking. Prevents trades in endangered species and child pornography.
| HM Revenue & Customs |
|
| Car parks
| BAA | |
| Special needs The airlines are responsible for your welfare once you have checked in on departure, and until you have reclaimed your bags on arrival. All other enquiries.
| Airline
BAA | |
| Lost property
| Excess Baggage Company | |
| Noise
| BAA | |
| Taxis
| Public Carriage Office | |
| Rail
| Gatwick Express | |
| Coach
| National Express | |
| Bus
| London buses | |
| Airline routes and regulation The Civil Aviation Authority (CAA) controls all flight paths, aircraft routes and UK airports. It also sets the charges at London airports.
| CAA | |
| Air Traffic Control Looks after air traffic control and management, ensuring that aircraft in UK airspace and over the eastern North Atlantic are safely separated.
| National Air Traffic Services (NATS) |
If you have already made a written complaint to an airline or airport you can write to the Air Transport Users Council (AUC).
CAA House
45-59 Kingsway
London
WC2B 6TE
Telephone: 020 7240 6061 (Consumer advice line Monday to Thursday 09:30 - 14:30)
If your feedback cannot be resolved by the above information then use the links below.