19.22.1 Every airline shall have a designated officer for the purpose of receiving and resolving complaints from its passengers. Such designated officers may liaise with the Authority where necessary.
19.22.2 Every airline shall submit to the Authority its consumer complaint procedure manual which shall be in accordance with its business module.
19.22.3 A Passenger may make a complaint with the Authority against an airline in relation to the breach of air passenger rights as provided in the Regulations by filling and submitting a Complaint Form (available online and at all airports), after the consumer must have notified the air carrier of such a breach and the complaint remains unresolved.
19.22.4 A complaint shall be made in writing or electronically and transmitted to the Authority.
19.22.5 Every complaint shall be accompanied by:
(i) a copy of the airline ticket (where applicable);
(ii) A copy of the letter to the air carrier stating a claim for breach of air passenger rights;
(iii) any response or responses or correspondence thereto ;
(iv) Any other relevant document(s).
19.22.6 Where a complaint has been made in a representative capacity, the representative shall provide the complainant’s written authority to act on his or her behalf.
19.22.7 Complainants may present a class action before the Authority, but must appoint a representative for the class.
