Liverpool John Lennon Airport Our Customer Service Charter Home Help & Advice Our Customer Service Charter The aims and objective of the Complaints policy is to ensure that all customer issues and /or complaints are dealt with as promptly, efficiently and effectively as possible. We ensure that our customers have one point of contact when dealing with their complaint from start to completion, thereby ensuring a swift and trouble free resolution. The Airport Customer Services Executive is the dedicated person to oversee the customer complaints management process and has the autonomy on the overall decision of the issue/complaint. All complaints will be taken seriously and the resolution of these will be prompt. All written complaints (email, letter, via webmail) will have an acknowledgement sent within 1 working day of receipt. Complaints received via social media (twitter and Facebook) will be acknowledged within an hour or receipt. We will endeavour to resolve all complaints and close them within 15 working days maximum. The customer will be notified every 7 days after the complaint has been opened. In the event where the complaint needs to remain open for longer than 15 days to ensure a satisfactory conclusion, the customer will be given a guideline as to when the complaint will be closed. All complaints and issues are logged to ensure a robust audit trail is maintained. Complaints and issues will be logged within 1 day of receipt with the exception of weekend and Bank Holidays. Upon conclusion of a complaint the customer will receive appropriate communication to conclude the process, for example a letter, email, or in some cases verbal communication. If a complaint is rejected a complaint closure letter will be sent to the customer. If compensation is paid out a letter will be sent to the customer for the customer to sign and acknowledge receipt of compensation. If the customer is dissatisfied with the resolution they have the right of appeal to the Customer Experience Lead within the LJLA Executive Management Team. Pre-book car parking and save up to 70% Fast Track At the Airport From fragrances in World Duty Free, currency at Travelex, to a bite to eat at the Kissing Gate- you'll be spoilt for choice for shopping at Liverpool John Lennon Airport. Latest News New routes, community endeavours, investments, destination guides... Get all the latest news and updates from Liverpool John Lennon Airport. Customer Service Have questions about what to expect at the airport? Want to leave us some feedback on your experience? Click here for the answers to your questions! Connect with us Follow Us Like Us Follow Us Watch us Reviews See all Keep in touch Are you flying soon and need more information about the airport, rules and regulations? Feedback Newsletter Sign-up Be the first to find out about the latest news, route announcements and receive Liverpool John Lennon Airport & partner offers for flights, holidays, car parks, shops, bars and restaurants. Please read our Privacy Policy before signing up for the newsletter. I understand and accept the Privacy Policy and wish to be added to the LJLA newsletter database. Email Address Sign up Liverpool John Lennon Airport Investors in People Accredited Win Accessibility Terms and Conditions Privacy Policy Fees & Charges Safety and Security News Business Opportunities Car Park T&C's Cookies Sitemap Careers & Vacancies Workspace Modern Slavery LJLA Byelaws