Review Time
Loganair has a unique talent for taking a decent flight experience and destroying it with one of the most hostile “customer support” departments in the UK. If you value your time or your loyalty points, think twice.
*** 1. The "35-Day" Vanishing Act ***
Most airlines aim to resolve issues in 24–48 hours. Loganair’s automated response often proudly states they aim to reply within 35 days. In the modern travel industry, a month-long silence is not a "backlog", it’s a total abandonment of customer care. When they do finally reply, the staff appear trained to be as obstructive and unhelpful as possible.
*** 2. The Avios "Steal": Loganair is stricter than BA, Qatar and Aer Lingus ***
Loganair’s transition to Avios has been used as a smokescreen to wipe out customer loyalty and steal Avios from customers which the airline keeps as profit.
• The 12-Month Expiry Trap: Unlike almost every other Avios partner, Loganair will zero out your balance if you don't book within 12 months.
• Contradictory T&Cs: If you ask for points to be reinstated, you’ll be refused and referred to their T&Cs. However, Loganair’s T&C’s are a mess, with clause 3.5 clearly stating that points expire after 36 months, whereas contradictory clause 3.9 states they will expire after 12 months of inactivity. When challenged on this ambiguity, Loganair is unable to explain the contradiction.
• Zero Transparency: They moved from a fair loyalty scheme (Clan) to this restrictive one without clearly alerting customers, effectively "stealing" years of earned points through fine-print technicalities.
*** 3. Marketing Incompetence & Web Errors ***
The digital experience is a shambles:
• Spamming: The marketing team is a mess. They even saw fit to bombard customers with emails on Christmas Eve and Christmas Day. That’s not "engagement"; it’s harassment.
• Outdated Info: The website is riddled with legacy information and missing essential passenger guidance. Even when the incorrect information has been highlighted to the customer support team, it remains months and years later.
*** Final Verdict ***
The Director of Customer Service is presiding over a department that views passengers as a nuisance rather than an asset. Until Loganair stops hide-and-seeking behind a 35-day response window and fixes their predatory Avios expiry rules, I recommend taking your business elsewhere (which I appreciate isn’t possible on the majority of routes).
*** Note to the Loganair Social Media Monitor (JH or other): ***
Don’t bother with a “please don’t hesitate to reach out to us directly via our Help Centre using the link below”, it’s meaningless.
I'm deeply disappointed with how they handled the recent disruptions. Our flights were canceled, and they refused to assist us with rebooking or alternative travel options. We are still stranded, and the support team has been unresponsive. This lack of assistance, especially with family members who have disabilities, is unacceptable. I will be pursuing this matter further.
The flight was canceled without any fault on my part, yet I couldn't reach the contact center for three days due to a repeated message. I tried calling numerous times without success. After waiting for hours in a chat queue, I was told to call the contact center again. This level of service is utterly disappointing and has left my elderly mother stranded.
I am appalled by the way they managed the latest disruptions. Our flights were canceled, and they rebooked us, only to cancel again without offering any assistance. We are stranded and unable to reach home. They stopped responding to inquiries, and despite having a family member with disabilities, we received no help. I will be escalating this matter, as it’s clear from reviews that their service is severely lacking.
I booked a flight in November from one location to another because the airline claimed to be the best. What a disappointment! Upon arriving, I found out our flight was canceled, and we were informed to return for a later flight, which was also canceled. No compensation, no explanation, and no care whatsoever. Because of the location, they refused to cover our hotel costs or any additional expenses, despite assurances from the airport manager. This is unacceptable—AVOID THIS AIRLINE!
I gave this one star since zero isn't an option. My flight was canceled without any prior notice. I only found out by checking online. The customer service lines were overwhelmed, and when I finally got through, the operator disconnected me. This level of support is completely inadequate when help is needed.
I experienced very poor service overall. My outbound flight was delayed significantly, causing me to miss important training. Communication during the delay was lacking, and I was left without any updates. The return flight was also poorly managed. My concerns were met with indifference, and the responses from the airline showed a lack of empathy. They need to improve their customer service.
I faced challenges during my journey due to a family emergency, and the customer service team was outstanding. They were kind, patient, and understanding. The flights offered good allowances and refreshments, making the experience much better.
I traveled with this airline over the weekend and had a fantastic experience. The flights were punctual, and the staff was friendly and accommodating. When I encountered an issue due to a delay from another airline, they were incredibly helpful in arranging a new flight for me. I highly recommend them.
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Loganair is the UK’s leading regional airline, proudly connecting communities across Scotland, the wider UK, Ireland, and Scandinavia. With all-inclusive fares as standard, every journey comes with a generous luggage allowance, complimentary onboard service, and the chance to collect and spend Avios through Loganair Loyalty.
As a family-founded airline with over 60 years of experience, we place reliability, care, and community at the heart of everything we do. Whether reuniting families, supporting island life, or providing business and leisure connections, Loganair is committed to making travel simple, welcoming, and dependable.See more
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