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• Outdated Info: The website is riddled with legacy information and missing essential passenger guidance.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.
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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
