Flight delay, lost bag or cancelled trip — who should you complain to?
Airlines handle flight irregularities and claims; airports manage terminal services and on-the-ground handling — know who to contact for each problem.
Delays, cancellations or missing luggage can turn a holiday into a headache. When something goes wrong during air travel — an aircraft runs late, a flight is cancelled or your suitcase does not appear on the belt — many travellers are unsure whether the airline or the airport is the proper address for complaints and claims.
The short answer is: it depends on the type of problem. The airline is the contracting carrier: it sells the ticket, sets the carriage conditions, defines baggage allowances and manages the flight schedule. As a result, it is usually responsible for rebooking, refunds and passenger communication when flights are delayed, rescheduled or cancelled.
Where the airport steps in
The airport is responsible for everything you experience on the ground. That includes terminal infrastructure and services — information screens, security and passport control, boarding gates, seating areas, heating and air conditioning, lifts and signage. If your issue concerns the state or operation of these facilities, you should address airport services rather than the airline.
Problems with checked baggage involve a split in responsibilities. Airlines determine the permitted size, weight and rules for both carry-on and checked luggage, but specialised ground-handling teams at the airport perform the physical loading and unloading of suitcases. If your bag never appears on the carousel, the immediate step is to report it to the airport's Lost and Found desk so a trace and retrieval procedure can begin.
However, for compensation, claims for damage or reimbursement for delayed or lost items, you must contact the airline — it remains ultimately liable under the contract of carriage and applicable rules. That is also why many travellers are surprised by extra fees: baggage allowances and charges vary between carriers and ticket types, so check what is included before you buy.
One practical tip: differences between traditional (legacy) carriers and low-cost airlines often show up most clearly when things go wrong. Legacy carriers such as Air Serbia typically try to offer alternatives to continue your journey in case of disruptions — but policies differ, so read the carrier’s terms before you travel. Finally, be aware of wider risks: the conflict in the Middle East is threatening global air traffic, which can create additional delays and reroutes beyond the control of any single airline or airport.
Photo: Unsplash
