Got a reply from the UK Civil Aviation Authority (to which I replied did you even bother to read my complaint) (Text in
bold below is by them not me):
Dear Sir or Madam
Thank you for your email
We understand your complaint relates to a booking error on United Airlines where tickets were sold at the incorrect fare. United Airlines has advised the CAA they will offer passengers a refund. We suggest you contact United Airlines in the first instance to arrange your refund.
Please note that the CAA is not taking any further action about your complaint.
If however your complaint relates to another matter, please be aware that following a Court of Justice of the European Union (CJEU) ruling which extended passenger rights for certain delayed flights, we have received a significant increase in demand for our services.
If you have not already written to your airline regarding your complaint we would suggest that you do so. Airlines often take 10-12 weeks to respond so do be patient.
As part of the process to improve the efficiency of our complaint handling function, the Civil Aviation Authority has implemented a new complaints process where passengers can submit their complaint online directly from the CAA website. This will help us to assist you and enable us to handle your complaint more quickly.
We would be grateful if you could aid us in processing your complaint by submitting your claim using the online form provided on our website. You can find the relevant page through this link:
www.caa.co.uk/passengercomplaints
Under the subtitle ‘How the CAA can Help’ you will need to click on the link ‘Refer your complaint to us’. Then, clicking on the words ‘online form’, a new window will open up our consumer portal letting you submit your complaint to the CAA.
You should then receive an acknowledgement email which you should keep and the link within this in order to provide further information.
If you are unable to scan the supporting documents to upload them with your online submission, please continue to submit the complaint online and we will contact you in due course to let you know what further information we need.
Should you have trouble submitting the complaint online, please give us a call on 020 7453 6888 (option 2) and one of our advisers will assist you.
Yours sincerely,
Abigael Dunk
Consumer Affairs Officer
Market and Consumers Group
Civil Aviation Authority
CAA House, 45-59 Kingsway, London WC2B 6TE
Telephone: 0207 453 6888
www.caa.co.uk