Who to contact for help or to make a complaint

Passengers with Reduced Mobility Helpline

Our special assistance service is operated by Aviation Ground Support (AGS) Assist.

The AGS Assist contact number is 01667 464117 or you can contact them by email invagxh@agsinv.avinetmail.net

The station supervisor is Robert Kennedy.  To contact Robert directly please email r.kennedy@agshandling.co.uk or call 01667 464143.

AGS Assist are available between the hours of 05:00 and 22:30

How to make a complaint

It is our aim to ensure that every passenger receives the best level of service and is satisfied with the service provided.

If for any reason you are unhappy with the service or treatment you have received and wish to complain you can submit your complaint to us in writing either by post to PRM Satisfaction, Inverness Airport, Inverness IV2 7JB or by email to infoinv@hial.co.uk

We will acknowledge complaints within 3 working days of receipt and your complaint will be investigated.  We aim to fully respond to all complaints within 10 working days.  If your complaint is upheld you will receive an apology and where appropriate, be given details of any action that has been taken to put things right and / or make improvements to the service.

If for any reason you are unhappy with the outcome of your complaint, you can request a further review which will be carried out under the direction of Head Office, Highlands & Islands Airports Ltd.

If you are still dissatisfied you can ask for your complaint to be looked at by an independent adjudicator.

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