Our Commitment
We value all customer feedback and use it to improve our facilities, services and customer experience. We are committed to handling all feedback fairly, professionally and within the response times outlined below.
How to Provide Feedback
Customers can submit feedback, concerns, complaints or suggestions via the 'Submit a request' function within the Newcastle Airport's Customer Help Centre: https://support.newcastleairport.com/.
Please populate all fields in the form and provide as much information as possible so we can investigate and respond appropriately.
Our Process
Step 1: Acknowledgement.
Once your feedback is submitted, you will receive an automated reply acknowledging receipt of your feedback.
Step 2: Review and Investigation.
We will assess the feedback and, where necessary, investigate the matter with relevant teams.
If we require additional information, we will contact you promptly.
If your feedback relates to a third party (for example, airline or commercial operator), it may not be possible for us to respond fully to your complaint. In such event, we will aim to provide you with alternative contact details for you to raise the matter with the third party directly.
Step 3: Response
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We aim to provide a full response within 10 working days of acknowledgement.
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If additional investigation is required, we will keep you informed of progress and provide an updated timeframe.
Escalation Process
If you are not satisfied with our response, you may request a further review within 5 working days of receiving our response, subject to the following –
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The matter relates directly to Newcastle Airport and does not relate to third parties.
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You are able to provide new and/or additional information relating to your initial feedback.
In such event, a senior manager will independently review the matter and issue a final response, usually within 15 working days.
Continuous Improvement
All feedback is recorded, reviewed, and analysed to identify opportunities for improvement. Trends and recurring issues are regularly assessed to help us enhance our services and customer experience.
Thank you for taking the time to provide feedback. Your views help us improve and deliver a better service for all our customers.