How to Send a Formal Complaint to an Airline or other Aviation Entity
2. Personalize Your Framework
Airlines may ignore complaints that are generic or broad. Follow these guidelines to ensure your complaint is seen:
Add flight details – Include flight number, date, route, and aircraft type if possible.
Describe what you saw or experienced – Use simple words (examples: “fumes in cabin,” “loud bang during takeoff,” “pilot looked very tired”).
Explain how it affected you or others – Were passengers scared? Did crew seem unprepared? Did your family suffer?
Keep it concise - 3 or 4 sentences is enough
Be respectful but firm – Do not insult, only state facts
Example (before/after):
Generic: “Your planes are unsafe.”
Personalized: “On Flight KQ231, July 2, from Nairobi to Kigali, the cabin filled with fumes 30 minutes after takeoff. Passengers were coughing and crew handed out tissues. This raises concerns about proper maintenance.”
3. Send to Airline or Aviation Authority
Once your complaint is ready, use the button below this text to find the airline or aviation authority's most recent contact information. Then, contact them with your formal complaint!
1. Select a Complaint Framework
Below, you’ll find pre-written frameworks that you can personalize to fit your personal situational details. Choose the one that best matches the incident you experienced.
4. Let Us Know You've Taken Action
Once you have sent your complaint, fill out this form so we know you have made your report, and for us to follow up with you to keep apprised on any updates.
5. If You Want to Stay Anonymous
If you wish to stay anonymous, enter your personalized complaint into the contact form to the left. We will receive the letter and send it to the airline or aviation authority of your choice. There is no need to ever share your name or email if you do not feel comfortable. Additionally, if you want thee team at AirJustice Africa to also share your complaint with the airline of your choice (in addition to you sharing it), simply copy and paste it into the contact form above
Choose Your Complaint Framework
Family Complaint Framework (post accident or incident)
Subject: Formal Safety Complaint – Family of [Passenger Name / Flight Number]
Dear [Airline/Authority],
I am writing on behalf of my [relation], [Name], who was [injured/killed/affected] in the [accident/incident] involving flight [Flight Number] on [Date].
Facts:
Flight number: [ ]
Date: [ ]
Passenger name: [ ]
Route: [ ]
Safety Concern:
This event has raised serious concerns about the airline’s safety standards and procedures. Our family has not received sufficient information or acknowledgment about the causes and steps taken to prevent this from happening again.
Request:
We ask for:
Acknowledgment of this complaint.
An explanation of safety steps being taken.
Confirmation that similar risks will not be ignored in the future.
Respectfully,
[Name]
[Contact Information]
Passenger Safety Report (unsafe aircraft condition)
Subject: Passenger Safety Report – Flight [Number], [Date]
Dear [Airline/Authority],
I was a passenger on flight [Number] on [Date], from [Origin] to [Destination].
Facts:
Flight number: [ ]
Date: [ ]
Seat number: [ ] (if applicable)
Aircraft type: [ ]
Safety Concern:
During the flight, I observed [describe: fumes in cabin, visible cracks, broken equipment, unusual noises, malfunctioning safety devices]. This raises concern that proper maintenance and safety checks may not have been followed.
Request:
Please confirm receipt of this report and explain what steps will be taken to address the issue.
Sincerely,
[Name]
[Contact Information]
Subject: Confidential Safety Report – Operational Concern
Dear [Airline/Authority],
As a [pilot/crew member], I wish to report a safety issue observed on [Flight Number] on [Date].
Facts:
Flight number: [ ]
Date: [ ]
Aircraft type: [ ]
Position/role: [ ]
Safety Concern:
The issue observed was [tailstrike not reported, crew fatigue, maintenance checks skipped, equipment overdue for replacement]. This poses serious risks if ignored.
Request:
Please log this as a formal safety report and take corrective action. I request confirmation this has been received.
Respectfully,
[Name or “Withheld” if anonymous]
Pilot or Crew Report (operational safety concern)
Airport or Runway Safety Report
Subject: Airport Safety Concern – [Airport Name]
Dear [Authority/Airline],
I am reporting a safety concern observed at [Airport] on [Date].
Facts:
Airport: [ ]
Location: [ ]
Date/Time: [ ]
Safety Concern:
I observed [runway incursion, broken fencing, lack of lighting, poor air traffic control, vehicles/people on runway]. This creates unsafe conditions for passengers and crew.
Request:
Please confirm receipt of this report and outline what actions will be taken to fix this issue.
Sincerely,
[Name]
[Contact Information]
General Safety Concern Framework
Subject: General Aviation Safety Complaint – [Issue Type]
Dear [Airline/Authority],
I wish to report repeated safety concerns that may affect passengers and crew.
Facts:
Airline/Authority: [ ]
Dates: [ ]
Flights or locations: [ ]
Safety Concern:
The concern is [describe: repeated delays due to technical faults, multiple aircraft without proper equipment, frequent smoke in cabins, repeated pilot fatigue]. This shows a pattern of neglect in maintenance or oversight.
Request:
We ask for acknowledgment and details of corrective measures being taken.
Sincerely,
[Name]
[Contact Information]
Subject: Anonymous Safety Report – [Issue]
Dear [Airline/Authority],
I am submitting this report anonymously due to fear of retaliation.
Facts:
Date/Flight/Location: [ ]
Aircraft/Area: [ ]
Safety Concern:
The issue observed was [describe clearly: maintenance ignored, equipment overdue, crew flying beyond legal limits].
Request:
Please treat this as a formal safety concern and confirm that steps will be taken to review and correct the problem.
Sincerely,
Anonymous
Whistleblower or Anonymous Report
Amplifying voices across Africa's Skies
AirJusticeAfrica@gmail.com
+1 646-660-3391
Brayden Magids
