The Air Discount Scheme team welcomes all feedback, and we will respond to your comments as quickly as we can.
We also welcome your views on what information or facilities you would like to see on this website. Please let us know by post, telephone or email
Freephone: 0800 0322890
Air Discount Scheme
PO Box 5715
The Administration Office is open from 08:30 to 17:00, Monday to Friday.
The office will be closed on public holidays.
The Air Discount Scheme Administrator is committed to serving the residents of the Scottish Highlands and Islands and to ensuring the continued success of the Air Discount Scheme (ADS). Part of the service we provide is recognising and responding to problems and complaints that might arise.
If you wish to make a complaint about the administration of the Scheme please contact us by post, telephone or email as detailed above.
In the first instance your complaint will be handled by the Administration unit supervisor, which may include input from, or referral to, the Administrator's principles. All complainantís will be issued with a reference number which should be quoted in all subsequent communications relating to the complaint.
Please note that the function of the Administrator is to administer the Air Discount Scheme and may only respond to complaints that relate to the administration of the Scheme, for example, matters relating to the application process, receipt of an ADS card or PIN, confirmation or rejection of eligibility, etc. Even though we may be able to assist in relation to queries about third parties, we cannot respond to complaints about the business practices of airlines or travel agents or others. In addition, the Administrator is not in a position to respond to complaints about Scheme design or policy.
We aim to respond to complaints within 10 working days of receipt.
If you feel that your complaint has not been adequately addressed you may request referral to the Scottish Government for further action. Upon request, the Administrator will provide relevant contact details. Note that the Scottish Government requires that a complainant seek to resolve the issue directly with the Administrator in the first instance. More information about the Scottish Government complaints process is available at www.gov.scot/Contacts/Have-Your-Say/Making-Complaints
If you are still not satisfied, you may refer the matter to the Scottish Public Services Ombudsman (SPSO). The SPSO deals with complaints about councils, housing associations, the National Health Service, the Scottish Government and its agencies and departments, colleges and universities and most Scottish public authorities. Note that the SPSO normally considers complaints only after they have been through the formal complaints process of the organisation concerned. More information about the SPSO is available at www.scottishombudsman.org.uk or by calling 0800 377 7330.