Gordon McIntosh sent a message to Michael OLeary that said:
GFUNSY (ref)
I refer you to a complaint I made over two months ago regarding being struck on my knee by a trolley on a flight and the subsequent rude response by the head steward. I have not received a response in spite of at least six follow ups through your chat service and online forms.
I have asked your chat service for the complaints procedure which is not easily accessible or identifiable on your website and they stipulated :
Tamara V 07:39:17 pm
Unfortunately I cannot answer that, because Customer Service Department is a different
department to us, therefore we do not have insight on the procedure, how they exactly
work and respond. You can write to them, asking about this, unfortunately we do not
know the exact procedure.
How can I escalate it if the people I keep writing to ignore my correspondence and the sources of communication available to me simply do not provide me with the procedure and tell me to keep writing to the same address?
I am now demanding a copy of the accident log I asked the Steward to write following her negligence so I can seek independent advise, and I also want a copy of your complaints procedure so I know if I need to take my complain to the Civil Aviation Authority or some other independent arbitrator in the first instance, prior to seeking a legal remedy.
Yours sincerely,
Gordon McIntosh
