Claims & Complaints Procedure
Claims & Complaints Procedure
CARION Aviation Services is committed to resolving any claim or complaint arising from its services promptly, fairly and transparently. This procedure establishes the steps for submitting, processing and resolving claims related to service quality, damage, billing or any other operational matter.
1. Types of Claims & Complaints
Claims relating to the standard of service delivered, including incomplete work, non-conformities with agreed specifications or failure to meet service level commitments.
Claims for damage to an aircraft, its interior, equipment or any client property allegedly caused by CARION personnel during service delivery.
Disputes relating to the amounts invoiced, charges applied or discrepancies between the agreed price and the invoice issued.
Complaints regarding the behaviour, professionalism or confidentiality practices of CARION personnel during or after service delivery.
2. How to Submit a Claim or Complaint
All claims and complaints must be submitted in writing to ensure full traceability. CARION does not accept verbal-only claims for damage or billing disputes.
Send your claim to operations@carionaviation.com with subject line: "CLAIM – [Service Date] – [Aircraft Registration]"
Claims for damage must be submitted within 24 hours of service completion. Billing disputes within 15 calendar days of invoice receipt.
Service date and location · Aircraft registration · Description of the claim · Supporting evidence (photos, documents) · Contact details of the person submitting.
3. Resolution Process
CARION will acknowledge receipt of the claim by email, assign a reference number and confirm the name of the person responsible for handling it.
The Operations team will review all available evidence, including service checklists, completion reports, photographic records and personnel statements.
CARION will issue a written resolution, either accepting the claim (with a proposed remedy or compensation) or providing a reasoned rejection with supporting evidence.
If the client does not accept the resolution, the matter may be escalated to the Operations Director. If still unresolved after 30 days, the dispute may be submitted to the courts of Madrid in accordance with CARION's Terms of Sale.
4. CARION's Commitments
- Every claim is treated with confidentiality and handled without prejudice to the ongoing service relationship.
- CARION will never penalise a client for submitting a legitimate complaint in good faith.
- All damage claims are assessed with reference to CARION's photographic and checklist records taken before and after each service.
- Where CARION accepts liability, a remedy will be proposed within the resolution timeframe — including repair, re-service or financial compensation as appropriate.
For urgent claims relating to damage identified immediately after service, contact the CARION OCC directly. For all other claims, use the email procedure above and quote your service reference number.