Customer feedback

We are committed to continually improving the service we provide.  Please read our Managing Customer Feedback Policy which outlines how we will manage your feedback.  You can also view this document in Gaelic.

While we will always strive to do our best, we know that we won’t always get it right.  In instances where our standards of service are questioned, we welcome the opportunity to correct this and learn from the outcomes to enhance our customer service experience.

We are keen to hear examples of good practice, excellent customer service, or of the simple attention to detail which exemplifies the personal service we provide to our passengers and customers.

We will use the feedback we receive to monitor our performance and will incorporate this information into our planning and governance processes in order to continually improve our customer service.

Pay us a compliment

Leave a comment or suggestion

Make a complaint

When it comes to complaints, we hope to be able to resolve any issue you have at your first point of contact wherever possible.  However, where this is not possible, or the matter is complex, we will undertake a full investigation into a matter.  We will acknowledge your complaint within three working days and respond to you with the outcome of our investigation within 20 working days.

Complaints about how HIAL has processed your personal data

For specific complaints about the way in which HIAL has processed your personal data, please contact our Data Protection Officer, at 

Website Feedback

We will continue to develop our website and have ambitious plans for the future. 

Please complete our Website Feedback Form  to give us your feedback and let us know if something appears to be missing or not working.


If you have any queries, please contact us on or 01667 462445.