Aviation ADR
FAQs
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AviationADR is an Alternative Dispute Resolution (ADR) scheme operated by Consumer Dispute Resolution Limited (CDRL). We specialise in resolving disputes between airlines, airports and passengers.
CDRL is an independent and impartial organisation that specialises in ADR in the following areas:
Airlines and airports that are Members of AviationADR are bound by our Scheme Rules – which state that they will be bound by any decision we make.
Our role is to ensure all parties receive a fair and reasonable outcome. To ensure that we adhere to this at all times an Independent Standards Board monitors our recommendations and decisions.
For more information please click HERE
Yes, AviationADR is FREE for consumers to use.
Please see a comprehensive list of all the airlines/airports that are Members of our scheme HERE
We can accept complaints regarding commercial flights operated by any of our member airlines.
Please see the following page that lists issues we can deal with HERE
PLEASE NOTE:
Your flight must have had either a departure or destination airport within the UK to be eligible for AviationADR, with the exception of Ryanair, Wizz Air, Air Canada, Lauda, Malta Air, and Buzz, for whom we can process departure/destination airports outside of the UK.
Please click HERE for more information.
ADR stands for Alternative Dispute Resolution. It’s a quick way to solve disputes out of court, and covers many sectors – not just aviation.
Here’s how it works in the context of AviationADR:
You complain to your airline. Their response – or lack thereof – leaves you unsatisfied. So, you come to AviationADR – a neutral third party.
Within 60 days of declaring a Complete Complaint File, we decide who’s in the right, and what’s owed. If you accept our decision, it becomes legally binding. Simple!
If you’re curious about our other ADR schemes, check out the sites below:
It’s important that you complete the complaint form as thoroughly as possible and that you provide as much supporting evidence as possible, such as:
- Receipts (please note all claims for reimbursements of costs, must be substantiated with itemised receipts or proof of payment)
- Photographs
- Copies of correspondence
Passengers are not bound by our recommendations or decisions unless they agree to be bound. If you do not agree to accept our decision, or are unhappy with the outcome, you can still seek alternative routes of redress (such as court).
Member airlines/airports are required to implement resolutions (such as compensation payments) within 30 working days.
If this has not happened please let us know by contacting your complaint handler.
For more information, please click HERE
Please see our Scheme Rules HERE
Please see our detailed Step-by-Step guide on our Complaints process HERE
Make sure that, before you even submit your complaint to us, you have complained to the airline/airport directly in writing and either:
- Received a Final Written Response (otherwise known as a ‘Deadlock Letter’)
- Given the airline/airport 8 weeks to respond to your dispute
We can only process unresolved complaints.
