Complaints We Can Deal With

AviationADR can accept complaints about commercial flights operated by an airline to or from a UK airport.

We can also process flights with departure/destination airports outside of the UK for specific airlines. Please see our AviationADR Members page for more information.

Common examples of complaints we can deal with include:

• Flight Delays or Cancellations
• Denied Boarding
• Damaged, lost or delayed luggage
• Destruction, damage or loss of items worn or carried by a passenger
• Problems faced by disabled passengers or passengers with reduced mobility
• Issues of unfair trading
• Pricing
• Misrepresentation

This list is not exhaustive!

If you are unsure whether we can help, you can still submit your complaint and we will assess whether it falls within our Scheme Rules.

Use of the AviationADR Adjudication service is FREE to passengers and can be submitted without the need for any independent advice or third-party representation.

Complaints We Cannot Deal With

AviationADR cannot deal with the following complaints:

• Compensation claims for illness/death, or their consequences
  (these must be taken to court, not an ADR scheme)

We also cannot consider a complaint where:

• The same dispute is already with a court, or with another ADR scheme, or has previously been decided
• The complaint is, in our view, frivolous or vexatious
• The amount claimed exceeds our £25,000 award limit (we’ll tell you if this applies, and you may choose to proceed on the basis that the claim is limited to £25,000)
• Dealing with it would seriously impair the effective operation of the scheme

For a full, comprehensive list of complaints we cannot accept, please make sure to read through our Scheme Rules.

AviationADR can only deal with unresolved complaints.

To be eligible to make a complaint against an airline/airport using AviationADR, you must have already complained to that airline/airport directly in writing and either:

• Received the airline/airport’s Final Written Response
  (otherwise known as a ‘Deadlock Letter’)
• Given the airline/airport 8 weeks to respond to your complaint

You must bring your complaint to us within 12 months of receiving the Final Response (or, where the organisation did not respond, within 12 months of your complaint to them).

If you’re unsatisfied with the airline/airport’s response, or they fail to respond within those 8 weeks, you can submit your complaint to AviationADR!

PLEASE NOTE:

If you are a disabled passenger or a passenger with reduced mobility, and your complaint relates to your journey, you can come to us before you travel.

In these cases we may be able to waive the usual requirement to complain to the airline/airport first and wait 8 weeks, and adjust our timescales so that we can help while there is still time to make a difference to your journey!