What to do before you come to us

1. Complain to the airline/airport

Before using AviationADR, you must have already complained to the 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).

AviationADR can only deal with unresolved complaints.

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!

2. Check the airline/airport you’re complaining about is a Member of AviationADR

We can only process complaints that involve an airline/airport that is a member of AviationADR and has agreed to be bound by our decisions.

Before coming to us, check which airlines/airports are Members of AviationADR

3. Complete the Complaint Form

It is important that you complete the complaint form thoroughly and provide as much supporting evidence as possible, such as:

• Receipts
• Photographs
• Copies of correspondence

Use the 8 weeks between submitting your complaint directly to the airline/airport & escalating your complaint with us to gather these bits of supporting evidence in order to strengthen your ADR case.