Resolve Air Travel Issues with AviationADR – Free of Charge

If you have an unresolved dispute with an airline or airport, you can turn to our Alternative Dispute Resolution (ADR) scheme, authorised by the UK Civil Aviation Authority (CAA) and provided free of charge.

This is a UK Government-approved service, operated by our not-for-profit organisation. We do not retain any portion of your compensation.
Our in-house team of trained and qualified adjudicators independently review and decide each case. Our decisions are final and binding on the airline or airport, provided you accept the outcome, you will receive the full pay-out.

How the Aviation ADR Scheme Works

Once a complaint is submitted, the Aviation ADR team conducts an initial review to determine if it meets the eligibility requirements set out in Section 1.1 of the Scheme Rules. If the submission does not qualify, the passenger will be notified of the decision within three weeks.

For cases that pass the eligibility check, the matter is referred to the appropriate airline. The airline has up to 28 days to assess the claim and either challenge it or offer a settlement. Where a settlement is reached, the airline is given a further 28 days to fulfil the agreed resolution, including any compensation.

If the airline disputes the claim, the passenger is allowed seven days to respond, particularly when new evidence or details not covered in the original Deadlock Letter are introduced. This stage is referred to as the Passenger’s Response.

Following this, Aviation ADR verifies that all required documents have been provided and confirms a Complete Complaint File. At this point, no additional evidence or submissions will be accepted from either side unless specifically authorised by the Chief Adjudicator.

The Resolution Office then reviews the finalised case and delivers a written decision within 90 days of confirming all documentation has been received. On average, decisions are currently issued in around 39 days. In complex matters requiring more time, both the passenger and the airline will be informed of the extension.

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