AviationADR – Flight Complaints & Aviation Dispute Resolution
Operating in the UK and across the EU
Should you have a pending complaint with an airline or airport awaiting resolution, our services could provide the assistance you need.
Airlines/Airports we work with
The companies listed below have become members of AviationADR and have committed to participate in our resolution scheme. Thus, any final verdict we reach is obligatory for the company, provided you, as the complainant, accept it.
About the Aviation Dispute Resolution Scheme
We can deal with most complaints between an airline/airport that subscribes to our scheme and a passenger, including:
- Denied boarding, delayed or cancelled flights
- 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
We cannot deal with your complaint if:
- You haven’t already made a complaint direct to the airline and either received a final response or at least 8 weeks has passed since you filed your complaint;
- The airline does not subscribe to our scheme.
It is our duty to process claims within a 90-day period, following receipt of the necessary evidence from both the passenger and the airline. However, it’s worth noting that passengers usually receive their decision much sooner with a typical timeframe of 30 days.
Our scheme operates under the regulation and approval of the Civil Aviation Authority, the governing body for aviation matters in the UK.
To file a Service Complaint click here.
Alternatively, all complaints should initially be addressed to:
Head of Service Complaints
CDRL
Stratford Office Village
Unit 12 Walker Avenue, Wolverton Mill
Milton Keynes
MK12 5TW
Complaints should be in writing and should provide full details of the complaint, including your complaint ID number and the name of the Complaint Handler/Adjudicator where possible/applicable.
How AviationADR Scheme Works
Step 1
Upon receiving a complaint, it undergoes an evaluation process to determine if it abides by the criteria outlined in Section 1.1 of the Scheme Rules. If a complaint doesn't meet the necessary standards for acceptance, the passenger will be informed of this decision within a span of three weeks.
Step 2
Once lodged, the complaint is transferred to the airline, which then has a period of up to 28 days to decide whether it wants to defend the complaint or agree to a settlement. Should the airline opt for a settlement, it is granted another 28 days to carry out the agreed-upon resolution (like paying compensation). If the airline chooses to contest the complaint, the passenger is given a period of 7 calendar days to respond or comment on the defence, particularly if it presents new information or evidence that was not included in the Deadlock Letter. This is termed as the Passenger's Response.
Step 3
After receiving the Passenger Response, AviationADR will inform all relevant parties that it has established a 'Complete Complaint File'. Beyond this point, neither party is allowed to submit any additional information or evidence, unless the Chief Adjudicator of AviationADR expressly authorises the submission.
Step 4
At this juncture, the Adjudicator's office proceeds with handling the complaint, making a written determination. Such determinations are made within 90 calendar days from the date the Complete Complaint File was declared. However, if the complaint is of high complexity, AviationADR reserves the right to extend the 90-day period. In such cases, AviationADR is obligated to inform both parties about the additional time required to deliver the Determination.
The Aviation ADR Scheme Rules
The Scheme is regulated and monitored by the Civil Aviation Authority (CAA) and follows its rules. Airlines subscribed to the Scheme are bound by its decisions and by the Scheme Rules.
Downloads
- Regulated Scheme Rules – AviationADR-Scheme-Rules-airline-MAY 27 2021
Ready to lodge your complaint?
Customer Assistance
Support Centre
Our Support centre operates Monday to Friday, 9am – 5:30pm and is on hand to provide information and assistance for consumers wishing to lodge a claim or obtain an update.
Contact can be made here
Connect with us
Airlines Covered by AviationADR
Delta Airlines Complaints | KLM Complaints | Ryanair Complaints | TUI Complaints | Turkish Airlines Complaints | Air Canada Complaints | Air Canada Rouge Complaints | Air France Complaints | Air Astana Complaints | EasyJet Complaints | Asiana Airline Complaints | EGYPTAIR Complaints | Garuda Indonesia Complaints | Royal Brunei Complaints | TAP Portugal Complaints | Virgin Atlantic Complaints | Wizz Air Complaints |