Operating in the UK and across the EU
If you have an unresolved complaint with an airline or airport, we may be able to help
The companies below have subscribed to AviationADR and agree to engage with our scheme, meaning any final determination is binding on it, if accepted by you.
We can deal with most complaints between an airline/airport that subscribes to our scheme and a passenger, including:
We cannot deal with your complaint if:
We have an obligation to process claims within 90 days of receiving the evidence from both passenger and airline. However, passengers typically receive their decision within 30 days.
The scheme is approved and regulated by the Civil Aviation Authority, the UK aviation regulator.
To file a Service Complaint click here.
Alternatively, all complaints should initially be addressed to:
Head of Service Complaints
Stratford Office Village
Unit 12 Walker Avenue, Wolverton Mill
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.
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.
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.
Strictly Necessary Cookie should be enabled at all times so that we can save your preferences for cookie settings.
If you disable this cookie, we will not be able to save your preferences. This means that every time you visit this website you will need to enable or disable cookies again.
This website uses Google Analytics to collect anonymous information such as the number of visitors to the site, and the most popular pages.
Keeping this cookie enabled helps us to improve our website.
Please enable Strictly Necessary Cookies first so that we can save your preferences!