CDRL

Aviation ADR

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.

Our Website

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.

Airlines

Air Astana

Air Baltic

Air Canada

Air Canada Rouge

Air France

Asiana Airlines

Buzz

Delta

easyJet

EgyptAir

Garuda Indonesia

Lauda

KLM

Malta Air

Royal Brunei

Ryanair

TAP Portugal

TUI

Turkish Airlines

Virgin Atlantic

Wizz Air

Airports

London City Airport

Humberside Airport

Scheme Downloads

Reports

Please see all of the Civil Aviation Authority’s Annual Activity Reports on AviationADR on AviationADR’s website.

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 60-day period, following receipt of the necessary evidence from both the passenger and the airline. 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.

civil aviation authority

Postal complaints should initially be addressed to:

AviationADR
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

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

Scheme Rules

Ready to lodge your complaint?

Our Website

Customer Assistance

Support Centre

Our Support centre operates Monday to Friday, 9:30am – 12:30pm and is on hand to provide information and assistance for consumers wishing to lodge a claim or obtain an update.