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
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:
If your complaint is against Emirates under our non-regulated ADR scheme, we cannot deal with complaints lodged by a claims management company.
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.
The non-regulated scheme operated for Emirates is not regulated by the CAA and complainants have the option of taking there complaint to PACT (operated by the CAA) instead of AviationADR if they so wish.
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.
We operate 2 aviation schemes, namely i) a regulated scheme and ii) a non-regulated scheme
We operate the non-regulated scheme exclusively for Emirates passengers. The scheme is not approved by the CAA and therefore is not monitored and regulated by the CAA. However, the decisions under this scheme are still binding on Emirates. The only difference between this non-regulated scheme and AviationADR’s regulated scheme, is that we cannot accept complaints lodged by claims management companies in relation to claims against Emirates. For claims against all other airlines subscribed to our regulated scheme we can accept claims lodged by claims management companies.
As the scheme is non-regulated, it means that consumers wishing to pursue a complaint against Emirates can instead request that the CAA’s PACT service handles their complaint. For more information click here.
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.
Our contact 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.
0203 540 8063
12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes MK12 5TW