AviationADR
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
About this 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.
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
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
The complaint is reviewed and a decision made if it falls within scope, in accordance with 1.1 of the Scheme Rules. In the event that a complaint cannot be accepted, the Passenger will be notified of this within three weeks.
Step 2
The complaint is passed to the Airline, which then has up to 28 days to confirm that it either wishes to defend or settle the complaint. If the Airline agrees to settle the complaint, the Airline has 28 days to implement the agreed remedy (such as pay compensation). If the Airline elects to defend the complaint, the Passenger will be given 7 calendar days to provide any comment on the defence, if it raises any new information or evidence that was not provided in the Deadlock Letter (Passenger Response).
Step 3
Following the Passenger Response, AviationADR will notify the parties that it has a ‘Complete Complaint File’. From this stage, no further information or evidence may be submitted by either party, unless the Chief Adjudicator of AviationADR authorises such submission.
Step 4
At this stage, the complaint is dealt with by the Adjudicator’s office where a determination is made in writing. Determinations are produced within 90 calendar days of announcement of the Complete Complaint File. If the complaint is highly complex, AviationADR may extend the 90 day period, but must advise both parties of the additional time needed to make the Determination.
The Scheme Rules
We operate 2 aviation schemes, namely i) a regulated scheme and ii) a non-regulated scheme
The Regulated scheme
The Regulated scheme is approved by the Civil Aviation Authority (CAA) and as such is monitored and regulated by the CAA and follows its rules. Airlines subscribed to the regulated scheme are bound by its decisions.
Downloads
The 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.
Downloads
Airlines/Airports we work with
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.
Ready to lodge your complaint?
Customer Assistance
Contact Centre
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.
Contact can be made via
0203 540 8063
enquiries@cdrl.org.uk
12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes MK12 5TW
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