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
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:
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
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.
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.
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.
Air Astana
Air Canada
Air Canada Rouge
Air China
Air France
Air Mauritius
Asiana Airlines
Delta
easyJet
EgyptAir
Garuda Indonesia
KLM
Oman Air
Royal Brunei
South African Airways
TAP Portugal
TUI
Turkish Airlines
Virgin Atlantic
Wizz Air
London City Airport
East Midlands Airport
Humberside Airport
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.
CDRL Cookie Statement
To continue viewing our website please view our Cookie Statement here and click one of the buttons below.
How to Contact Us
Due to COVID 19 and reduced staffing levels, we are no longer answering calls.
Please communicate with us as follows:
(To access the links below you must first click the link and then accept all cookies)