AviationADR

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.

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.