What is AviationADR?
AviationADR is an alternative dispute resolution scheme operated by Consumer Dispute Resolution Limited (CDRL). AviationADR specialises in resolving disputes between airlines, airports and passengers. We can accept complaints about any commercial flight operated by any of our member Airlines.
CDRL is an independent and impartial organisation that specialises in alternative dispute resolution in the following areas:
Our members are bound by our Scheme Rules, part of which states that they will be bound by any decision that we make.
Our role is to ensure all parties receive a fair and reasonable outcome. To ensure that we this at all times an Independent Standards Board monitors our recommendations and decisions.
For more information please click here.
Is AviationADR Free?
Yes, AviationADR is FREE for consumers to use.
Who is a member of AviationADR?
For more information about our members, please click here.
What complaints can AviationADR can help with?
AviationADR can accept complaints about any commercial flight operated by any of our member Airlines.
For more information, please click here.
What is the AviationADR complaint process?
For more information about our process, please click here.
What to do before I make a complaint using AviationADR?
To be eligible to make a complaint against an airline/airport you must have already complained to that airline/airport directly in writing and either received a final written response (otherwise known as a ‘deadlock letter’) or given the airline/airport eight (8) weeks to respond to your dispute.
AviationADR can only deal with unresolved complaints.
What supporting evidence does AviationADR need from me?
It’s important that you complete the complaint form as thoroughly as possible and that you provide as much supporting evidence as possible, such as:
What if I'm unhappy with the outcome of my airline complaint?
Consumers are not bound by our recommendations or decisions unless you agree to be bound. If you do not agree to be bound and you are unhappy with the outcome, you can still take your complaint elsewhere (such as to court). See more information here.
Member airlines/airports are required to implement resolutions (such as compensation payments) within 30 working days – If this has not happened please let us know by contacting your complaint handler via the portal OR via our support portal by clicking here.
For more information, please click here.
What are the AviationADR scheme rules?
Please see our scheme rules here.
How to start a complaint using AviationADR?
There are three (3) ways to bring your complaint to AviationADR:
How to make an airline complaint using paper form?
You can download our paper complaint form here and send the completed form to:
AviationADR
Stratford Office Village
Unit 12 Walker Avenue, Wolverton
Milton Keynes
MK12 5TW
How to make an airline complaint online?
To start a complaint online, please click here.
How to use the Letter of Authority (LOA)?
For more information about the LOA (Letter of Authority) please click here.
All persons named on a claim must complete an LOA. This includes any children under the age of 18. In these cases, the parents may sign on behalf of the children.
What are the flight delay compensation amounts?
For more information about the compensation, please click here.
What are the flight cancellation compensation amounts?
For more information about the compensation, please click here.
What are the Civil Aviation (Denied Boarding, Compensation, and Assistance to Air Travel Disabled Persons and Persons with Reduced Mobility) (Amendment) regulations 2016?
For more information, please click here.
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