About Us
Aviation ADR is an Alternative Dispute Resolution (ADR) scheme which helps resolve disputes between passengers and airlines/airports.
Aviation ADR provides a FREE Alternative Dispute Resolution scheme to passengers who have unresolved complaints with airports or airlines. No need for independent advice or third-party representation to submit your complaint.
Purpose and Scope
Our main purpose is to receive and handle unresolved complaints within our jurisdiction. We help mediate disputes between airlines/airports and their customers, administer redress where appropriate, and make recommendations to our members for better service.
Integrity and Independence
Our independent status is core to our operations. We're committed to openness, honesty, and integrity, and function devoid of any outside influence.
Standards Board
Our Board helps to maintain our independence and regulate our operations. Members of the Board champion customer service and uplift industry standards.
Our Powers
From issuing formal apologies to the passengers to directing compensation to the complainant, we hold the power to ensure fair treatment and resolution of complaints.
Accessibility
You can submit a complaint freely without the need for any independent advice or third-party representation. We ensure easy accessibility and a smooth resolution process.
Purpose and scope
The main purpose of Aviation ADR scheme
The receipt and handling of unresolved disputes that fall within jurisdiction as defined within these Scheme Rules (“Complaints”), in relation to companies that are a member of Aviation ADR (“Members”)
The resolution, settlement and/or withdrawal of Complaints or disputes between Members and any of their customers
Where appropriate, to administer remedies and provide redress in relation to Complaints between Members and their customers
Where appropriate to make recommendations to Members about their policies, procedures or the provision of services
Aviation ADR is set up as a limited by guarantee company and has three parts to its structure:
Complaints start and finish with the Adjudicator. In his decisions, he is impartial and independent of Aviation ADR Office, Aviation ADR Standards Board and all outside influences.
Integrity and Independence
Our independent status is at the heart of everything that we do, as is our commitment to openness, honesty and integrity and we recognise the importance of this to everyone that relies on our services.
Independent Standards Board (“Board”)
To help preserve our independence and provide an invaluable set of checks and balances on our work, The Board acts to regulate how we operate. All board members share our vision of inspiring complainant confidence and raising industry standards and do so on a voluntary basis.
The Board regularly reviews a cross section of our adjudications, to ensure they are both fair and reasonable. It also oversees our rules, practices and procedures.
The Board is governed by the Board Constitution.
Our Powers
If the provider is a member of Aviation ADR, they will be contractually obligated to implement our decision.
Ways to Complain
There are two (2) ways to bring your complaint to Aviation ADR
By Post
You can download our paper complaint form here and send the completed form to:
Aviation ADROnline
If you have access to the Internet you can file your complaint via our online portal. To access this, simply go to the homepage of the website and click on ‘START MY COMPLAINT’. As soon as you have filed your complaint you will be taken to your own personal portal page. This page provides you with live information about your claim so that you can check the progress at any time of day. Or just simply click here.
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