Understanding Your Rights with Alternative Dispute Resolution (ADR) in Aviation
When it comes to resolving disputes with airlines and airports, Alternative Dispute Resolution (ADR) bodies play a significant role.
When to Approach an ADR Body
If you are unsatisfied with an airline's or airport's response to your complaint, the final response from the airline or airport should contain information on the availability of an ADR. You can also directly refer your complaint to the ADR body in circumstances where you have not received a satisfactory response after eight weeks. It's beneficial to know if your airline is a participant in an ADR scheme.
Issues related to denied boarding, delay, or cancellation
Destruction, damage, loss, or delayed transportation of baggage
Destruction, damage, or loss of items worn or carried by the passenger
Problems faced by disabled passengers or passengers with reduced mobility when using air transport services (under Regulation EC1107)
Disputes where the consumer alleges that the airline has not carried out fair-trade practices. This could include being misinformed about prices or coerced to buy unwanted items, use of an unfair contract term by the airline, or other breaches by the airline of general consumer protection laws.
Scope of ADR Bodies
ADR Schemes concerning Airlines handle specific types of complaints, which mainly include the following
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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