Aviation Dispute Resolution

f you have an unresolved dispute with an airline or airport, you can turn to our Alternative Dispute Resolution (ADR) scheme, authorised by the UK Civil Aviation Authority (CAA) and provided free of charge. This is a UK Government-approved service, operated by our not-for-profit organisation. We do not retain any portion of your compensation. Our in-house team of trained and qualified adjudicators independently review and decide each case. Our decisions are final and binding on the airline or airport, provided you accept the outcome, you will receive the full payout. Airlines Currently Participating in Our ADR Scheme:
Air Astana | Air Baltic | Air Canada (Denmark, France, Spain, Italy, UK, Germany) | Air Canada Rouge | Air France | Asiana Airlines | Buzz | Delta | easyJet | EgyptAir | Garuda Indonesia | KLM | Oman Air | Lauda | Malta Air | Royal Brunei | Ryanair (UK and Spain) | TAP Portugal | TUI | Turkish Airlines | Virgin Atlantic | Wizz Air (Hungary, UK, and Germany) How the Aviation ADR Scheme Works Once a complaint is submitted, the Aviation ADR team reviews it to ensure it meets the eligibility criteria outlined in Section 1.1 of the Scheme Rules. If the complaint does not qualify, the passenger will be informed of the decision within three weeks. For complaints that meet the criteria, the case is forwarded to the relevant airline. The airline then has up to 28 days to review the case and either dispute it or propose a settlement. If a settlement is agreed upon, the airline has an additional 28 days to fulfil the agreed terms, including any compensation payments. If the airline contests the complaint, the passenger has seven days to respond, particularly if the airline has presented new evidence or information not included in the original Deadlock Letter. This stage is known as the Passenger’s Response. After the passenger’s response, Aviation ADR will confirm that a Complete Complaint File has been compiled. From this point onward, no further evidence or documents will be accepted from either party, unless explicitly authorised by the Chief Adjudicator. The Resolution Office then reviews the complaint and issues a written decision within a maximum of 90 days of confirming the receipt of all evidence (current average is approx 39 days). In complex cases, additional time may be required. If so, both parties will be informed of the extension.