Serving in the United Kingdom and Pan-European jurisdictions
If you find yourself with an unresolved dispute involving an airline or airport, our adept services are standing by to step in and expedite the resolution process to your satisfaction.
The companies listed below have become members of AviationADR and have committed to participate in our resolution scheme. Thus, any final verdict we reach is obligatory for the company, provided you, as the complainant, accept it.
Most disputes involving passengers and an airline or airport that participates in our scheme are within our domain of authority. These include but are not limited to:
Unfortunately, we are unable to handle your complaint in the following scenarios:
We are committed to managing claims within a 90-day timeframe upon receipt of requisite documentation from both the passenger and the airline. Nevertheless, it bears emphasising that most decisions are usually dispatched well before this deadline, falling impressively within an average span of 30 days.
Our scheme operates under the regulation and approval of the Civil Aviation Authority, the governing body for aviation matters in the UK.
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.
Upon submission, the AviationADR evaluates a complaint to verify its conformance with the criteria explained in Section 1.1 of Scheme Rules. It’s essential that the complaint meets the specified requirements for continuation. If it fails to do so, the passenger will be communicated the decision within three weeks.
For every compliant that meets our standards, it’s presented to the respective airline. The airline then has a maximum of 28 days to contemplate its position—either to contest or to approach a settlement. In instances where the airline decides in favor of a settlement, it is allotted an extra 28 days to honor the decided terms like compensation payout, if necessary.
There may be cases where the airline opts to dispute the complaint. In such scenarios, the passenger has a week to react or express commentary on the defense—especially when it introduces novel information or evidence not incorporated in the initial Deadlock Letter. This stage is known as the Passenger’s Response.
Following the Passenger’s Response, the AviationADR communicates to all involved entities that a ‘Complete Complaint File’ has been assembled. From this juncture, additional documentation or proof by neither party is accepted unless expressly approved by the Chief Adjudicator of AviationADR.
The Resolution Office, following this, proceeds with the addressing of the complaint and delivers a written decision. This delivery occurs within 90 days from when the Complete Complaint File was acknowledged. However, in complex cases, AviationADR might necessitate transcendence beyond the standard 90 days. In such events, both parties are duly notified about the required extension.
The Scheme is regulated and monitored by the Civil Aviation Authority (CAA) and follows its rules. Airlines subscribed to the Scheme are bound by its decisions and by the Scheme Rules.
Our Support centre operates Monday to Friday, 9am – 5:30pm and is on hand to provide information and assistance for consumers wishing to lodge a claim or obtain an update.
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