How AviationADR Scheme Works
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.