Airline Dispute Resolution Service takes off
Thousands of holidaymakers will benefit from two new services that help passengers resolve complaints with airlines.
The AviationADR service, which is part of Consumer Dispute Resolution Limited, and the Centre for Effective Dispute Resolution (CEDR) can order participating airlines to pay compensation to customers if they deem it necessary.
In the past, many compensation claims for delays and cancellations of flights were put on hold while airlines fought legal battles in courts.
However, the new resolution schemes claim they will speed up the process.
Dean Dunham, director of CDRL, said:
“Claims for compensation were put on hold – sometimes for up to three years – while issues were resolved in court.
“The good thing about the new process is that it may take just 90 days for a decision to be made.”
The schemes are voluntary and airlines can choose which one, if either, to sign up to.
Ryanair, Turkish Airlines and Egypt Air are part of the AviationADR service and a further 11 airlines are in the process of signing contracts. British Airways and Thompson Airways are covered by the CEDR.
The services are free to passengers but they must first complain to the airline, in writing, via its customer services department.
Complaints should include all necessary details, such as flight number, date of travel and details of the complaint. Airlines then have up to eight weeks to resolve the complaint. If passengers are unhappy with the decision, or if more the eight-week time limit has passed, they can take the complaint to resolution services (find them at AviationADR and CEDR).
News source: The Telegraph
Please note: To be eligible to make a complaint against an airline, you must have already complained to the airline directly in writing and either received a final written response (sometimes referred to as a ‘deadlock letter’) or given the airline eight (8) weeks to respond to your dispute. AviationADR can only deal with unresolved complaints.