FAQs

AviationADR is an alternative dispute resolution scheme operated by Consumer Dispute Resolution Limited (CDRL). AviationADR specialises in resolving disputes between airlines, airports and passengers. We can accept complaints about any commercial flight operated by any airline to or from a UK airport.

CDRL is an independent and impartial organisation that specialises in alternative dispute resolution in the following areas:

Our members are bound by our Scheme Rules, part of which states that they will be bound by any decision that we make.

Our role is to ensure all parties receive a fair and reasonable outcome. To ensure that we this at all times an Independent Standards Board monitors our recommendations and decisions.

For more information please click here.

Yes, AviationADR is FREE for consumers to use.

For more information about our members, please click here.

AviationADR can accept complaints about any commercial flight operated by any airline to or from a UK airport.

  • Denied boarding, delayed or cancelled flights
  • Damaged, lost or delayed luggage
  • Destruction, damage or loss of items worn or carried by a passenger
  • Problems faced by disabled passengers or passengers with reduced mobility
  • Issues of unfair trading
  • Pricing
  • Misrepresentation

For more information, please click here.

For more information about our process, please click here.

To be eligible to make a complaint against an airline/airport you must have already complained to that airline/airport directly in writing and either received a final written response (otherwise known as a ‘deadlock letter’) or given the airline/airport eight (8) weeks to respond to your dispute.

AviationADR can only deal with unresolved complaints.

It’s important that you complete the complaint form as thoroughly as possible and that you provide as much supporting evidence as possible, such as:

  • Receipts
  • Photographs
  • Copies of correspondence

Consumers are not bound by our recommendations or decisions unless you agree to be bound. If you do not agree to be bound and you are unhappy with the outcome, you can still take your complaint elsewhere (such as to court).

Member airlines/airports are required to implement resolutions (such as compensation payments) within 30 working days – If this has not happened please let us know by contacting your complaint handler via the portal OR via  email: enquiries@aviationadr.org.uk

For more information, please click here.

Please see our scheme rules here.

There are three (3) ways to bring your complaint to AviationADR:

  • By post
  • Online
  • By telephone

You can download our paper complaint form here and send the completed form to:

AviationADR
Stratford Office Village
Unit 12 Walker Avenue, Wolverton
Milton Keynes
MK12 5TW

To start a complaint online, please click here.

For more information about the LOA (Letter of Authority) please click here.

For more information about the compensation, please click here.

For more information about the compensation, please click here.

Get in touch with us!