Your step-by-step guide to gathering the right evidence… And why filing it all up front makes all the difference!
Flights get delayed. Bags go missing. Sometimes you’re bumped off a flight you paid for, and the airline’s reply leaves you no better off.
If you’ve hit a wall with an airline or airport, AviationADR offers a FREE, independent route to a resolution – approved by the Civil Aviation Authority to settle disputes between passengers and Participating Member airlines and airports across the UK and EU.
But here’s the thing every passenger should know before they start: your claim is only ever as strong as the evidence you put in front of our Adjudicator. And there’s a point in the process (which we’ll explain below) where the door closes and no new evidence can be added. That’s why the single best thing you can do is gather everything and file it at the very start!
Why front-loading your evidence matters: the “Complete Complaint File”
When you bring a complaint to us, it moves through a set process. In short:
1. You submit your complaint with all your supporting evidence.
2. We check it’s something we can deal with, and register it if so.
3. The airline/airport gets 28 days to respond: they can settle, raise a scope objection, or provide a written defence.
4. If they defend, you get one opportunity to comment, within a 14-day window. The airline then gets a single, final reply.
5. We declare a Complete Complaint File. From this point, no further information or evidence is accepted from either party.
6. A specialist Adjudicator issues a written decision within 60 days.
That fifth step is the one to circle.
Once your file is complete, the Adjudicator decides your case only on what’s already in it.
A receipt you meant to dig out, a photo still on your phone, the email you forgot to attach – if it isn’t in the file, it can’t be considered. A strong claim with a gap in the evidence can lose to a weaker one that’s fully documented. So treat your very first submission as your best and only shot, not a rough draft.
First, the Groundwork BEFORE you come to us…
A little prep protects your claim from falling at the first hurdle.
Before you escalate to us, make sure you’ve:
• Complained to the airline/airport directly first – and either received their Final Written Response (a “Deadlock Letter”) or given them 8 weeks to respond
• Come to us within 12 months of their final response (or of your original complaint, if they never replied)
• Checked the airline or airport is a Participating Member of AviationADR – we can only deal with complaints involving members
Here’s a tip most people miss: use those 8 weeks wisely!
While you wait for the airline, that’s your window to hunt down receipts, save photos, and pull together your paperwork – so that the day you’re eligible to escalate, your file is already complete.
Travelling with a disability or reduced mobility? If your complaint relates to your journey, you may be able to come to us before you travel – we can sometimes waive the usual “complain first and wait 8 weeks” requirement so we can help while it still makes a difference to your trip.
The Evidence to Pull Together
Think of your file as telling the whole story of what went wrong, in documents. The stronger the paper trail, the easier it is for our Adjudicator to find in your favour. Aim to include:
The essentials – for every claim!
• Your booking confirmation or e-ticket, showing your booking reference, the flight number, date and route.
• Boarding passes (or proof of check-in) for everyone the claim covers
• Flight details in full: scheduled departure and arrival times versus what actually happened
• All your correspondence with the airline/airport: your original complaint, every reply, and the Deadlock Letter or final response
• A clear written summary of what happened, in order, and exactly what resolution you’re asking for
For Delays, Cancellations & Denied Boarding:
• Any Notice the airline gave you: texts, emails or app alerts about the disruption, and how much warning you had.
• The Reason you were given for the delay, cancellation or bumping in writing wherever possible
• Receipts for out-of-pocket expenses: meals, refreshments, a hotel, or transport you had to pay for because of the disruption.
• Details of any replacement flight or rerouting, including how long you were ultimately delayed on arrival.
For Lost, Delayed or Damaged Baggage & Belongings
• Your Property Irregularity Report (PIR): the reference raised at the airport when the problem was reported.
• Photographs of the damaged bag or items, showing the condition clearly.
• Proof of value: receipts, order confirmations or bank statements for lost or damaged belongings.
• Receipts for essentials you had to buy while your baggage was delayed.
The information to spell out clearly:
Evidence tells the story; clear information helps us process your case without delay.
When you complete the complaint form, make sure you set out:
• Your full details and up-to-date contact information (and the names of anyone else the claim covers).
• The airline/airport you’re complaining about, and your booking reference.
• What went wrong, laid out clearly and in date order.
• The remedy you want: the compensation, refund or other outcome you’re seeking.
• How you worked out any figure: for example, adding up the receipts behind the amount you’re claiming.
File it all at the start – don’t drip-feed!
It’s tempting to submit a quick complaint and “send the rest later.”…
Resist that.
Remember, once your Complete Complaint File is declared, the evidence window closes for good – and you typically only get one 14-day opportunity to respond to the airline’s defence. Every document you leave out is a point you may never get to make.
So put your strongest, most complete case forward from day one. A well-organised file – clearly labelled, in date order, with nothing missing – gives our Adjudicator everything they need and gives you the best possible chance of the outcome you’re after.
Your quick pre-submission Checklist
☐ Complained to the airline and got a Deadlock Letter (or waited 8 weeks)
☐ Confirmed the airline/airport is a Participating Member
☐ Booking confirmation, e-ticket and boarding passes saved
☐ Full flight details — scheduled vs actual times
☐ All correspondence with the airline attached
☐ Receipts for every expense you’re claiming
☐ Photos / PIR for any baggage or damage claim
☐ A clear summary and the exact remedy you want
How do I get started?
Once your evidence is together, you can lodge your complaint with us for FREE in whichever way suits you – through our online portal, our app, by post, or by phone:
> Start your complaint with AviationADR
> What to do before you come to us
Take a little time to read through our site so you understand the process and what’s required. Getting your evidence together at the start is what helps us deal with your complaint as quickly and fairly as possible!
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