Snapshot of Aviation cases – Q2 2024
Data Period: 01/04/2024 – 30/06/2024
Report date: 30/06/2024
- 1. How many new cases received = 7,652
2. How many completed case = 12,474
3. How many completed determinations = 9,719
4. How many settled by the Airline prior to a determination = 268
5. How many spurious or out of scope cases = 2,487
6. How many cases currently over 90 days in the determination status = 0
7. Cases still in progress waiting information from either Airlines or passengers = 14,988
8. Passengers waiting for agreed compensation payments from Airlines = 1,521
9. Number of complaints about Aviation ADR that have been escalated to the independent assessor = 10
10. Number of complaints about Aviation ADR that have been escalated to the CAA = 11
11. Current amount of cases in the system = 22,037
12. Average time to complete a determination following the receipt of all evidence from the Airline and passenger = 37 days
An overview of the ADR process
Our current average in this period is 47 days after a complete complaint file (CCF) has been received, a CCF constitutes all the evidence from both the passenger and the operator.
Cases in the initial assessment period of the case can take up to 3 weeks to establish all the information for the case to be in scope, the average time for a case in this assessment period is currently 1 – 5 days.
At this point it is important to establish the number of passengers on a case, if there is more than one, we request that a signed letter of authority (LOA) is submitted to us for each additional passenger. If LOAs are not provided, this will delay the progression of the case as we are unable to proceed without signed permission.
The next stage is for the Airline to assess the claim and submit their response and supporting evidence to us. They have 28 days in which to do this, however, there are instances where the Airline will request an extension to this timeframe, usually due to the case being more complex. During this period, the Airline may offer the passenger a settlement.
Once we have received all the information from both parties, the case is re-assessed and if everything is in order, we progress the case to Adjudication and allocate a qualified adjudicator to the case.
We then have a 90-day period in which to complete a determination on the case. Our current average in this period is 47 days. On rare occasions a case may be extremely complex and may require more time, if this is the case all parties are notified.
After the completion of the determination, if the case is found in favour of the passenger and compensation is awarded, the passenger is asked for their bank details for payment. It is then the responsibility of the Airline to make this payment. Once we have received the bank details the Airline then has 30 days to make the payment. If this payment is not made within this timeframe, we chase the payment on the passenger’s behalf. If the payment is still not made, this will be reported to the CAA in a monthly report.
It should be noted that the above stats and figures are a snapshot of the Aviation System as of 30/06/2024. When these stats are compared to the Quarterly CAA Reports, they may not align or be able to be accurately compared, as this snapshot shows the status of all cases on the portal, unlike the CAA Quarterly Report which only shows cases which have either been opened or closed within the given quarter and thus may be outdated by the time it is published and it may not display all aspects of an ADR provider’s work.
Our process follows guidelines and regulations set out by CTSI and the CAA, these are two Government departments, which we are approved by in order to operate our ADR schemes.
Company overview for the past 12 months
We are happy to announce the releasing of a a brand-new state of the art platform for processing Aviation complaints, this has been in development for the past twelve months. We have developed a number of tried and tested algorithms to aid the process, along with a whole new process to speed up the time it takes to complete a case. This investment has been built upon our unique insight of the industry, the data of over 200,000 cases and our experience of implementing the regulations to sometimes extremely complex cases.
Our training of staff, the quality control and the updating of policies and processes continues to improve passenger and Airline experiences with our ADR scheme.
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