• Some airlines and airports are members of alternate dispute resolution bodies (ADR). Some of these bodies have been approved by the CAA for providing a high standard of dispute resolution for consumer disputes stemming from a contract for aviation services; others will have been approved by other EU Member States.

    If you have been dissatisfied with the response of an airline or airport to your complaint, you should be sent information on whether ADR is available in the airline/airport's final response. If you have not received a final response in eight or more weeks, you may also be able to refer your complaint to the ADR body directly - check below for whether your airline has agreed to participate in an ADR scheme, and for the contact details of the different CAA-approved ADR bodies.

    All ADR schemes must handle the following types of complaints:

    • Denied boarding, delay, or cancellation;
    • Destruction, damage, loss, or delayed transportation of baggage;
    • Destruction, damage, or loss of items worn or carried by the passenger;
    • Problems faced by disabled passengers or passengers with reduced mobility when using air transport services (i.e. complaints about airlines arising under Regulation EC1107);
      and
    • Any more general disputes arising where the consumer alleges that the business is not trading fairly. Here we are referring to situations where the consumer has been misled, for example into paying more for the flight or into buying something that they didn't actually want, where the consumer has been harmed by the use by the business of an unfair contract term, or where the consumer has been otherwise harmed by the breach by the business of general consumer protection law.
  • Airline ADR body Start date of ADR scheme Will ADR scheme accept complaints where the deadlock letter is dated prior to scheme start date?
    Air Astana CDRL 10 June 2016 Yes
    Air Baltic CRPC 26 June 2017 Yes
    Air Canada and Air Canada Rouge CDRL 8 August 2016 Yes
    Air China CDRL 10 November 2016 Yes
    Air France / KLM CDRL 24 April 2017 Yes 
    Air India CDRL 30 September 2016 Yes
    Asiana Airlines CDRL 10 June 2016 Yes
    Austrian Airlines söp 26 August 2016 Yes
    British Airways CEDR 1 June 2016 Yes
    Brussels Airlines söp 24 October 2016 Yes
    CityJet CDRL 26 January 2017 Yes
    Czech Airlines Czech Trade and Inspection Authority 26 August 2016 Yes
    easyJet CEDR 1 August 2016 No
    EgyptAir CDRL 1 June 2016 Yes
    Eurowings söp 1 August 2016 Yes
    Flybe CDRL 8 September 2016 Yes
    Germania söp 1 August 2016 Yes
    Germanwings söp 1 August 2016 Yes
    Lufthansa söp 1 August 2016 Yes
    Monarch CDRL 24 July 2017 No 
    Ryanair CDRL 14 June 2016 Yes
    Scandinavian Airlines SAS ARN 26 August 2016 Yes
    SkyWorks Airlines AG CDRL 10 June 2016 Yes
    Smartwings / Travel Services Czech Trade and Inspection Authority 16 January 2017 Yes
    South African Airways CDRL 29 July 2016 Yes
    Swiss söp 1 August 2016 Yes
    TAP Portugal (Transportes Aereos Portugeses S.A.) CDRL 27 June 2016 Yes
    Thomas Cook CEDR 11 July 2016 Yes
    Thomson (TUI) CEDR 25 January 2016 No
    Turkish Airlines CDRL 1 June 2016 Yes
    Virgin Atlantic CDRL 24 January 2017 Yes
    Wizz Air CDRL 20 July 2016 Yes

    Please note that complaints covered include those related only to disability.

    Airline ADR body Start date of ADR scheme Will ADR scheme accept complaints where the deadlock letter is dated prior to scheme start date?
    Bristol Airport CEDR 1 April 2017 No
    East Midlands CDRL 1 May 2017 Yes 
    London City Airport CDRL 31 March 2017 Yes
    London Gatwick Airport CEDR 1 April 2017 Yes
    London Heathrow CEDR 1 June 2017 Yes 
    Manchester Airport CEDR 17 May 2017  Yes 
  • Contact details of ADR providers

  • ARN

    ARN deals with complaints relating to flights in and out of Sweden. If the flight is to or from other countries such as Denmark or Norway, passengers will need to send their complaints to the UK CAA PACT team.

    ARN website

    email: arn@arn.se

    Consumer Dispute Resolution Ltd
    33rd Floor Euston Towers
    286 Euston Road
    London
    NW1 3DP 

     


    Website:  https://www.aviationadr.org.uk/

    Telephone: +44 (0)20 3540 8063

    Centre for Effective Dispute Resolution (CEDR)

    International Dispute Resolution Centre

    70 Fleet Street

    London

    EC4Y 1EU


    Telephone: +44 (0)20 7536 6099

    Fax: +44 (0)845 1308 117


    Email:  aviation@cedr.com

    Website:  www.cedr.com/aviation

    Twitter:  @CEDRconsumerADR

    NetNeutrals
    3 Armley Court, 
    Armley Road, 
    Leeds, 
    LS12 2LB, UK

    tel: +44 113 2 376423
    email: info@netneutrals.uk   
    website: www.netneutrals.uk