References to EU regulation or EU websites in our guidance will not be an accurate description of your obligations or rights under UK law.read more
resolution or ADR is a way of settling a dispute without having to rely on the
courts. Where a consumer has tried to
resolve an issue with a business but has been unable to agree a
satisfactory outcome or where the business has not responded or engaged
sufficiently, the ADR body will assess all relevant and available information
to reach a decision that the business must abide by.. In line with the relevant
legislation, the government may appoint competent authorities to approve ADR
providers as fit to offer ADR services to consumers in specific sectors and has
appointed the CAA as the competent authority for aviation.
The CAA‘s role, as a
specialist aviation regulator, combined with its strategic objective to improve
choice and value for aviation consumers, means it is best placed to consider
the competence and suitability of ADR applicants to provide alternative dispute
resolution procedures to consumers of aviation.
Airlines who have
appointed an ADR body to handle unresolved complaints should notify the
passenger when they reach “deadlock” – where the business and consumer cannot
agree on a way forward with the complaint.
A consumer way also contact the appointed ADR body after 8 weeks if they
have not had any communication with the business in this time.
We have published the CAA’s overarching
policy on consumer complaints handling and alternative dispute resolution (ADR). This describes how we will act in
our role as the competent authority for ADR entities in the UK aviation sector
and contains our approval criteria for ADR entities
We have also published
a list of approved ADR
providers, which will be updated following the
approval of a new body to the scheme.
The CAA has produced guidance for airlines
which contain details on the obligations to provide information to the
It is particularly important to note that
airline complaint handling procedures must include appropriate mechanisms to
ensure that the complainant is informed by the airline of the name and website
address of an ADR provider competent to deal with the consumer’s complaint once
internal complaint handling in respect of a complaint has been exhausted. This
can be an ADR provider approved by the CAA or a competent ADR provider approved
by another EU Member State.
The airline will also need to inform the
complainant whether or not the airline agrees to participate in the named ADR
provider’s procedures and if so, the ADR provider’s name and website address
must be available on the airline’s website and sales/service contracts.
The CAA is the competent authority to assess,
and if applicable, approve ADR providers in respect of consumer disputes
stemming from aviation contacts.
If you are interested in becoming an ADR
provider for aviation consumers, please refer to our guidance for organisations applying to be an
approved ADR provider.
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