• 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.

    Airline 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.

    Airport ADR schemes handle complaints regarding:

    • Problems faced by disabled passengers with reduced mobility when using air transport services
  • 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 AviationADR 10 June 2016 Yes
    Air Baltic Latvian Consumer Rights Protection Centre 26 June 2017 Yes
    Air Canada and Air Canada Rouge AviationADR 8 August 2016 Yes
    Air China AviationADR 10 November 2016 Yes
    Air France / KLM AviationADR 24 April 2017 Yes 
    Air Mauritius AviationADR 25 October 2017 Yes 
    Asiana Airlines AviationADR 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 AviationADR 26 January 2017 Yes
    Condor CEDR  26 March 2018  Yes 
    Czech Airlines Czech Trade Inspection Authority 26 August 2016 Yes
    Delta AviationADR 1 October 2017 Yes
    easyJet AviationADR 20 May 2019 Yes
    EgyptAir AviationADR 1 June 2016 Yes
    Emirates AviationADR 1 January 2019  Yes 
    Eurowings söp 1 August 2016 Yes
    Flybe AviationADR 8 September 2016 Yes
    Garuda Indonesia AviationADR 16 June 2017 Yes 
    Germania söp 1 August 2016 Yes
    Germanwings söp 1 August 2016 Yes
    Lufthansa söp 1 August 2016 Yes
    Norwegian   AviationADR 22 December 2017 Yes
    Oman Air  AviationADR 01 April 2019  Yes 
    Royal Brunei  AviationADR 09 January 2017  Yes 
    Scandinavian Airlines SAS söp 13 October 2017 Yes
    Smartwings / Travel Services Czech Trade Inspection Authority 16 January 2017 Yes
    South African Airways AviationADR 29 July 2016 Yes
    Swiss söp 1 August 2016 Yes
    TAP Portugal (Transportes Aereos Portugeses S.A.) AviationADR 27 June 2016 Yes
    Thomas Cook CEDR 11 July 2016 Yes
    TUI Airways (formerly Thomson) CEDR 25 January 2016 No
    Turkish Airlines AviationADR 1 June 2016 Yes
    Virgin Atlantic AviationADR 24 January 2017 Yes
    Wizz Air AviationADR 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 AviationADR 1 May 2017 Yes 
    London City Airport AviationADR 31 March 2017 Yes
    London Gatwick Airport CEDR 1 April 2017 Yes
    London Heathrow CEDR 1 June 2017 Yes 
    London Stansted CEDR 15 September 2017  Yes 
    Manchester Airport CEDR 17 May 2017  Yes 
  • Contact details of ADR providers

  • AviationADR (Consumer Dispute Resolution Limited)
    12-14 Walker Avenue 
    Stratford Office Village 
    Wolverton Mill 
    Milton Keynes 
    MK12 5TW 

     
    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