The images below are taken from our published passenger complaints data which is received from CAA approved Alternative Dispute Resolution (ADR) entities and CAA's Passenger Advice and Complaints Team.
For the full quarterly statistics see: our Passenger complaints data pages
Total Cases Received (and accepted for adjudication)
NB: these figures represent the number of cases received by ADR providers which qualify for adjudication. As the data we receive is a “snapshot” in time (and not all cases may have been assessed), the figures are liable to change over time.
Number of complaints made per million passengers – CDRL/CEDR only
NB: This metric is calculated using the number of complaints received and accepted for adjudication and therefore is liable to vary over time (see comment above).
NB2: For more information about the complaints per million passengers metric, see point 7 on the data interpretation notes that accompany the published data tables.
Uphold Rate
The percentage of all the cases that reach the adjudication/settlement stage that are awarded in favour of the consumer making the complaint.
Total Compensation awarded – CDRL/CEDR only
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