Amendments to the CAA’s policy for ADR applicants and approved ADR entities (CAP1324) CAA Decision

Note - On 6 April 2026, new provisions in the Digital Markets, Competition and Consumers Act 2024 (DMCCA) on Alternative Dispute Resolution (ADR) came into effect and replaced the ADR Regulations 2015. The CAA is now reviewing its ADR policy documents in light of the DMCCA and will consider what, if any, changes will need to be made to this page as part of its review. Aviation consumers can continue to take their unresolved complaints to the two ADR schemes – AviationADR and CEDR.

In 2020, the CAA consulted on a number of proposed revisions to its policy for ADR applicants and approved ADR entities (CAP1324), which it considers will make ADR work better for consumers and which will further encourage airlines that do not currently participate in ADR to consider again the merits of the schemes that are offered by the two CAA-approved ADR bodies. This document contains the CAA’s decision on these revisions following the conclusion of the consultation and consideration of the responses received.