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UK – EU Transition, and UK Civil Aviation Regulations

To access current UK civil aviation regulations, including AMC and GM, CAA regulatory documents, please use this link to UK Regulation. Please note, if you use information and guidance under the Headings below, the references to EU regulations or EU websites in our guidance will not be an accurate information or description of your obligations under UK law. These pages are undergoing reviews and updates.

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 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. Such disputes must be specific to the fairness of a particular contract term or commercial practice in relation to the customers individual circumstances. Airline ADR schemes are not required to handle disputes about the general fairness of the terms of a contract for aviation services or the general fairness of an airlines commercial practices.

Airport ADR schemes handle complaints regarding:

  • Problems faced by disabled passengers with reduced mobility when using air transport services

Members of ADR schemes (airlines)

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
AviationADR 01 December 2021 Yes
Air Canada and Air Canada Rouge AviationADR 8 August 2016 Yes
Air France AviationADR 24 April 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
Buzz
AviationADR 07 April 2022 Yes
Cathay Pacific
CEDR 05 May 2022 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
Eurowings söp 1 August 2016 Yes
Garuda Indonesia AviationADR 16 June 2017 Yes
Germanwings söp 1 August 2016 Yes
KLM AviationADR 24 April 2017 Yes
Lauda
AviationADR 07 April 2022 Yes
Lufthansa söp 1 August 2016 Yes
Malta Air
AviationADR 07 April 2022 Yes
Oman Air AviationADR 01 April 2019 Yes
Royal Brunei AviationADR 09 January 2017 Yes
Ryanair AviationADR 24 June 2021 Yes
Scandinavian Airlines SAS CEDR 14 February 2022 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
TUI Airways (formerly Thomson) AviationADR 1 October 2019 Yes
Turkish Airlines AviationADR 1 June 2016 Yes
Virgin Atlantic AviationADR 24 January 2017 Yes
Wizz Air AviationADR 20 July 2016 Yes
Close Members of ADR schemes (airlines)

Members of ADR schemes (airports)

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

Airports 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

Humberside airport

AviationADR

April 2018

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
Close Members of ADR schemes (airports)

Contact details of ADR providers

Consumer Dispute Resolution Limited (AviationADR)

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

Close Consumer Dispute Resolution Limited (AviationADR)

Centre for Effective Dispute Resolution (CEDR)

Centre for Effective Dispute Resolution (CEDR)

International Dispute Resolution Centre

100 St. Paul's Churchyard
London
EC4M 8BU
United Kingdom

Telephone: +44 (0)20 7536 6099

Fax: +44 (0)845 1308 117

Email: aviation@cedr.com

Website: www.cedr.com/aviation

Twitter: @CEDRconsumerADR

Close Centre for Effective Dispute Resolution (CEDR)

söp

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Website: Website

Online form: Online form

Close söp

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