Aviation

Aviation Adjudication Scheme

We cover any flight that departs or arrives in the United Kingdom that is operated by an airline or airport that subscribes to this CEDR Scheme. We also cover disputes related to airports for passengers with reduced mobility.

Duration

90 days

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What we can do

You can apply to CEDR for adjudication if you were a passenger of a subscribing airline or a user of a subscribing airport. An independent adjudicator will weigh up the evidence provided by both you and the airline/airport. Where the adjudicator decides in your favour, the airline or airport will be required to do what the adjudicator has directed in their decision within 20 working days of the date on which you accept the adjudicator's decision, unless an alternative timeframe is stated by the adjudicator in the decision.

If you want to know more about how we can help you with your Aviation complaint, please visit our Help & Guides.

Important message: Please note that CEDR is managing a higher volume of cases. A number of the timelines outlined in the Scheme Rules have had to be temporarily extended. Rest assured that your case will still be completed within 90 days of receipt of the complete case file. We appreciate your patience and understanding during this time and we will look to progress the cases from one stage to the next as soon as possible. We apologise for any inconvenience this may have caused.

The steps you must take before submitting a complaint

Contact the company

Raise your complaint with the company in the first instance. The airline will try and resolve your complaint to your satisfaction. This may take several weeks but you must allow them sufficient time to assess your complaint and respond.

Get in touch with CEDR

If the passenger and airline are unable to find a mutually acceptable resolution to the complaint the airline will issue a ‘final response letter’. This letter will tell you that the airline is unable to take your complaint any further and it should normally say that you may refer the matter to CEDR for adjudication.

Accept or reject the final decision

CEDR will adjudicate the dispute and an adjudicator will issue a final decision. You are free to either accept or reject this decision.

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Companies covered

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CEDR can provide dispute resolution services for businesses in most sectors.

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Certified by the Civil Aviation Authority

The Aviation Adjudication Scheme is administered and managed independently by CEDR, an independent Alternative Dispute Resolution Provider certified by the Civil Aviation Authority (CAA) to provide dispute resolution for the aviation sector.