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Aviation (Flights)
Reports
Customer Satisfaction Survey, ADR Entity Reports and Independent Reviewer Reports.
Customer Satisfaction Survey
The following statistics are taken from the CEDR Customer Satisfactory Survey. Number of respondents: 50
- Case Settled
- Case Offer Made
- Adjudication Outcome
- Understanding
- Process Satisfaction
- 1st October 2025 - 31st December 2025
- Yes
- No
- After your application was accepted by CEDR for review, did the company offer to settle your complaint?
- 10%
- 90%
- 1st October 2025 - 31st December 2025
- Of the cases that had an offer made
- I accepted the offer
- 50%
- I declined the offer and proceeded to adjudication/arbitration
- 50%
- 1st October 2025 - 31st December 2025
- What was the Outcome of your Adjudication?
- Claim succeeded in full
- 6%
- Claim succeeded in part
- 12%
- Claim did not succeed
- 82%
- 1st October 2025 - 31st December 2025
- Easy
- Neither
- Difficult
- How easy was the offer of settlement to understand?
- 100%
- 0%
- 0%
- How easy was it to understand the written decision?
- 35%
- 47%
- 18%
- 1st October 2025 - 31st December 2025
- Satisfied
- Neither
- Dissatisfied
- Overall - How satisfied are you with the process at CEDR?
- 20%
- 12%
- 68%
- Settled Case - Satisfaction with the process at CEDR?
- 100%
- 0%
- 0%
- Adjudicated Case (in favour of customer) - Satisfaction with the process at CEDR?
- 50%
- 0%
- 50%
- Adjudicated Case (in favour of company) - Satisfaction with the process at CEDR?
- 7%
- 18%
- 75%
ADR Entity Reports
CEDR was approved as an ADR Entity by the CAA in January 2016. Under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, CEDR is required to publish information on an annual basis relating to the operation of the Scheme.
Independent Assessor Reports
The Independent Reviewer is not based at CEDR, nor are they part of that organisation. There are two aspects to the Independent Reviewer’s role. They can consider individual complaints about certain aspects of the level of service provided by CEDR. They conduct overall reviews of service complaints and produce an interim and an annual report which will be published on this page.
Adjudicated Case Outcomes
The below data is solely based on adjudicated outcome issued date for subscribing airlines to CEDR. This specific data set may differ from how it is presented elsewhere and as it is based on decision issued date, therefore cases may have been registered in the previous year.
Note: As some airlines have fewer cases that reach the adjudication stage, the below percentages will show greater variance.
- 2026
- Q1
- Q2
- Airline
- BA
- SAS
- Norse
- Cathay Pacific
- Claim Fails (outcome fully in favour of the airline)
- 68.30%
- 42.90%
- 23.40%
- 63.60%
- Claim Succeeds in Part (outcome partly in favour of the passenger)
- 21.80%
- 14.20%
- 31.90%
- 0.00%
- Claim Succeeds in Full (outcome is fully in favour of the passenger)
- 9.90%
- 42.90%
- 44.70%
- 36.40%
- Airline
- BA
- SAS
- Norse
- Cathay Pacific
- Claim Fails (outcome fully in favour of the airline)
- 65.50%
- 50.00%
- 15.30%
- 60.00%
- Claim Succeeds in Part (outcome partly in favour of the passenger)
- 21.90%
- 50.00%
- 57.60%
- 20.00%
- Claim Succeeds in Full (outcome is fully in favour of the passenger)
- 12.60%
- 0.00%
- 27.10%
- 20.00%
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