The Civil Aviation Authority (the UK aviation regulator) has approved CEDR as an Alternative Dispute Resolution (ADR) service. The service is for passengers who are in dispute with an airline that have subscribed to CEDR as the indepedent adjudicator.
What we will do
When you refer a cliam to CEDR you can expect us to be polite and professional and that we will adhere to the following service standards:
In addition to these service standards we also assess our performance against a defined set of Key Performance Indicators (KPIs).
What we cannot do
CEDR is an alternative dispute resolution service provider and is not the aviation regulator, that role is undertaken by the Civil Aviation Authority. We cannot, therefore, force an airline to do anything that is not part of a CEDR adjudicator's decision.
CEDR is unable to give individuals advice either about the merits of their claim or on how to construct their claim. The same is true for airlines registered with CEDR. We must act independently at all times to settle a dispute in a fair and reasonable way.
CEDR cannot change an adjudicator’s decision once it has been published.
Complaints about our service