You should first of all let the airline know that you have a problem with them and allow them the time to try and resolve the problem. If matter cannot be resolved to your satisfaction the airline will write to you and tell you that you can refer the matter to CEDR for adjudication.
You will be asked to provide authorisation for a payment of £25 at time of application but if your claim is successful the adjudication is free and you will receive 100% of the compensation directed by the adjudicator. The only other cost to you is in preparing and submitting your application, for example, photocopying and postage.
All claims with an element that relates to disability rights will be exempt from the £25 charge if the claim is not successful.
The only difference between applying online or by post is that it may be more convenient for you to apply online. This is especially the case if you wish to take your time completing the application form and if you have all of your evidence available in electronic format. Just because you apply online however, does not mean that you have to continue online, you can choose to use the post, email or telephone later on.
We will collate information from you and the company and then the adjudicator will consider the documentation and make a decision. If the adjudicator requires any additional information CEDR will contact you by telephone, email or post. All documentation provided by the passenger and the airline is shared with both parties.
If you are unhappy with the adjudicator’s decision you may reject it. The adjudicator’s decision only becomes binding if you accept it within six weeks of being told what the decision is. The decision cannot be appealed, only accepted or rejected by you – if you accept it the airline has to take the required action.
Either party has a right to enter into settlement negotiations at any time before the adjudicator makes a decision. Negotiations are private discussions between the parties and you should correspond directly with the airline and not through us. If you do settle, we need the airline to let us know in writing and we will call you to make sure that you have settled. You should note that if you do settle and the airline fails to take the agreed action you should tell us and we may be able to re-open the case. You can also pursue the company in court.
For those customers requiring assistance with completing forms due to a disability (or other issue that requires additional support) we would be happy to discuss this with you and make necessary adjustments to suit your needs. We do not offer this service to every customer, you will be responsible for completing your own application form unless you can demonstrate a need for additional support.
When you apply for adjudication, we need to know your name, address, e-mail address and details of the matters in dispute. We also ask for your telephone number to enable us to contact you if there are any problems. The information collected is used only to allow us to process your application. The information WILL NOT be used to send you any marketing material for other CEDR Services.
When you apply for adjudication, secure server software (SSL) encrypts all information you input before it is sent to us. Furthermore, as required by the UK Data Protection regulations, we follow strict security procedures in the storage and disclosure of the information that you have given us, to prevent unauthorised access.
We do not sell, trade or rent your personal information to others. The only people with access to your information will be CEDR staff, the airline and the Adjudicator. We may produce aggregate statistics about applications under CEDR for public consumption but these statistics will include no personally identifying information.