CEDR Aviation Adjudication
CEDR Aviation Adjudication is administered and managed independently by the Centre for Effective Dispute Resolution (CEDR), an independent Alternative Dispute Resolution Provider certified by the Civil Aviation Authority to provide dispute resolution for the aviation sector.
CEDR provides dispute resolution for consumers in a number of different industries working in collaboration with trade bodies, industry regulators and other stakeholders. Our consumer dispute resolution services include:
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|Glazing||Lotteries||New Home warranties||Package holidays|
|Post||Private healthcare||Renewable energy||Water and sewerage|
The service is primarily for passengers of airlines that subscribe to CEDR who find themselves in dispute with an airline in relation to a flight that departs, arrives or connects in the UK. The service is also for passengers who have a dispute with an airport that subscribes to CEDR about the provision of services to passengers with reduced mobility.
CEDR Aviation Adjudication uses a ‘documents only’ process, offering a simple, inexpensive and swift method of settling disputes by the appointment of an independent professional adjudicator to examine the facts and give a ruling.
No, you do not have to use CEDR Aviation Adjudication if you do not wish to do so. You remain free to refer your dispute to court. However, in all likelihood using CEDR Aviation Adjudication will be easier, cheaper and considerably quicker than going to court.
You may apply for adjudication after you have exhausted the airline’s or airport’s complaints procedure and they have sent you a deadlock letter.
You must give the airline or the airport the opportunity to address your concerns first. In all likelihood they will be able to resolve your complaint and save you time and expense of adjudication.
An application must be made within 12 months of the date on which you reached deadlock with the airline or the airport regarding your complaint. Airlines and airports should always respond to passengers’ complaints, but in the event that you do not receive a reply, you must wait at least 8 weeks from the date you first complained before you can make an application to CEDR Aviation Adjudication.
If the airline or airport is unable to agree with you on a mutually acceptable resolution to your complaint, and no further proposals are forthcoming, you may receive a letter from them with the title ‘deadlock letter’ or ‘final response’. The letter will tell you that the airline or the airport will not be able to put forward any further proposals and give you the name of the independent dispute resolution body to which they subscribe.
You will only be asked to pay a nominal fee of £25 if your complaint is ultimately completely unsuccessful. This payment is a contribution towards the costs of providing the adjudication. If your claim is successful in any way at all, no fee will be charged to you and you will keep 100% of any compensation awarded.
Claims that are only about an airline or airport’s compliance with EC Regulation 1107/2016 or the Equality Act 2010 are exempt from the £25 charge.
A professional, legally-qualified and trained adjudicator appointed by CEDR will decide each dispute by reference to the documentary evidence supplied by the parties, the CEDR Rules that apply to these adjudications and the relevant law. The adjudicators have wide experience of dealing with travel disputes and all legal aspects of the travel industry.
The adjudicator will publish a written decision to both parties. The decision is contractually binding on the airline or the airport if the passenger chooses to accept it. If you decide that you do not agree with the adjudicator’s decision, you are free to reject it and pursue your claim through other means if you wish. In this case, the adjudicator’s decision will not be binding.
No, the appointed adjudicator will have no direct contact with you or the airline/airport to ensure their independence and impartiality.
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 decision being sent to you, unless an alternative timeframe is stated by the adjudicator in the decision.
The maximum sum which an adjudicator may award under this arrangement is limited to £10,000.00 for any one booking.
If a complaint relates to an airline or airport that does not subscribe to CEDR Aviation Adjudication, we will not be able to accept your application. However, you can refer your complaint to the Civil Aviation Authority’s Passenger and Advice Team (PACT). More information can be found on their Resolving travel problems page.
Yes. A claim relating to mobility equipment can be considered as it relates to the rights of disabled passengers or those with reduced mobility. A decision will be made by the adjudicator in view of the evidence provided by the passenger and the airport.
If your complaint relates to a flight which was delayed or cancelled, or if you were denied boarding, or you experienced problems with seating or toilet facilities on board an aircraft, your complaint should be made against the airline. However, if your complaint relates to assistance provided by the airport in relation to a passenger with reduced mobility, you should bring your claim against the airport.
It is important that you provide any evidence you can that supports any claims that you make against the airline or the airport. Evidence, for example, might include:
- Your booking confirmation
- Correspondence between you and the airline or airport
- Any receipts you have showing how much you have paid for food, drinks, hotel accommodation during the period of a delay or following a cancellation
In accordance with the law, disputes must be completed within 90 days of the application being accepted, but the average time taken by CEDR Aviation Adjudication is significantly quicker at approximately 50 days.