A full list of the airlines CEDR adjudicate on can be found on our companies covered page.
Yes. We have detailed rules and downloads to help you. You can also call or email us for assistance. Check the downloads section on the aviation home page to find them.
The scheme can only be used to settle disputes relating to the following matters:
You can apply to CEDR for adjudication if you were a passenger of a subscribing airline member.
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.
If your claim is completely unsuccessful we may charge a fee of £25. However, all claims with an element that relates to disability rights will be exempt from the £25 charge, even if the claim is not successful.
Please note that if your claim is partially or fully successful, then the adjudication is completely 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. However, you can email the Enquiries & Administration Team to provide your information or register a case via our online portal directly.
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 provide you with an application form which includes guidance on what information we require.
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 simply 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.
Whilst the decision cannot be appealed if you are simply unhappy with it, it can be reviewed in instances where you consider that there has been an irrational interpretation of the law, or if the adjudicator ignored relevant information or took into account irrelevant information. Please refer to the aviation complaints policy for further information.
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.
We aim to complete our work on any case within 90 days of receipt of the application but in most cases the process can be completed in as little as 45 days.
Yes. The process is transparent and both parties see everything submitted by the other party.
If your airline is not a CEDR subscriber you should ask them to tell you who their nominated ADR provider is, as they are obliged to tell you who it is by the CAA.
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.
If you want to complain about CEDR please read our Complaint Review Policy & Process document. Once you have read this document and you want to submit your complaint, please use our Complaints Form, which you can download below. Please note that a customer and the subscribing airport or airline must pay their own costs of preparing their complaint about CEDR.
Yes, we are registered under the Data Protection Act 2018.
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.