Escalating a Flight Claim to the CAA & ADR Schemes
If an airline rejects your claim or simply won’t engage, you don’t have to give up or go straight to court. The UK has a free, independent escalation route: alternative dispute resolution (ADR). An approved ADR scheme reviews the evidence and issues a decision that is binding on the airline if you accept it — at no cost to you.
This guide explains how ADR works, when you can use it, and the alternatives. Confirm what you’re owed first with the compensation calculator.
How ADR Works
The Two Approved Schemes
There are two CAA-approved ADR providers:
- AviationADR (run by CDRL)
- The Centre for Effective Dispute Resolution (CEDR)
- Each airline that takes part uses one or the other — check which covers yours
- The service is free to passengers; the airline pays to be a member
What to Expect
The process is straightforward:
- Submit your complaint and evidence online
- The scheme reviews what both sides provide and issues a written decision
- Decisions usually arrive within about 90 days, often sooner
- The decision binds the airline if you accept it — but you don’t have to
When You Can Escalate
The 8-Week Rule
You must give the airline a chance first:
- Complain to the airline and get a final response, or wait 8 weeks — see airline not responding
- Then submit to the airline’s ADR scheme within 12 months of the final response
- You can use ADR for incidents within the last 6 years (5 in Scotland)
If the Airline Isn’t in a Scheme
There’s still a route:
- The CAA’s Passenger Advice and Complaints Team (PACT) may take it up — but can’t make a binding decision
- In Northern Ireland, the Consumer Council may assist
- Otherwise, the Small Claims Court is the binding alternative
Common Questions About Escalating
Does ADR cost me anything?
No. CAA-approved ADR schemes are free to passengers — the airline funds its participation. That makes ADR usually the most cost-effective way to challenge a refusal or a non-responding airline, with no court fees and no need for legal representation.
Is the airline forced to pay if I win?
If the airline is a member of the scheme, its decision is binding on the airline once you accept it. If you don’t like the decision, you’re not bound by it and can still go to court. So ADR is effectively risk-free: a favourable decision binds the airline, an unfavourable one doesn’t bind you.
How long do I have to escalate to ADR?
Generally within 12 months of the airline’s final response, and the underlying incident must be within the last six years (five in Scotland). If you’ve passed the 12-month ADR window, the court route may still be open within the longer limitation period.
What if I disagree with the ADR decision?
You’re free to reject it — ADR decisions only bind the airline, not you. If you turn it down, you can still pursue the airline through the Small Claims Court. You can also raise a separate “service complaint” if the scheme handled your case poorly, though that doesn’t change the decision itself.
Related Guides
Airline Not Responding to My Claim
Flight Delay Compensation Calculator
Am I Eligible for Flight Delay Compensation?
Extraordinary Circumstances Explained
How to Claim Flight Delay Compensation
Check If You Could Claim Compensation For Your Delayed Flight
If your flight was delayed by 3 hours or more, you may be entitled to compensation. Start a free flight delay claim check in minutes — no upfront cost. No win, no fee if your claim is accepted.
