Airline ADR schemes: which airline uses which, and how it works

What ADR is

ADR bodies are independent organisations that settle disputes between consumers and businesses without going to court. For air passengers in the UK, the CAA approves the schemes. The airline pays for its membership; the passenger normally pays nothing. An adjudicator reads both sides’ evidence and decides on the papers – there is no hearing.

The CAA notes that on 6 April 2026 the Digital Markets, Competition and Consumers Act 2024 replaced the ADR Regulations 2015 and that it is reviewing its ADR policy; passengers can continue to take unresolved complaints to AviationADR and CEDR.

Which airline is in which scheme

The CAA’s list, read on 10 November 2026:

Lists change. On the same day, CEDR’s own website also named BA EuroFlyer, SAS-Scandinavian Airlines and SAS Connect, and AviationADR’s member list did not show Air Baltic or SAS. Your airline’s final response letter should state which scheme it uses.

Airlines that do not appear on any list – Jet2 and Loganair, for example, were not on the CAA list we read – are handled by the CAA’s complaints team for flights covered by UK261. See how to complain to the CAA.

When you can apply

• Complain to the airline first, in writing.
• Wait for its final response (a “deadlock letter”), or for 8 weeks from your written complaint if it has not resolved it.
• Apply within 12 months of the final response, or of your last written communication if the airline never replied (CAA).
• The flight must be within the last six years (five if you live in Scotland), according to the CAA.

ADR covers delays, cancellations, denied boarding, baggage, assistance for disabled passengers and unfair or misleading treatment that causes financial harm. It does not cover general terms and conditions, business practices or personal injury.

AviationADR step by step

AviationADR handles the largest number of UK airline cases. It reported receiving 66,169 claims in 2026 up to 1 November.

1. Check the airline is a member on aviationadr.org.uk.
2. Apply through the online complaints portal, by post on the paper form, or by phone (0203 540 8063, weekday mornings). Attach the booking, boarding pass, your claim, the airline’s replies and receipts.
3. Eligibility check: if the case is out of scope, you are told in writing within 2 working days; otherwise you get portal log-in details.
4. Airline’s response: the airline has 28 days. It can settle, challenge your complaint or object on scope. If it settles, it has 30 days to pay.
5. Your comments: if the airline challenges your complaint, you have 21 days to comment once; the airline gets one final reply.
6. Decision: an adjudicator issues a written determination within 60 days of the complete file. AviationADR reports an average of 38 days in 2026.
7. Accept or reject within 7 days. The determination is only binding on the airline if you accept it.

CEDR step by step

1. Complain to the airline and get its final response letter, which normally says you may refer the matter to CEDR.
2. Submit your complaint through CEDR’s “Make a complaint” page. Questions go to aviation@cedr.com or 020 7536 6099.
3. Decision: CEDR must complete its work within 90 days of receiving the full case file; it says most cases take about 30–45 working days, and an adjudicator usually decides within 15–20 working days of being appointed.
4. Accept within six weeks. CEDR says the decision becomes binding only if you accept it within six weeks; the airline must then comply within 20 working days unless the decision says otherwise.

CEDR covers any flight that departs from or arrives in the UK with a subscribing airline.

Schlichtung Reise & Verkehr (Lufthansa Group)

Lufthansa, Swiss, Austrian Airlines and Brussels Airlines use the German conciliation body Schlichtung Reise & Verkehr, which the CAA lists as registered in another country. It says its procedure is free of charge for consumers and accepts complaints through an online form on its website. As with the UK schemes, you must have complained to the airline first.

Is the decision binding?

On the passenger, no; on the airline, yes – once you accept it. The CAA explains that if you accept the adjudicator’s decision the airline must follow it, and the decision is generally final and cannot be appealed to the ADR provider or the CAA. You are not required to accept it, and if you reject it you can still take the airline to court. Before rejecting a decision, consider that a court will see the same evidence; an adjudicator’s reasoning is a useful reality check.

If an airline does not pay an award you accepted, tell the ADR body first. If it still does not pay, a court claim for the accepted amount is the next step – see the small claims court guide.

Writing a strong ADR complaint

• Stick to the facts: scheduled and actual arrival times, distance, amount per passenger.
• Quote the airline’s reason for refusing and answer it point by point.
• If the airline relies on extraordinary circumstances, say what evidence is missing (for example a technical log, or proof that the weather prevented this particular flight) and refer to the relevant case law.
• Ask for the exact amount, plus any expenses with receipts.

Our ADR complaint template gives you a ready structure.

ADR for flights departing the EU

For flights departing an EU airport, many countries have their own ADR bodies for air passengers, alongside the national enforcement body. Your Europe notes that access to these EU ADR procedures is only available to EU residents. As a UK resident on an EU flight, the national enforcement body, a claims company or a court claim are usually the realistic options. See national enforcement bodies and the European Small Claims Procedure.

Frequently asked questions

Does ADR cost anything?

The CAA describes the approved airline ADR schemes as free to use for passengers, and AviationADR says it is free for passengers. Schlichtung Reise & Verkehr also says its procedure is free for consumers. MoneySavingExpert has reported that CEDR may charge a fee in some unsuccessful cases; the CEDR aviation pages we read on 10 November 2026 do not mention any passenger fee. If in doubt, ask CEDR before you apply.

Do I have to accept the ADR decision?

No. You can reject it and still go to court. If you accept it, the airline must comply: AviationADR gives you 7 days to accept; CEDR gives you six weeks.

What if my airline is not in any scheme?

Then, for flights covered by UK261, you complain to the CAA’s Passenger Advice and Complaints Team. See how to complain to the CAA.

Can I use ADR for a business trip?

ADR schemes are consumer schemes, and some will not deal with claims made by a business. Compensation itself belongs to the passenger, even if an employer paid. If the scheme will not take your case, the small claims court remains available.

Can a claims company use ADR for me?

Yes – AviationADR has a Letter of Authority form for representatives. The CAA warns, however, that a claims company may deduct a significant share of any award.

Why do lists of members differ between websites?

Membership changes, and lists are updated at different times. On 10 November 2026 the CAA listed SAS under AviationADR, while CEDR’s own list also named SAS and SAS Connect. The airline’s final response letter should name the scheme it currently uses; follow that.

Sources

1. Alternative dispute resolution (ADR) – UK Civil Aviation Authority
2. Complaints process – AviationADR
3. AviationADR – home and participating members – AviationADR (Consumer Dispute Resolution Ltd)
4. Aviation adjudication scheme – overview – CEDR
5. Aviation – help and guides – CEDR
6. Schlichtung Reise & Verkehr (English) – Schlichtung Reise & Verkehr e.V.
7. Air passenger rights – claim your rights – Your Europe (European Union)
8. Flight delay compensation – MoneySavingExpert

We check every rule against the sources above. Spotted an error? Tell us – see our editorial policy.