In January 2026 KLM has cancelled our flights from Frankfurt to Norwich with a change in Amsterdam without providing us with accommodation or alternative route. As the result it costed us over €1... Ver mais
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The organisation processed our complaint against an airline thoroughly and fairly. Rightly, they found in our favour and required that the relevant airline provide us with compensation. The website i... Ver mais
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Delighted with the service. I had voluntarily offloaded with easy jet at their request and they subsequently claimed I'd been on the flight and refused to pay any compensation. I submitted my claim th... Ver mais
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Took 3 months but eventually got the right result in my claim against EasyJet after they bumped me from an overbooked flight. Tool on the website is a bit clunky and not easy to follow, and everything... Ver mais
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Informações sobre a empresa
Escrito pela empresa
AviationADR is approved and regulated by the Civil Aviation Authority to provide alternative dispute resolution services in the aviation sector. The company is not for profit and is independent and impartial. AviationADR can deal with disputes between passengers and airlines that subscribe to its service, as listed on www.cdrl.org.uk.
Informações de contacto
12 walker Avenue, MK12 5TW, Milton Keynes, Reino Unido
- 0203 540 8063
- enquiries@aviationadr.org.uk
- www.aviationadr.org.uk
4,2
Bom
1 mil opiniões
Sem histórico recente de solicitação de opiniões
Esta empresa não convidou os clientes recentemente, pelo que as opiniões podem não ser representativas
Respondeu a 35% das suas opiniões negativas
Geralmente responde dentro de uma semana
Como esta empresa usa o Trustpilot
Veja como as respetivas opiniões e classificações são obtidas, classificadas e moderadas.
Got money back but takes patience
I got my money back but only after 12 months and repeated poor communication by AviationADR including offering the airline two opportunities to defend (after already giving a judgement from the first time)
Enter the process with patience!
16 de junho de 2026
Opinião espontânea
Resposta da AviationADR
Hi Edward,
Thank you very much for taking the time to leave us a review! Your feedback regarding our communications is particularly valuable, as we are constantly looking for ways to improve in this area - and are currently undergoing an internal review to this effect.
We appreciate your patience with using the ADR process & waiting a year for an outcome on your case! We understand it must have been frustrating having to wait so long, but ADR is a heavily regulated process, and we do have to make sure we review each case thoroughly to ensure we ultimately come to a fair decision. Thank you for your understanding.
Once again, thank you your feedback, and are pleased to hear we ultimately were able to help you receive your owed compensation in the end!
The Aviation Dispute Resolution service…
The Aviation Dispute Resolution service is funded by the airlines who have signed up to the agreement. It’s important you understand this as they have no authority to enforce your complaint or take any action against the airlines even if they fail to comply with the Uk & EU Aviation Legal requirements. They will take months to review your case and once a decision has been made, close the complaint with immediate effect and offer no assistance with recovering your compensation from the airline even if the adjudication process found in your favour. So don’t bother contacting them, go straight to a small claims court or contact your credit card company to initiate a charge back. They wasted 8 months of my time and reverted to condescending comments and aggressive language in their replies.
15 de junho de 2026
Opinião espontânea
Resposta da AviationADR
Hi Sydnie,
Thanks for taking the time to leave a review & share your experience with us. We're really sorry to hear you were left unhappy, and we take complaints regarding our communications seriously.
Thank you for raising the point of our funding, as this is an area we are always working to make more transparent: When a consumer raises a case against an airline, we receive a flat-rate fee from the airline no matter what the outcome of that case may be. This ensures we can provide a fair, unbiased service, as we have no stake in either side (consumer or airline), whilst also encouraging the airline to sort out complaints directly with the consumer before they escalate with us.
While it's true we cannot enforce our rulings ourselves, they are legally binding once the consumer has agreed to them. This means that, upon agreeing to our decision at the end of the process, you can use the decision in a court proceeding against the airline in question if they have not carried out the owed resolution, as they are legally obliged to comply with it.
We take complaints regarding our communications seriously, and sincerely apologise if you felt that our staff spoke to you in an impolite manner - this is absolutely unacceptable and not at all the level of service we aim to provide.
We appreciate you taking the time to use our service nonetheless, and hope that this reply at least clarified a few points, even if you have been left dissatisfied with us. Thank you again for leaving a review - all consumer feedback is valuable to us.
Transparent, fair and easy to use
Aviation ADR's webpage was easy to use to submit and manage my complaint regarding an airline. Their decision making process was transparent and fair, awarding me funds that Ryanair was trying to deny. I would recommend using this service in cases where an airline is refusing to pay compensation despite their legislative responsibilities.
9 de junho de 2026
Opinião espontânea
Resposta da AviationADR
Hi Balázs,
Thank you for taking the time to share your experience with us! We're glad to hear we were able to help resolve your case with Ryanair.
It's great to hear that you found our website & portal easy to use - this is an area we're actively reviewing & always looking to improve, so feedback in this area is always massively appreciated.
GREAT SERVICE!
13 de junho de 2026
Opinião espontânea
Resposta da AviationADR
Thank you for your feedback. We’re pleased to hear that you had a positive experience with us!
Absolutely fantastic.
AviationADR have been fantastic. I had a frustrating situation with WizzAir who were being totally unresponsive to my attempts to secure a simple and straightforward refund. As soon as the 8 weeks came round, I raised a claim via AviationADR and they were on the case immediately. It was a super smooth process and they were so fast and efficient. Needless to say WizzAir dragged their heels at every stage, waiting until almost the last possible moment to reply, but none-the-less they did and settled the claim in full, thanks to AviationADR's excellent platform. I'm really grateful for the service that they offer.
12 de junho de 2026
Opinião espontânea
Resposta da AviationADR
Hi Suzie,
Thank you very much for taking the time to share your experience with us. We’re really pleased to hear that we were able to help bring your Wizz Air case to a resolution after what sounds like a very frustrating situation!
It’s great to know that our process felt quick and effective for you. Your feedback means a lot to us, and we’re glad we could assist!
Resposta da AviationADR
Thank you for your review! We're glad to hear you had a positive experience with our service and appreciate you taking the time to share this.
Very Good Service
ADR Aviation helped me a lot with my case. The process was clear, and their support was very helpful throughout. I sincerely recommend their service.
One important tip: make sure to regularly check the messages section and read all updates carefully, so you do not miss any important steps or deadlines in your case.
Thank you for your assistance!
10 de junho de 2026
Opinião espontânea
Resposta da AviationADR
Hi Beata,
Thank you for your kind words. We’re delighted to hear that we were able to assist in resolving your case! And making sure to read our messages regularly during the process is good advice - we're always looking for ways to improve the usability of our service, so signposting this better is something we're actively looking to do.
Providing a clear and effective service is very important to us, so your feedback is greatly appreciated!
Issue resolved
My issue was resolved with help of AviationADR, even after the dispute was rejected by Service provider at first.
8 de junho de 2026
Opinião espontânea
Resposta da AviationADR
Hi Stefan,
Thank you for your feedback. We’re pleased to hear that we were able to help resolve your case and provide a positive experience!
Spent nearly 5 months trying to get a…
Spent nearly 5 months trying to get a compensation for delayed flight which I was supposed to receive 2 months ago and haven’t received up to this date. AviationADR then decided to close my case and stop communicating when I informed them the payment still wasn’t received and asked for a proof of payment. Do not recommend
Just to add: You promised to provide me with a proof of payment then closed my claim and stopped communicating so obviously you’ve pocketed the compensation. Scammers
4 de junho de 2026
Opinião espontânea
Resposta da AviationADR
Hi Lussy,
Thank you for your review. We’re sorry to hear that you’re unhappy about your experience with us, and understand how frustrating it must be to not receive the compensation you are owed.
Unfortunately, AviationADR does not control the amount of time an airline takes to pay out compensation - we can only offer a legally binding judgement on each case. If our decision was in your favour and the airline has yet to pay you, we recommend chasing them up.
Thank you again for taking the time to use our service & leave feedback regarding your experience - all consumer feedback is valuable to us.
Happy overall
Although the adjudication process was pretty slow (especially because the airline and I had agreed to settle), I was so happy with the outcome overall as the airline had twice denied liability so the ADR got me over £2000 back! Thanks ADR.
8 de junho de 2026
Opinião espontânea
Resposta da AviationADR
Hi Camilla,
Thank you very much for your review - we're pleased to hear we were able to help resolve your case & get you your owed compensation! We appreciate your patience with waiting for us to reach a decision on your case, as ADR is strictly regulated & thus can take some time to reach a conclusion.
Smooth and easy process
7 de junho de 2026
Opinião espontânea
Resposta da AviationADR
Hi Paul,
Thanks for your kind review - we're glad to hear you found our service easy to use!
It works - and it's restored my faith in the regulatory systems
Was entitled to a delay compensation that the airline refused when approaching individually.
I took this case to AviationADR. Sign up was simple, just had to provide some context and proof of travel - they literally took care of the rest. And I still got the complete amount of compensation that I was eligible for. Got nothing but praise, I'd highly recommend trying here if you don't have luck directly communicating with airlines yourself.
It's amazing that these services exist to keep our rights protected and to enforce what regulations are in place. Thank you.
5 de junho de 2026
Opinião espontânea
Resposta da AviationADR
Thank you very much for your kind feedback! It's great to hear we were able to help you get the compensation you were owed, and that you found our process simple - we're always looking to improve in this area, so consumer feedback is highly valuable to us. We appreciate you taking the time to share your experience!
Positive outcome
Positive outcome. Clear website. Regular updates. Thank you
5 de junho de 2026
Opinião espontânea
Resposta da AviationADR
Hi Mandy,
Thank you so much for your kind words! It's great to hear you found our communication & website clear - and we're pleased to hear we were able to help resolve your case.
Good result to very frustrating claim against KLM
After 9 months we finally received the compensation for the delayed flights we were legally entitled to from KLM with Aviation ADR intervention. Without them I would probably be still waiting and having to resort to legal action through the courts. Whilst we are very grateful for their help I think they gave KLM longer to respond to the claim than they needed as it was a straightforward claim. With patience we got there in the end so thank you for helping us resolve this matter.
5 de janeiro de 2026
Opinião espontânea
Resposta da AviationADR
Thank you very much for your review - we're pleased to hear we were able to assist in your case with KLM & help resolve what sounds like a very frustrating situation! We appreciate your patience with waiting for your outcome while using our service - as ADR is a strictly regulated process, the wait is often unavoidable unfortunately. Thank you again for taking the time to share your experience!
Aviation ADR resolved an issue we had with an airline who was not responding to our complaint.
Aviation ADR resolved an issue we had with an airline who would not listen to our complaint. The ADR process was straightforward and easy to use. They resolved our problem and obtained some of the out of pocket expenses we incurred. I would highly recommend them to anyone with airline related issues.
16 de agosto de 2025
Opinião espontânea
Resposta da AviationADR
Thank you for your kind words & for taking the time to leave a review! We're glad to hear you found our process easy-to-use - as this is an area we're always keen to improve on -, and that we were able to help bring your case to a resolution.
I could not fault the company
I could not fault the company, they got us compensation where we were told we wouldn’t get any from the original tour operator
4 de junho de 2026
Opinião espontânea
Resposta da AviationADR
Hi Ellen,
Thank you very much for your review & for taking the time to use our service! We're pleased to hear we were able to help resolve your case.
A bit opaque but it works
A bit opaque but it works. Thank you very much ! —> All airlines try their luck not to pay using lame excuses and after a delay with BA, I used one of these legal companies who after two years came back to me and gave me only 50%. This January again I faced delays and compensation was rejected by Turkish, I looked for a better alternative found this ADR website: they seem to have some weird funding, so I asked A.I. which told me they were trustworthy and I took the dive.
The only reason they get 4 and not 5 stars, is because their system is not easy to handle and it made me wonder - until I finally got the full reimbursement -if thanks to AI I had made a mistake, as they indicated I should get reimbursement indeed, and then I didn’t hear from them anymore..
Anyways , with some hiccups, splitting the cases per adult (I was not allowed to claim for my partner) in the end it worked luckily and for the future I now know how it works, and possibly quicker too . It took me not 2 years but still 6 months, and we did get the full refund directly from Turkish. End good all good and thank you much appreciated !
3 de junho de 2026
Opinião espontânea
Resposta da AviationADR
Thank you so much for your detailed feedback! We're pleased to hear we were ultimately able to resolve your case with Turkish Airlines and provide a positive experience overall.
We appreciate you giving us insight into the consumer experience with confusion regarding ADR - this is an area we are currently reviewing, & always looking for ways to make more transparent. When a claim is brought to us, we receive a flat sum from the airline it has been raised against - the amount does not change no matter who wins, whether consumer or airline. This means we can offer a fair, unbiased service that is free for consumers to use, as we have no stake in either side.
With regards to our system being confusing - this is also valuable feedback, as we are actively working to improve it in the very near future!
Thank you again for taking the time to leave a review. We appreciate you taking the time to use our service.
I received my compensation from Wizzair!
Thanks to AviationADR I got my compensation from Wizzair airlines for a cancelled flight.
12 de maio de 2026
Opinião espontânea
Resposta da AviationADR
Hi Aksana,
Thank you for your review. We’re pleased to hear that we were able to help resolve your case and provide a positive experience!
Exceptional service
Exceptional service! Flight delayed by over 4 hours and the airline refusing to address obvious issues. Went through the process on the aviation portal and claim was dealt with appropriately.
2 de junho de 2026
Opinião espontânea
Resposta da AviationADR
Hi Vlad,
Thank you very much for your review! We're glad to hear we were able to resolve your case & provide a positive experience.
It's a Private Business funded by Airlines
It's a Private Business funded by Airlines, so naturally the process favours these.
I had a claim against Wizz air where the airline used freight carriage rules to assess the value of the bag they lost and the ADR sided with them despite they used the wrong justification, paragraphs from the Montreal Convention.
The there's the process as well. I was asked to submit the documents which I couldn't initially do because either the option to do it wasn't there and I was only able to submit the receipts.
It also said that I'll be able to submit additional evidence afterwards which I did. Unbeknown to me the person that gave the favourable determination to the airline rejected my objection on grounds that "the airline was not given the chance to review this evidence".
My advice is for anyone dealing with these "arbitration service " is to either go through the process and go to the small claims courts with the airline. Which is what I'm going to do next
What is even more annoying that you have no option to reject their offer and go there directly.
I honestly think, that either their staff is untrained or this is their process that is deliberately stacked against the customer.
25 de outubro de 2025
Opinião espontânea
Resposta da AviationADR
Hi Pav,
Thank you for your feedback. We're sorry to hear that you felt the decision reached on your case with Wizz Air was unfair.
However, we take concerns regarding impartiality seriously & would like to reassure you that we are in fact an independent, neutral third party. We do not favour one side over the other - whether consumer or airline. ADR is funded in a way that ensures we receive the same amount no matter who wins the case - meaning we have no incentive to be biased towards either party, and that we provide a fair, impartial service. We're sorry this didn't feel evident to you throughout using our service - we are always looking for more ways to make the ADR process behind-the-scenes more transparent for consumers.
Your feedback on our submission process is greatly appreciated, as we are currently in the process of an internal review improving the usability of our services & fixing any glitches - we're very sorry that you encountered issues with this! These should all be smoothed out in the near future.
Thank you again for taking the time to use our services & leave a review. All consumer feedback is valuable to us.
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