AviationADR – Ensuring Fair Skies

Upon submission, the AviationADR evaluates a complaint to verify its conformance with the criteria explained in Section 1.1 of Scheme Rules. It’s essential that the complaint meets the specified requirements for continuation. If it fails to do so, the passenger will be communicated the decision within 2 working days.

For every complaint that meets our standards, it’s presented to the respective airline. The airline then has a maximum of 28 days to contemplate its position—either to contest or to approach a settlement. In instances where the airline decides in favor of a settlement, it is allotted an extra 30 days to honor the decided terms like compensation payout, if necessary.

There may be cases where the airline opts to dispute the complaint. In such scenarios, the passenger has 21 days to react or express commentary on the defense—especially when it introduces novel information or evidence not incorporated in the initial Deadlock Letter. This stage is known as the Passenger’s Response.

Once the passenger has submitted their response, the airline then also gets 1 opportunity to respond to the Passenger’s Response.

Following this, AviationADR communicates to all involved entities that a ‘Complete Complaint File’ has been assembled. From this juncture, additional documentation or proof by neither party is accepted unless expressly approved by the Chief Adjudicator of AviationADR.

The Resolution Office, following this, proceeds with the addressing of the complaint and delivers a written decision. This delivery occurs within 60 days from when the Complete Complaint File was acknowledged. However, in complex cases, AviationADR might necessitate transcendence beyond the standard 60 days. In such events, both parties are duly notified about the required extension.

The passenger is then granted a 7-day window to either accept or reject AviationADR’s written decision on their case.