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 havi... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
ADR were extraordinary. My dispute with Airfrance was horrendous, their customer service appalling - lying, misleading, hours on pointless phone calls, correspondence that made no sense, promises unke... See more
Company replied
The online form wouldn't work for us but once we'd contacted them by phone & completed a paper form over the phone, it was all systems go. The agent was super helpful. Very pleased with the outcome, a... See more
Company replied
Following a cancelled flight on EgyptAir, we kept trying to contact them to ask about a partial/full refund, but never heard anything back. We were advised to contact AviationADR about this issue. R... See more
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Company details
Written by the company
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.
Contact info
12 walker Avenue, MK12 5TW, Milton Keynes, United Kingdom
- 0203 540 8063
- enquiries@aviationadr.org.uk
- www.aviationadr.org.uk
4.2
Great
1k reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 32% of negative reviews
Typically replies within 1 week
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Absolutely first class experience from…
Absolutely first class experience from start to finish. Kept updated all the time
5 June 2026
Unprompted review
Reply from AviationADR
Hi Margaret,
Thank you for your feedback. We’re pleased to hear that we were able to help resolve your case and provide a positive experience!
Straightforward process
Clear and easy path for the resolution of the complaint. Very good communication at every step of the process.
20 June 2026
Unprompted review
Reply from AviationADR
Hi Ignacio,
Thank you for your kind words. We’re delighted to hear that we were able to assist in resolving your case!
Providing a clear and effective service is very important to us, so your feedback is greatly appreciated.
Even one star is too much - absolute disgrace
Even one star is too much. What this "neutral" company has done is an absolute disgrace.
We submitted a claim regarding a cancelled KLM/Air France flight that was rebooked to a later flight on the same day. As a result, we arrived in Bangkok with a delay of 2 hours and 50 minutes. However, the aircraft doors did not open until more than 3 hours after the originally scheduled arrival time, which is a key factor in determining eligibility for compensation.
Throughout the process, KLM/Air France failed to provide ANY sort of evidence supporting their explanations. In fact, we were given three different reasons for the cancellation at various stages, yet no documentary evidence was produced to support any of them. Likewise, no evidence was provided regarding the actual time at which the aircraft doors were opened.
We, on the other hand, submitted multiple pieces of evidence in support of our claim. Despite this, Aviation ADR appeared to accept the airline's unsupported statements without requiring proof, while disregarding the evidence we had provided.
The case has now been closed, and all I receive are automated responses. For an organisation that is supposed to provide an independent and impartial dispute resolution service, this process felt neither transparent nor fair.
15 June 2026
Unprompted review
Reply from AviationADR
Hi Jane,
Thank you for taking the time to share your feedback with us. We're sorry to hear that you feel this way about your experience with us regarding your KLM/Air France complaint. We take concerns about impartiality very seriously.
We want to reassure you that our decisions are made independently & based on the information and evidence provided by all parties, in line with the relevant regulations and guidelines. We do not favour one side over another. However we do regret that this did not feel apparent to you during the process, and we're sorry you felt the ruling on your case was unfair.
Unfortunately, the fact that ADR is a strictly regulated process means that any technicality could cause a complaint to fail - however it is important that we stringently follow these rules in order to ensure that we can provide an impartial service.
We appreciate you taking the time to use our service, though we recognise that the outcome may not have aligned with your expectations. All consumer feedback is valuable to us.
There should be option for zero star…
There should be option for zero star just finished reading there adjudicator decision in favour of wizzair, basically telling me to back to them to claim travel expenses as i had travel with family via another airline after they cancelled twice. So this adjuster wrote they cant see proof of the passengers going (Even though boarding passes were submitted) and to submit it to wizzair directly (even though they have said to me they won't cover them. ) what they point if they cant even see what has been sent to them.
18 June 2026
Unprompted review
Reply from AviationADR
Hi Habib,
Thank you for your feedback. We’re really sorry to hear that you’re unhappy about your experience with us. Unfortunately, since ADR is such a heavily regulated process, we can only accept complaints that fall within our jurisdiction, though we understand the frustration this may have caused.
Very clear on steps of the dispute…
Very clear on steps of the dispute resolution procedure and timelines.
13 February 2026
Unprompted review
Reply from AviationADR
Hi Tamir,
Thank you for taking the time to leave a review! We're pleased to hear you found our process clear - we're always striving to make our services as accessible as possible, so feedback like this is very valuable to us.
Excellent work in resolving issue with Turkish Airilnes
AviationADR did an EXCELLENT job in assisting me in resolving my complaint against Turkish Airlines. Prior to the involvement of AviationADR my experience with Turkish Airlines Customer Service had been very poor - they in effect tried to avoid their obligations under UK 261. Once AviationADR took my case matters moved swiftly to a positive and fair outcome. Anyone using this service should take time to ensure the needed documents/evidence is attached as this is important.
This is an excellent service - thank you.
18 June 2026
Unprompted review
Reply from AviationADR
Hi Simon,
Thank you for taking the time to leave a review! We're glad we were able to help resolve your case with Turkish Airlines after what sounds like it was a very frustrating situation, and really appreciate you taking the time to share this.
I am very satisfied with the service…
I am very satisfied with the service provided by Aviation ADR. They managed my claim professionally and kept me updated throughout the entire process. Their communication was clear, and they were always willing to answer any questions I had. Thanks to their support and expertise, the case was resolved successfully. I would definitely recommend Aviation ADR to anyone needing help with an airline dispute.
1 January 2026
Unprompted review
Reply from AviationADR
Hi Sofia,
Thank you for your kind words! We're really pleased to hear that you had a positive experience with us - especially with regards to you finding our communication clear & helpful. We're always looking for ways to make the experience as smooth for our service users as possible, so feedback like this is valuable to us.
We appreciate you taking the time to share this!
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 June 2026
Unprompted review
Reply from 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 June 2026
Unprompted review
Reply from 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 June 2026
Unprompted review
Reply from 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 June 2026
Unprompted review
Reply from 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 June 2026
Unprompted review
Reply from 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!
Reply from 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 June 2026
Unprompted review
Reply from 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 June 2026
Unprompted review
Reply from 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 June 2026
Unprompted review
Reply from 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 June 2026
Unprompted review
Reply from 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 June 2026
Unprompted review
Reply from 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 June 2026
Unprompted review
Reply from 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 June 2026
Unprompted review
Reply from 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.
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