AviationADR Reviews 

The process was straightforward, and the team kept me informed throughout my claim. They handled my case professionally and helped me obtain compensation from the airline when my direct attempts had been unsuccessful. Although the process took some time, the communication was clear and the final outcome was worth the wait.

Aviation ADR supported our claim for compensation and a refund of expenses against Air France/KLM. For details of our experience with KLM checkout my review, what remains to be written here is that after several months we were successful in our claim but without Aviation ADR's support and process I have no doubt we would still be waiting for payment for a legitimate claim. Thank you.

AviationADR was able to assist with a claim wrongful charge from Wizzair. It is reassuring to know that a body like AviationADR exists to protect customers like myself. A recommended service for anyone who’s experienced bad customer service from an aviation service provider.

Aviation ADR are extremely efficient and process driven respected adjudicators that get results. They are highly reliable and effective and are fair in their assessments. Their communication is excellent and update you on every aspect along the way. Payment of the claim was agreed quickly and payment was made the following few days.

I had to use ADR after a cancelled flight with KLM, and honestly the experience with ADR was just as bad as the service I received from KLM.

A few issues I found with ADR:
• Poor and unfriendly website
• Weak communication
• Customer service is not great (except for CDRL/technical support)
• The process is extremely slow

If you need to escalate a claim against an airline, I would strongly suggest avoiding ADR. Instead of helping, the process makes you feel worse, and they take months to give an answer that most of the time is not in favour of customers.

I understand that the system and processes are not within the staff’s control, but customer service is and they don’t take ownership or seem to care.

Overall, a bad experience.

We couldn’t have received our out of pocket expenses from KLM without this service. We had tried to engage with KLM for nearly 3 months before contacting this service. They took on the claim and whilst it still took another 3 months we received our money back. Thanks for standing up for the little people.

Very customer focused each step explained in a language that was understood

A fair outcome. The airline had dismissed my complaints within minutes of lodging them, after delaying my flight by over 6hrs leading to missed appointments.
The benefits of having an organisation that champions the rights of passengers cannot be overemphasized.
Thank you

After unsuccessful and very unreasonable from the airline direct this service was amazing, securing me a refund and compensation when otherwise denied by customer services of the airline. Thank you so much for handling this for me.

Long story short, after 2 months of KLM/AF closing our case, I proceeded to raise the case with the Human Environment and Transport Inspectorate (ILT). After 4 weeks, KLM/AF declined the offer of mediation. Finally, I referred the case to the Aviation Alternative Dispute Resolution for Aviation. A few months went mainly due to KLM/AF stalling and wanting time to ‘build their defensive’ they ran out of time! ⌛️ The whole process with ADR was fantastic! The emails received to let me know the next stage in the process. The timelines etc! All fantastic. I felt 'listened' too!
I fought this because I worked hard for that money, it was a gift for my husband, AND because I hate it when big companies think they can treat customers with total disregard! Full pay out after 6 months! I am very happy with that!
The case: 4/1/26 - 2 cancelled flights and multiple delays spanning over 3 days! Communication was shocking, and so was the customer service! TOLD time and time again via copy and pasted (and poor use of copilot) emails, we were not entitled to even a flight voucher because (apparently) running out of de icer, maintenance to Schephol Airport (scheduled btw) and ‘extraordinary weather’ aka snow in Jan is not their fault!

I had a Ryanair flight cancelled due to severe weather and initially faced significant difficulties recovering my expenses.

After the cancellation, Ryanair did not offer a suitable rerouting option for several days, so I had to arrange my own travel for two people, including a replacement flight, an additional hotel night and meals. My initial claim to Ryanair was rejected on the basis that I had booked alternative transport without prior agreement, despite there being no practical rerouting available at the time.

I escalated the matter to AviationADR. The process was not quick—it took around two months—but AviationADR progressed my case with Ryanair and the airline eventually agreed to reimburse my replacement flight and other eligible expenses.

Throughout the process I kept all receipts, booking confirmations and correspondence, which I believe was essential to the successful outcome. I also had travel insurance through American Express, which helped cover some costs while the ADR claim was ongoing, although the final settlement with Ryanair still needed to be resolved separately.

While I would have preferred Ryanair to deal with the claim fairly from the outset, I am pleased that AviationADR provided an independent route to resolve the dispute. If you have a genuine claim supported by evidence, I would recommend remaining patient, keeping detailed records and pursuing the ADR process if you cannot reach a satisfactory resolution directly with the airline.

Overall, I successfully recovered my expenses after approximately two months thanks to the AviationADR process.

Aviation ADR has helped me to claim for delay and changed flight that was rejected by Air France when I made my initial claim to them.

The process through ADR was simple and clear. I would recommend it to anyone who feels like they have been unfairly treated by Airlines, even if the airline state their have no obligation to provide compensation.

I had got nowhere pursuing KLM for our expenses. They agreed to pay 4 items and then only paid 3.
6 months of reminders even when they admitted they were wrong failed to get us our money. This process really works. It still took a while but we got the money back which I 100% could not do by myself.

Claimed for a delayed flight requiring a stopover. Excellent service, very easy, took a few months but ended with payment from the airline, which the airline had initially refused.

The website is very clunky and difficult to navigate. The response times are very slow. Also took 2 hours to speak to an agent for advice as lines are busy. Our claim against the airline for denied boarding of 94 passengers due to the airline’s decision to close the gate before passengers were processed was found in the airline’s favour, as 94 passengers were recorded as no show, whilst another passenger also denied boarding on the same flight had their claim upheld. Our request for a review of the decision due to inconsistent adjudication was declined. Need I say more?

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 unkept. ADR, however, methodically considered my complaint and found in my favour. Airfrance were forced to refund me. This would not have happened if it wasn’t for ADR. I cannot express how impressed and appreciative I am. I guess whether you win your claim will depend on the facts of your case but ADR ruled that my claim was correct and that airfrance had to refund me. This would never have happened but for ADR. Thank you!

KLM cancelled our flight 2 days before departure. My travel provider booked alternative flights which got us to our destination far later than our original arrival time. We also had to endure 3 flights on one day through unfamiliar airports. I claimed compensation which, after much dialogue with KLM was not accepted, despite my evidence meeting the airline’s requirements.
I contacted ADR and submitted my evidence through their portal, which was very easy to use. ADR kept me informed of the progress of my claim at every stage. I am pleased to report that my claim was eventually successful, and I would like to thank ADR for their assistance, and for the professional way they progressed my claim.

I cannot thank AviationADR enough for their help with my airline claim. After facing a stressful dispute, their adjudication team thoroughly reviewed my case and issued a binding Final Determination in my favor.

The portal was easy to use, communication was clear at every step, and most importantly, they successfully got me my refund. If you are struggling to get a resolution from an airline, I highly recommend using this service. Excellent support from start to finish!

The enquiries were answered to promptly and dealt with accordingly. I got my full entitlement, I am very happy with how the whole process went and would use the service again and again.