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... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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... See more
Company replied
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
Company replied
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... See more
Company replied
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 36% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The enquiries were answered to promptly…
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.
2 March 2026
Unprompted review
Reply from AviationADR
Thank you for your kind words. We’re delighted to hear that we were able to assist in resolving your case, and especially that you found our service efficient - providing an effective service is very important to us, so your feedback is greatly appreciated!
Very helpfull
26 June 2026
Unprompted review
Reply from AviationADR
Thank you for your kind words, Iwona!
AviationADR resolved my claim for compensation from EasyJet
AviationADR resolved my claim for compensation from EasyJet. EasyJet had initially rejected my claim on the grounds that they weren’t responsible for an overnight delay. I felt that they did bear responsibility and took my complaint to AviationADR who resolved the matter resulting in EasyJet paying the compensation in full.
26 June 2026
Unprompted review
Reply from AviationADR
Hi Christopher,
Thank you for your feedback. We’re pleased to hear that we were able to help resolve your EasyJet case and provide a positive experience! We appreciate you taking the time to share this.
Holding airlines responsible for their own mismanagement
When KLM stonewalled me for months – denying compensation, blaming weather, and ignoring their own evidence – AviationADR was the only body that actually held them accountable. KLM failed to submit a defense, and the adjudicator ruled in my favour with a binding determination. Without AviationADR, airlines would simply get away with treating passengers like this. Professional, fair, and absolutely essential.
25 June 2026
Unprompted review
Reply from AviationADR
Hi Andy,
Thank you very much for leaving us a review! We're really pleased to hear we were able to help resolve your KLM complaint after what sounds like a very frustrating situation.
Got the result I wanted even though the…
Got the result I wanted even though the airline continued to delay outcome. The service was great and communication was good.
25 June 2026
Unprompted review
Reply from AviationADR
Hi Russha,
Thank you very much for taking the time to leave us feedback. It's great to hear we were able to help resolve your case, and that you found our communication helpful, as this is a priority for us!
Great help and support throughout.
25 June 2026
Unprompted review
Reply from AviationADR
Thank you for your review. We're pleased to hear you had a positive experience with us!
Thoroughly professional service with a fantastic, successful outcome!
Thoroughly professional service with a successful 100% payout!
I used AviationADR to handle a complicated flight delay and expenses claim against an airline, and I am absolutely delighted with the outcome.
While navigating the online portal requires patience and careful attention to detail—especially when entering bank details and attaching necessary documents—the system works exactly as it should. The communication from the administration team was clear, structured, and professional at every step.
Thanks to AviationADR, the airline accepted the claim in full and settled the exact amount owed. I highly recommend using this service if you need an independent, reliable body to fight your corner. Thank you for an excellent result!
24 June 2026
Unprompted review
Reply from AviationADR
Hi Inma,
Thank you very much for taking the time to leave us a detailed review! We're really pleased to hear we were able to help resolve your case and that you had a positive experience with us.
Your feedback on our online portal is much appreciated, as this is an area we are actively working on at the present time to improve the user experience and make things more seamless in the near future. We're glad you found our communication helpful!
Thank you again for leaving us feedback - this is much appreciated.
ADR KELP WITH KLM
I contacted Aviation ADR and KLM would Not offer a refund on a claim they accepted as genuine. I found ADR to be very helpful from my initial phone call and if you follow the tracking you are kept upto date throughout the process. ADR have got my refund and I would highly recommend anyone with a dispute to get in contact.
23 June 2026
Unprompted review
Reply from AviationADR
Hi Ken,
Thank you for your feedback. We're pleased to hear we were able to help resolve your case with KLM after what sounds like it was a very frustrating situation!
It's great to hear that you found our support team helpful, and that you found it easy to stay informed on the progress of your case. We're always looking for ways to make the experience of our service users more seamless, so feedback in this area is really appreciated.
Excellent service
Excellent service, can’t praise it enough. Very professional step by step. Will recommend to all my friends
23 June 2026
Unprompted review
Reply from AviationADR
Hi Derek,
Thank you for taking the time to leave us a review. We're really pleased to hear you had a positive experience with us, and that you found us professional - your feedback is valuable to us!
AADR is Fair, Thorough and Objective
The interface is okay. At first it confused me but, as the claim process takes several weeks and you are required to revisit it regularly to view or add updates, you do become familiar and comfortable with it. 4 stars for the site itself, 5 stars for the outcome. KLM lied to me and my partner to deny paying out £440 in compensation but AADR ruled in our favour, as it had access to the flight logs that showed the real reason for the delay was, as the pilot told us, due to an issue with the plane. Which is KLM's responsibility so it should have paid out! Bravo AADR!
22 June 2026
Unprompted review
Reply from AviationADR
Hi Martyn,
Thank you very much for your detailed review! We're really pleased to hear that we were able to help resolve your case with KLM and provide a positive experience overall.
Your feedback on our UI and website is particularly valuable to us, as we are currently in the process of an internal review to improve both of these areas greatly and make the experience for our service users more seamless in the near future.
Thank you again for taking the time to use our service and share your experience with us!
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.
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