Airlines UK response to CAA report on the introduction of Alternative Dispute Resolution (ADR) in the aviation industry

December 27, 2017

Responding to the publication of a Civil Aviation Authority (CAA) report on the introduction of Alternative Dispute Resolution (ADR) in the aviation industry, Tim Alderslade, Chief Executive of Airlines UK, the association that represents UK-registered carriers, said:

“UK airlines work hard to ensure that the passenger experience is as smooth and enjoyable as possible, however occasionally things do go wrong and that is why airlines provide support to passengers, including complying with all legal requirements on passenger rights and consumer protection – paying compensation when it is due and offering great customer service to their 270 million passengers, in what is a highly competitive industry.   

“Following the ADR Directive and its implementation by the UK Government, ADR was made available in the aviation sector on a voluntary basis. The vast majority of UK carriers have already signed up with an ADR provider while others will be carefully considering it as an option, ultimately basing their decision on what is best for their customers.”