Aviation: Dispute Resolution
The question
To ask the Secretary of State for Transport, what steps her Department is taking to improve the oversight, accountability, and transparency of Alternative Dispute Resolution (ADR) providers handling aviation consumer disputes; and what mechanisms are available to passengers to challenge ADR decisions.
Answered by Keir Mather
The Civil Aviation Authority (CAA), the UK’s independent aviation regulator, is responsible for approving and overseeing Alternative Dispute Resolution (ADR) providers in the aviation sector, ensuring they meet statutory requirements which support transparency and accountability.
ADR decisions are binding on airlines but not on consumers. Where a passenger is dissatisfied with an ADR outcome, they may choose to pursue their claim through the courts provided the time for bringing the claim has not expired.
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