AviationADR Anmeldelser 

Review case for a Ryanair delay and their duty of care requirements

Using AviationADR I was able to successfully claim for flight delay compensation from ryanair who initially denied the claim. The process was straightforward and I was updated throughout, with the claim reviewer providing a thorough summary once the evidence had been reviewed. Received payment today - very pleased with the outcome.

Case handler agreed that Wizz Air should reimburse the EasyJet flights I had to book after Wizz Air cancelled my flight. But they rejected my additional travel expenses incurred on the basis that "no receipts or other documentary evidence" had been provided. This was factually incorrect.
I had uploaded fully itemised official PDF receipts. When I pointed this out at the first opportunity, I was told it was too late because the decision had already been made. I do not understand how a clear factual error in a determination cannot be corrected when the evidence was properly submitted and remains visible on the portal.
There was also a separate issue concerning the £330 original Wizz Air booking. I submitted an email from a Wizz Air customer service representative explicitly confirming in writing that Wizz Air would reimburse both the replacement EasyJet flights and the original Wizz Air booking. Despite this, the adjudicator decided that reimbursing both would amount to ‘double recovery’.. It is not CDRL's role to decide that an undertaking voluntarily made by the airline was more generous than necessary and therefore should not be honoured.
Unlike, for example, London Tribunals or the Financial Ombudsman, there is no face-to-face or oral hearing where you can explain your case. Where decisions are made entirely from written submissions, it is particularly important that all of the evidence is properly considered.
The combination of having no hearing, no right of appeal, and then being told it is too late to correct a factual error once the determination has been issued leaves a passenger with no meaningful way of dealing with evidence that has simply been overlooked.

Unprofessional and not good enough. Simple as that. Avoid.

KLM lost our baggage on a flight from Amsterdam to Chicago in January 2026. On our return we submitted a claim for reimbursement of necessary expenses. KLM proved very difficult to deal with, going as far as deeming the issue resolved when they transferred less than half of the total we had claimed into our bank! After going through all the necessary processes with KLM, we submitted a complaint to Aviation ADR. The process was very easy, especially when uploading receipts (the KLM process for this is a nightmare!) The only hiccup was that the Aviation ADR system seemed to lose the data we had submitted, so we had to resubmit the claim. Thereafter things seemed to move smoothly, and KLM eventually agreed to pay the balance of our claim. Thank you to Aviation ADR, and we would recommend their services if you have a problem with your airline operator.

Both my husband and I made separate claims through Aviation ADR regarding a 7-hour delay with Wizz Air. We were very pleased with how straightforward the process was and, most importantly, Aviation ADR helped ensure that Wizz Air paid the compensation we were entitled to.

It was reassuring to have an independent organisation handle the dispute, and we really appreciated the professional way our claims were dealt with.

We’re very happy with the outcome and would definitely recommend Aviation ADR to anyone who has had an issue with an airline and is unsure what to do next.

Thank you, Aviation ADR, for helping us get the result we deserved! ⭐⭐⭐⭐⭐

Very disappointing experience with AviationADR – adjudicator Emma Clough

I took my dispute against Turkish Airlines to AviationADR after being refused carriage at Manchester Airport over what Turkish Airlines themselves later described as a “albeit minimal” stain on the observation page of my passport.

My case was adjudicated by Emma Clough, and AviationADR ultimately found in favour of Turkish Airlines.

I submitted extensive evidence, including proof that I subsequently travelled to Dalaman the same day using the same passport, successfully passed through Turkish immigration, and later exited Turkey and returned to the UK using that same passport without issue.

This was the central evidence in my case, yet I was left extremely disappointed by the way it was dealt with in the final decision.

What also concerns me is that Turkish Airlines is a participating member of AviationADR, alongside numerous other airlines. While AviationADR describes itself as independent, as a consumer I found it difficult to have confidence in a process where the airline I was complaining about is a participating member of the very ADR scheme deciding my case.

After months of gathering evidence and fighting my case, I feel the process failed to properly address what I considered the most important evidence.

I accept that ADR will not always find in favour of consumers. But when compelling evidence is submitted, consumers deserve to feel that it has been properly examined and addressed.

According to the UK CAA’s revised 2025 ADR statistics, approximately 34% of aviation complaints that reached an ADR settlement or decision were resolved in the passenger’s favour, meaning roughly 1 in 3 passengers succeeded, while around 66% did not. This figure is based on the CAA’s definition of the ADR “uphold rate” and covers the two UK aviation ADR schemes, AviationADR and CEDR. CAA 2025 Passenger Complaints Data⁠.

Now tell me they’re not biased!

My experience with AviationADR was extremely disappointing and has left me with very little confidence in the process.

Timely and thankfully the conclusion was to my benefit concerning my case against easyJet for 5 hour flight delay. Once you have been accepted for eligibility you upload you case notes and evidence , wait for the airline to defend themselves, then give your conclusion to said defence- await result, input bank details, receive funds. Every single deadline given throughout the case was met. videos to show exactly how it all works are also available if need be in the help section. From the day i received the determination ( adr’s conclusion ) to receiving the funds in my bank account was 7 days. Impressive. Even though it was 3 months since my delayed flight. As it takes time initially to go through the whole complaint process with easyJet first. However, once loaded onto the adr platform everything ran like clockwork. Even if I hadn’t been awarded the money - the actual process was slick.

After a delayed flight made us miss our connection and spending many hours waiting in Amsterdam, we submitted a claim through aviationadr.org.uk. The system does take a bit of figuring out, but once you get the hang of it, you can follow your case and every update really easily via this dashboard. It was a bit of effort gathering my documents to start it but then you sit and wait.

Our review and determination were in our favour, but the airline still didn’t pay within the 30‑day window. Even though ADR couldn’t enforce the payment themselves, they kept chasing it up for us — and today we finally received our compensation :-)

For a free service, it honestly exceeded my expectations. If you are unsure whether you have a claim, I would absolutely recommend giving them a try as you never know. If I hadn't tried this out and been persistent in gathering all the info needed to submit a claim I would have been fobbed of by the airline and settled for my 15 euro food voucher! so glad I did this as we had over £1,000 back!

Good service. Although we did not come to the agreement I fully wanted from the airline but AviationADR helped me to get some of the amount back so thank you for that.

Utterly useless service.

My "adjudicator", Ashti Hayder, ignored all evidence, and relevant legislation, in a denied boarding claim, and ruled Ryanair owed me £40 expenses.

Following opening a small claims court case, Ryanair settled for the full £1,000 they owed me, before trial.

absolutely useless organisation! don't bother to put a complaint thru them - is a total waste of time - they might "resolve" it in your favor, however when it comes to actually applying it - they won't do anything as they don't have power to enforce it against the airlines. This is exactly what happened in my case - although I won, Ryanair didn't bother to pay because they know very well that Aviation adr can't do anything about it!!
also, communication very very poor - they don't reply to your messages ever, every time I had to "squeeze" information out of them and put a complaint to get a simple information out. A totatally useless organisation and a time wasted thinking they'll get your money back, even though you might be right! And just look at their reply! : only after I left this review on trust pilot - they sent me a link with how to pursue things forward. Not once, along the process - wasn't informed about the clear steps! and looking at the link - it's essentially a link to their complaint procedure... useless and I stand by my review.

Very efficient and fair service. Very happy with the way my complaint was handled and the web site that kept me updated all along.

Absolute joke. Flight was delayed for over 6 hours due to a lighting strike on the inbound flight to Newcastle. They had to get another plane from London. By the time we arrived at out destination it was 4am when we should have arrived at around 4pm. Submitted a claim with aviation adr and received no communication from them whatsoever. The wife asked me today if I’d heard anything so I logged on to find out that TUI had submitted a defence and the adjudicator had ruled in their favour and closed the case. The fact we lost a whole day of a Christmas & new year holiday to Tenerife doesn’t seem to count for anything. We book with TUI all the time and are going to Egypt in a few weeks so if your reading this TUI we will not book another holiday with you ever again. Book for 10 days and only get 8 1/2 seems like a fat deal.

Really horrible process.

Website is clunky and the first time I spent ages compiling everything only for the website to 'lose' my files and request that I start a new claim.

I started a new claim and Ryanair requested an extension twice - which was "granted out of fairness". Then when trying to submit my response to the absolutely ridiculous lies that Ryanair submitted, I pushed submit whilst trying to navigate between the different pages. This then prevented them from accepting my response and they are 'unable' to edit it?

In the spirit of fairness that doesnt seem right at all!!!

My Ryanair flight was delayed 3.25 hrs because of technical reason - depressurization. Problem was advertised by pilot before start. He also informed passengers that flight highness will be a few kilometres lower then normal, so we need to take more fuel and we will be late in Manchester. After flight Ryanair ignored my complaint for compensation but aviation adr said Ryanair is right because weather condition was bad. Unfortunately I remember fantastic sunny day in both airports and during flight as well and nobody mention about weather problems at this time. Don't use aviation adr if you have problem with Ryanair. They will work together against you. Go straight to court.

Finally after months of being ignored by KLM, engagement with the AviationADR brought a resolution. I was VERY impressed with AviationADR.
The website is a little clunky to navigation but its all there.

We used AviationADR following a significant flight delay with Ryanair after failing to reach a fair resolution directly with the airline. The process was clear, structured, and handled professionally. The adjudicator thoroughly reviewed the evidence from both sides and upheld our rights under UK261 regulations. Both payouts were received in full. A reliable service for resolving airline disputes. Thank you to the team.

I had a dispute with an airline following a significant delay in their response to my delayed flight expenditure reimbursement claim. As soon as AviationADR were involved, I received all payments from the airline soon after. Great efficient service with clear and regular communication throughout.

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 is a little 'clunky'. It was not obvious to us that the "Messages" tab was the main way that the process (which felt mainly automatic) made further requests of applicants, but once that was apparent it became easier to navigate. Perhaps the emails stating that the case has been updated should explicitly state to check the message 'tab'.

Excellent portal and uploading of files. Well advanced system and great results