CEDR / Aviation ADR Escalation Letter

Who can use this letter

You already sent a written claim to the airline (UK261, denied boarding, or baggage) and either received a rejection you disagree with, or heard nothing after 8 weeks
Your airline is a member of an approved ADR scheme — check the airline's complaints page or the CAA's published list

Before you send it

Check which scheme your airline uses: British Airways, Virgin Atlantic, and TUI use CEDR (cedr.com/consumers/aviation); easyJet, Jet2, and Ryanair use Aviation ADR. Always verify against the airline's own complaints page or the CAA register, as memberships change.
Have your original claim letter, the airline's rejection (or proof you waited 8 weeks with no reply), and all supporting evidence ready to attach.
Note that if your airline is not a member of any ADR scheme, you will need to complain to the CAA instead, or consider the small claims court.

The template

Fill in every [BRACKETED] field with your own details before sending — do not send this letter with placeholders still in it.

[YOUR FULL NAME]
[YOUR ADDRESS]
[YOUR EMAIL] · [YOUR PHONE]

[DATE]

[CEDR / AVIATION ADR] — Aviation Consumer Disputes
[SUBMIT VIA THEIR ONLINE PORTAL — this letter can be attached as a case summary]

Re: Unresolved claim against [AIRLINE NAME] — Booking reference [BOOKING REFERENCE]

Dear Sir or Madam,

I am submitting a dispute against [AIRLINE NAME] regarding flight [FLIGHT NUMBER] from [DEPARTURE AIRPORT] to [ARRIVAL AIRPORT] on [FLIGHT DATE].

Summary of my original claim: [DESCRIBE THE ISSUE — e.g. "I claimed £[AMOUNT] in UK261 compensation for a delay of [X] hours caused by a technical fault", "I claimed compensation for involuntary denied boarding", "I claimed for damaged baggage under the Montreal Convention"].

I first raised this claim with the airline on [DATE OF ORIGINAL CLAIM]. [CHOOSE ONE:]

The airline rejected my claim on [DATE OF REJECTION], stating: [AIRLINE'S REASON FOR REJECTION]. I do not accept this reason because: [YOUR REBUTTAL — e.g. "crew sickness is not an extraordinary circumstance", "the delay exceeded the airline's stated cause"].
— OR —
I have not received any response from the airline since my original claim on [DATE OF ORIGINAL CLAIM], which is now more than 8 weeks ago.

I am seeking compensation/a refund of £[AMOUNT], in line with the entitlement set out in [UK261 / the Montreal Convention / my original claim].

I enclose: my original claim letter, the airline's response (if any), and supporting evidence (booking confirmation, boarding passes, correspondence, receipts, or PIR reference as applicable).

I understand this scheme's decision is binding on the airline if it rules in my favour, and that submitting this dispute is free of charge to me.

Yours faithfully,

[YOUR FULL NAME]
[Signature if posting]

Booking reference: [BOOKING REFERENCE]
Original claim date: [DATE]
Enclosed: [LIST OF DOCUMENTS]

How to send it

Submit through the ADR scheme's own online portal (cedr.com/consumers/aviation or aviationadr.org.uk) — most schemes require the case to start there rather than by post.
Attach your original claim letter and the airline's response (or evidence of no response after 8 weeks).
Attach all supporting evidence — booking confirmations, boarding passes, PIR references, receipts.

If you don't get a response

If your airline is not a member of any approved ADR scheme, complain to the Civil Aviation Authority instead, or consider the small claims court (Money Claim Online in England and Wales handles individual claims up to £10,000 without needing a solicitor).

Frequently Asked Questions

Is it free to use CEDR or Aviation ADR?

Yes, both schemes are free for passengers to use. You never need a claims management company or solicitor to submit a case — they typically take a 25–35% cut of any compensation for work you can do yourself.

How long does an ADR decision take?

It varies by scheme and case complexity, but ADR bodies typically aim to resolve aviation disputes within 90 days of receiving a complete case file. You will usually be notified in writing of the outcome.

What if my airline does not belong to CEDR or Aviation ADR at all?

Some airlines, including a number of long-haul and non-UK carriers, are not members of either scheme. In that case, complain to the Civil Aviation Authority (which handles complaints about non-ADR-member airlines) or pursue the claim through the small claims court.

This template is provided for information only and is not legal advice. FlightLogic is not a law firm and does not guarantee any outcome from using this letter — always check the facts of your own situation and adapt the wording accordingly.

Written by Emma Walsh

Editor, Hotels & Europe

Emma reviews boutique and independent hotels across Europe, alongside British Airways and Oneworld product reviews. She writes FlightLogic's Avios redemption guides.

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