Escalating a UK261 complaint: ADR schemes, the CAA and court

Start with the airline

Always complain to the airline first, in writing, with your flight details and the amount claimed. Keep a copy and note the date: the escalation routes generally require the airline to have had the chance to answer.

Alternative dispute resolution (ADR)

If your complaint is not resolved, or more than eight weeks have passed since you complained, you can submit it to the airline's approved ADR scheme. There are two CAA-approved aviation schemes, AviationADR and CEDR, and each airline chooses whether to join one of them.

ADR is usually free or low cost for passengers. The decision is binding on the airline if you accept it; if you do not, you generally keep the option of going to court. The CAA reviewed both schemes in February 2026 (CAP3211).

If the airline is not in an ADR scheme

If the airline belongs to neither scheme, you can ask the CAA Passenger Advice and Complaints Team (PACT) to look at your complaint. For flights from Northern Ireland airports, the Consumer Council for Northern Ireland handles these complaints instead.

Court as a last resort

If none of these routes resolves the dispute, you can bring a claim in the small claims court. The time limit is generally six years in England, Wales and Northern Ireland and five years in Scotland, and court claims carry a fee that depends on the amount.

How do I know which ADR scheme my airline uses?

The airline's final response or its website should say which scheme it belongs to, and the CAA publishes information on the airlines in each approved scheme.

Do I always have to wait eight weeks?

No. If the airline has already given its final answer, you can generally go to ADR straight away. Otherwise, eight weeks after your complaint you can usually escalate without one.

Is the ADR decision final?

It is binding on the airline if you accept it. If you reject it, you can generally still take the case to court within the time limit.