Alternative Dispute Resolution - important to air passengers


Report from ECC-Net shows that the existence of a well-functioning ADR scheme is key for reaching a high number of mutually satisfactory solutions. 

This report by the ECC-Net aims to establish an overview of the current situation regarding ADR in the air passenger rights (APR) sector and to develop recommendations.

Main results

  • ADR has not yet reached its full potential, especially in the APR sector.
  • The ADR landscape varies considerably from one country to another; the study reveals that there is no common ADR scheme in the APR sector within the EU, Iceland and Norway.
  • Where recourse isn’t mandatory, airlines sometimes don’t participate in the procedure; the ADR decisions aren’t binding and the ADR competence and legal basis for decisions vary significantly.
  • Several countries do not provide ADR options in the APR sector. As in other consumer sectors, the setup of the ADR depends on the national habits, the administrative organization, consumer representation schemes, etc. existing in each country.


The ECC-Net has, based on the findings of this report, drawn up recommendations and best practices for the development of ADR in the APR sector:

  • Cooperation of ADR schemes, the ECC-Net and NEB's in order to:Provide efficient help and ensure the implementation of EU regulations
  • Monitor the sector and make the APR landscape easier to comprehend
  • ADR bodies must have good knowledge of APR issues
  • Cooperation amongst ADRs and NEB's on a technical level