Canada Aviation Dispute Resolution is an independent, impartial service that handles disputes between passengers and airlines for flights that departed from or arrived in Canada.
At present our service is free for passengers and is provided by highly trained adjudicators who are specialists in aviation complaints. Our decisions are binding on the airlines that subscribe to the service, but are not binding on passengers unless they confirm their acceptance of the decision.
We are only accepting claims where the passenger: i) has already logged a claim with the Canadian Transportation Agency (CTA) and ii) has been invited by the Airline to move their claim from the CTA to CADR.
DOES THE CTA CONSENT TO MY CLAIM TRANSFERRING TO CADR?
Alongside Air Canada CADR has been in consultation with the CTA and Transport Canada for the past 12 months. It has been agreed that CTA will allow claims to be transferred to CADR, where both the airline and passenger consents
Following the complete complaint file, a final decision will be published to the parties within 90 days.
We confirm that your file is complete and assign it to our specialist adjudication team. From this point, no further information or evidence will be accepted from either party, unless specifically asked for by the adjudication team.
Following submission of the airlines defence, we will give you 28 days to review and provide any comments you may have about the airlines position.
After you have confirmed you have no further information and evidence to provide, we will notify the airline, following which it will have 28 days to provide a defence to your claim.
After confirming to the airline that you wish to transfer your claim to CADR, we will ingest all the information and evidence you filed with the CTA into our online complaints portal (Portal) and create an account for you. You will then receive an email with your log in credentials.
If you receive an invitation via email from the airline to transfer your claim from the CTA to CADR, you will be eligible to use our free service.
We can deal with the following issues in relation to any airline subscribed to our ADR scheme:
• Flight delays
• Tarmac delays
• Flight cancellations
• Denied Boarding
• Refusal to travel
• Delayed, damaged and lost luggage
We can handle complaints solely for airlines that have subscribed to our ADR service and agreed to follow the CADR ADR Service Rules. Currently, Air Canada is subscribed to our ADR service and we will be announcing further airlines shortly.
We are part of the largest ADR provider in the aviation sector in the world. When you use our service you can expect:
Independence
Our independence is at the heart of everything that we do and as such all stakeholders of our service (consumers, airlines and regulators) can rest assured that we are not influenced by any party, organization or any other external source. In this respect, our decisions are based on the facts of the complaint, evidence produced, the applicable law and regulations; and where appropriate, what is fair and reasonable.
Expertise
Our entire team is highly trained and skilled in aviation claims. Final decisions and awards are delivered by qualified arbitrators.
Transparency
As an independent, impartial organization, it is vitally important that we operate like an ‘open book’ so that all stakeholders have complete trust and confidence in the decisions we make.
Swift resolutions
Once we have collected all relevant information and evidence from the parties, we will issue a final determination within 90 days.
Airlines subscribed to our ADR service are contractually bound to observe and follow our service rules. As part of this, airlines must honour all determinations we make and pay compensation to passengers.
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