Service rules

ADR SERVICE RULES 2026

1. GENERAL - GOVERNANCE
General
1.1 Canadian Aviation Dispute Resolution (CADR) is an independent, non‑statutory body that provides specialized alternative dispute resolution services within Canada’s aviation sector.

Integrity and Independence
1.2 Our independent status is central to everything we do, as is our commitment to transparency, honesty, and integrity. We recognize the importance of these values for everyone who relies on our services.

CADR Board of Directors (the Board)
1.3 To preserve our independence and ensure essential checks and balances, the Board oversees our operations. All Board members share our vision of strengthening consumer confidence and raising industry standards, and they serve on a voluntary basis. The Board is composed of:
i) executive members (i.e., individuals employed by CADR as part of the leadership team), ii) non‑executive members, and iii) independent non‑executive members (i.e., individuals fully independent from CADR who sit on the Board impartially and independently).
The Board regularly reviews a sample of our decisions to ensure they are fair and reasonable. It also oversees our rules, practices, and procedures.

The ADR Service (Alternative Dispute Resolution)
1.4 CADR’s ADR service (the ADR Service) provides an informal and independent way to resolve or arbitrate disputes between an Airline subscribed to the ADR Service (a Subscribed Airline) and its customers (Passengers). CADR currently operates on a limited basis: only Passengers invited by the Airline to participate in ADR may use the ADR Service, in accordance with these service rules (ADR Service Rules 2026).

Applicable Laws and Regulations
1.5 Complaints relating to cancellations, denied boarding, and delays are reviewed and decided in accordance with the Air Passenger Protection Regulations (SOR/2019‑150). Complaints relating to damaged, lost, or delayed baggage are reviewed and decided in accordance with the Air Passenger Protection Regulations (SOR/2019‑150) for domestic itineraries and the 1999 Montreal Convention for international itineraries.

2.SCOPE OF ADR SERVICES
Complaints we can deal with
2.1 We may only address complaints that meet the following criteria:
2.1.1 The Airline is a Subscribed Airline and has invited the Passenger to participate in the ADR Service; and
2.1.2 the complaint arises from an aviation services contract related to a direct flight whose origin and/or final destination is in Canada, or from an aviation services contract related to a direct connecting flight whose origin, final destination, or any connecting point is in Canada, and relates to one or more of the following:
- Denied boarding, delay, or cancellation; and/or
- Destruction, loss, damage, or delayed transportation of baggage.

Complaints we cannot deal with
2.2 The ADR Service cannot be used to resolve disputes that fall into one or more of the following categories:
2.2.1 Complaints filed by a person who does not meet the definition of “Passenger” (as defined above in section 1.5) or who does not file the complaint on behalf of a Passenger with the Passenger’s written authorization, in accordance with section 3.5;
2.2.2 The complaint is frivolous and/or vexatious;
2.2.3 The subject of the complaint is identical to an existing claim or a valid claim previously submitted to the ADR Service by the same Passenger (or their authorized representative) concerning the same flight;
2.2.4 The dispute underlying the complaint has been or is currently the subject of court proceedings or another independent dispute resolution process (unless such proceedings have been abandoned, suspended, or placed on hold, or, in the case of the Canadian Transportation Agency, have not yet been decided).
NOTE: Filing a complaint with the ADR Service does not relieve the Passenger of the obligation to pay the Airline any other amount owed and not in dispute.


3. HOW TO FILE A COMPLAINT/REPRESENTATION
3.1 Passengers invited to use the ADR Service will receive an email from CADR outlining the conditions under which the claim will be processed and containing an “acceptance button” (the acceptance email).
3.2 By clicking the acceptance button in the acceptance email, the complaint is deemed submitted.
3.3 For assistance, CADR may be contacted:
3.3.1 Through the CADR website (https://www.cadr.ca); or
3.3.2 For individuals with accessibility needs ONLY – By telephone at +1 (647) 724‑1511.
3.4 Complaint forms may be processed in English or French.

Authorized Representatives
3.5 Passengers may authorize a representative to file and manage a complaint on their behalf if:
3.5.1 They are under 18 years of age; or
3.5.2 They require assistance due to a disability; or
3.5.3 They are part of a group that travelled together and is filing a complaint about the same flight, in which case they may authorize one person in the group to act as the representative.
3.6 If a Passenger wishes to authorize a representative to file a complaint on their behalf, a “CADR authorization letter” must be completed and uploaded to the complaints portal.
3.7 A template CADR authorization letter may be obtained:
3.7.1 Through the CADR website (https://cadr.ca/loa); or
3.7.2 By requesting a form by telephone at +1 (647) 724‑1511.

4. INFORMATION AND EVIDENCE
4.1 When the Passenger has already filed a claim with the Canadian Transportation Agency and accepted to transfer the claim to CADR (in accordance with sections 3.1 and 3.2 above), all information and evidence related to that claim will be transferred to CADR.
4.2 After the Passenger accepts the transfer of the claim to CADR, they will have 14 days to upload any additional information or evidence they wish to disclose on the CADR complaints portal, after which the Airline will be notified of the complaint.
4.3 Airlines must submit all relevant information and evidence supporting their defence to the complaint no later than midnight on the 28th day following notification of the complaint (the Airline Response).
4.4 After the Airline Response, Passengers may either:
i) Submit a reply no later than midnight on the 28th day following the Airline Response; or
ii) Confirm that they do not wish to submit a reply.
Once this step is completed, a complete complaint file (the Complete Complaint File) is declared.
4.5 Neither party may submit additional information or evidence after the declaration of the Complete Complaint File without the express permission of CADR’s Chief Adjudicator. In deciding whether to allow late submissions, the Chief Adjudicator will consider:
i) The circumstances that led to the failure to submit the information or evidence before the Complaint File is declared complete; and
ii) Whether it would be fair and reasonable, considering all circumstances, to allow a late submission.
4.6 CADR may obtain and use independent evidence, such as weather reports.

5. THE COMPLAINT MANAGEMENT PROCESS
5.1 Complaints follow a five-step process, as follows:

Complaints transferred by the Canadian Transportation Agency


STEP 1 – Invitation to participate accepted
The Passenger accepts the Airline’s invitation to participate in CADR and, when prompted, creates a profile on CADR’s online portal.

STEP 2 – ELIGIBILITY VERIFICATION
The complaint is reviewed to confirm that it is eligible under the ADR Service Rules.

STEP 3 – AIRLINE RESPONSE AND PASSENGER REPLY
The Airline has 28 days to provide a response or defence to the complaint, and the Passenger has 28 days to reply.

STEP 4 – COMPLETE COMPLAINT FILE
CADR confirms that it has received all information and evidence from the parties. From this point forward, no further documents will be accepted from either party.

STEP 5 – ADJUDICATION
The complaint is forwarded to the CADR adjudication team.

DECISION – FINAL DECISION
A specialist Adjudicator issues a written final decision within 90 days of the date of Step 4.

Complaints filed by telephone or using a paper form.

When the complaint reaches Step 4 (Complete Complaint File), a CADR specialist aviation Adjudicator will issue a written final decision within 90 days (the Final Decision).

5.2 The Final Decision will be binding on the Airline, but will bind the Passenger only if the Passenger accepts the Final Decision.

5.3 If the Passenger does not accept the Final Decision, they are free to pursue their complaint through other avenues, including the courts.

5.4 If the Passenger accepts the Final Decision, the complaint will be deemed “resolved,” and the Passenger must withdraw the complaint from the Canadian Transportation Agency and will not be permitted to pursue the complaint through any other avenue.

5.5 If the Final Decision orders the subscribed Airline to provide a corrective measure in accordance with section 8, and if the Passenger accepts the Final Decision, the corrective measure must be implemented within 30 business days of acceptance.

6. COURT CASES
6.1 If CADR becomes aware of a matter (or multiple matters) before the common law courts (excluding the Canadian Transportation Agency) that could affect the outcome of an ADR decision:
6.1.1 The affected Passenger(s) will be notified and will have the option to continue with the ADR process or to place their complaint on hold pending the outcome of the matter(s) before the courts (an On-Hold Event); and
6.1.2 CADR will inform the Airline of each On-Hold Event.

7. RIGHT TO WITHDRAW
7.1 Passengers have the right to withdraw from the complaint‑handling process at any stage and pursue their claim before the courts by submitting a written notice of withdrawal to CADR.
7.2 Subscribed Airlines do not have the right to withdraw from the complaint‑handling process.

8. CADR`S POWERS
8.1 We may order the subscribed Airline to:
8.1.1 issue an apology;
8.1.2 provide compensation in accordance with the Air Passenger Protection Regulations or the Montreal Convention; and/or
8.1.3 reimburse monies.
8.2 Our powers are “contractual” in nature rather than “legislative,” and therefore do not arise from any statute or regulation.

9. CONFIDENTIALITY
9.1 The Parties to the ADR Service agree to keep confidential all information, evidence, and communications submitted in connection with the complaint, (the ADR Service Confidential Information).
9.2 Notwithstanding section 9.1 above:
9.2.1 The Parties may share the Final Decision, provided than any personal information be withheld, unless such disclosure becomes necessary for Court proceedings or proceedings before the Canadian Transportation Agency.
9.2.1 Passengers will not be subject to any confidentiality obligation regarding their experience with the ADR Service, and neither party will be subject to a confidentiality obligation regarding the outcome of the Final Decision.
9.2.2 Any party to the ADR Service (including CADR) may use and disclose ADR Service Confidential Information only:
i. to enable the Passenger to pursue their complaint before the courts or before the Canadian Transportation Agency
ii. to enable the Airline to pursue or defend a claim before the courts or before the Canadian Transportation Agency, or to respond to a request from a government body, or where required by law.
10. RECORDS
Records will be kept for all communications that take place between CADR and the Passenger or the Airline, or with any third party (such as an expert). All communications and documents may be shared with both parties.

11. CONFLICTS OF INTEREST
11.1 CADR applies a strict conflict‑of‑interest policy, which is set out in Appendix 1.

11.2 If, after the Passenger’s complaint review has begun, it is discovered that the ADR officer assigned to the Passenger’s complaint has a conflict of interest, the file will be immediately transferred to another ADR officer within CADR or, if more appropriate, CADR will cease handling the complaint. In the latter case, CADR will assist the Passenger in transferring their complaint to another ADR entity (or to the Canadian Transportation Agency) and will pay any applicable fees owed by the Passenger for that transfer. If no other ADR entity can accept the complaint (or if none exists), CADR will continue processing the complaint only with the consent of both the Airline and the Passenger.

12. WITHDRAWAL OF SUBSCRIBED AIRLINES FROM THE ADR SERVICE
12.1 In the event:
i. CADR expels a subscribed Airline from the ADR Service, or
ii. a subscribed Airline withdraws from the ADR Service
(in both cases, the Termination Date), all complaints filed with CADR before and up to the Termination Date will be carried through to determination, and the Airline will remain fully bound by these ADR Service Rules, including with respect to the payment of compensation.


 
13. TIME EXTENSIONS

13.1 The Chief Adjudicator has the authority to grant a “reasonable” extension of any procedural deadline set out in these ADR Service Rules if either party submits a request for an extension and demonstrates that the reason for the request arises from an unforeseen circumstance beyond their control.

13.2 For the purposes of section 13.1 above, “unforeseen circumstances” include the following:
With respect to the Passenger only:
The death of the Passenger, an immediate family member, or a caregiver. In such circumstances, the Passenger or their representative will be asked to provide one of the following documents:
• death certificate
• obituary
• news article identifying the deceased person
• police report
A serious and unforeseen illness or injury affecting the Passenger. In such circumstances, the Passenger will be asked to provide a statement from a physician confirming that they are unable to participate in the ADR process due to a serious and unforeseen illness or injury.
.
With respect to either the Passenger or the Airline:
Natural disasters, acts of terrorism, or civil/political unrest that prevent either party from actively participating in the ADR process or that cause delays in doing so.

An illness or an epidemic that suddenly affects a region or an entire group of people and has a sufficiently significant impact on either party’s ability to participate in the ADR process or that causes delays in doing so.

13.3 When a deadline falls on:
i. a weekend; or
ii. a federal or provincial/territorial statutory holiday in Canada,
the deadline is automatically extended to the next business day following the applicable weekend or statutory holiday.