CADR - Canadian Aviation ADR

CANADA AVIATION DISPUTE RESOLUTION
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.

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, meaning using our service does not prevent a passenger from using the courts if they are unhappy with the outcome.  

IF YOU ALREDY HAVE A CLAIM
LODGED WITH THE CTA
If you have already lodged a claim, in relation to Air Canada, with the Canadian Transportation Agency (CTA) and have not yet received an outcome, you will be able to use our 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
For your claim to be eligible for our service you must have:

Already made a complaint to the airline, and
Received a final letter of response (sometimes referred to as a ‘deadlock letter’) or
Received no response from the airline within 30 days.
This does not apply if your claim was transferred from the CTA portal.

You will need the following information before you complete our complaint form:

General Information
• Flight number, dates of travel and departure/arrival airport
• Airline booking number or reservation code
• Details of what the airline offered you if you were denied boarding (bumped off the flight)

Documentation
• Proof of your original complaint to the airline
• Airline ticket or invoice
• Flight itinerary
• Expenses receipts (if applicable)

If you are claiming for lost or damaged luggage
• Property Irregularity Report (PIR) or Incident report
• Damaged property report, if provided
• Complete list of missing or damaged items, including the value per item
• Receipts for replacement items  

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.

You can file your claim with us:
i) through our online portal
ii) by mail using our paper complaint form 
iii) via transfer from the CTA portal online
Click on the ‘Start your complaint’ button on the CADR website to launch the online complaint form.
Complete the form, providing all necessary information and documentation/evidence. You can save your progress along the way.
When you are satisfied that you have provided everything needed, click Submit.

When your form is submitted, you can:
• Check the status of your claim
• Communicate with our team
• See the airline’s response (when available)
• See mediation communications (when applicable)
• See the final decision (when published).