Canada Aviation Dispute Resolution (CADR)
Air Canada is currently testing a pilot program for faster complaint resolution, available to a select group of customers. You can resolve your complaint faster through Canada Aviation Dispute Resolution (CADR). CADR is run by the CDRL Group, a large aviation out-of-court dispute resolution provider, with extensive experience across Europe.
Air Canada is testing this option as part of a proof-of-concept project to help resolve your complaint faster. The service is independent, impartial, and free for customers participating in this pilot.
Alternative Dispute Resolution (ADR) is an independent, impartial, and free service available to customers during this trial. It allows disputes to be settled by an arbitrator outside the Canadian Transportation Agency (CTA) process, offering a fair and efficient alternative to traditional resolution channels.
Why is Air Canada offering ADR?
Our goal is to provide faster resolutions for our customers. This pilot is available to a small group of Canadian residents who submitted a complaint recently.
CADR can help with most disputes involving Air Canada, Air Canada Rouge, and Air Canada Express, specifically those related to:
- Flight delays, cancellations, or denied boarding
- Lost, delayed, or damaged baggage
At this time, only select customers are invited to participate in the pilot.
As part of this pilot project, there is no cost to the customer.
Is the decision final and binding?
Yes, CADR decisions are legally binding once the customer has accepted the decision. Air Canada will abide by any decision rendered by CADR, including compensation. CADR decisions are not binding for customers during the pilot unless the customer accepts them. Customers can choose not to accept the decision and still pursue their CTA complaint, which will remain active. The CTA complaint will need to be withdrawn only if the customer accepts the CADR decision.
- If selected, you will receive an email invitation from Air Canada.
- To let us know that you accept the invitation, click the appropriate link in the email.
- From there, you'll be taken to a form on the Air Canada website which you will use to consent to participation in the pilot project.
- You will then receive instructions to access the CADR portal and set up a secure profile. The process is very straightforward and user friendly.
- CADR will manage the process from that point:
- Arbitrators will review your documents and Air Canada's response
- You can reply to Air Canada's submission via the CADR portal
- A decision will be issued within 30 to 90 days
- If you accept the decision, it will be binding for both parties
Participation is voluntary. If you're unsure, you may seek independent legal advice before proceeding.
The CDRL Group, CADR's parent company is certified in the UK and several other European countries to provide ADR services related to aviation complaints. While neither the CTA nor Transport Canada certify the providers or this type of service, such providers are widely used in Europe to resolve passenger complaints.
Does CADR have the expertise to manage these claims?
Yes. CADR connects customers with highly experienced and independent arbitrators who specialize in aviation complaints and work within Canada's legal framework. As a member of a large aviation out-of-court dispute resolution provider, CADR applies global best practices and expertise to ensure your claim is handled efficiently, transparently, and fairly.
For more information, visit the CADR website.