Online Dispute Resolution

Aviation ombudsman helps passengers resolve disputes with airlines

When a passenger has a dispute with airline regarding service (ticket, delayed flight, lost luggage), one can settle the dispute out-of-court through an mediation, conciliation or arbitrage as part of Alternative Dispute Resolution (ADR).

The association of air passengers “Friendly Flying” set up the first ADR body in July 2015. Our standards have been examined the Polish national authority (Office of Competition and Consumer Protection UOKIK) and got its approval in April 2017. The independent mediator takes care for a dispute between air passenger and airline. Through process of mediation and conciliation the dispute is very likely to be resolved fast and with limited costs. The mediator, based on evidence presented by both parties, facilitate the process to work out most acceptable solution. However the proposed solution is not binding to the parties. It is both up to the passenger and airlines to decide.

The Friendly Flying ADR Terms and Conditions set out rules for the conduct of proceedings by the Association for the non-judicial settlement of domestic and cross-border disputes. Those disputes may concern contractual obligations of airlines established in European Union and the passenger – the consumer, the value of the object dispute could not exceed 6,000 PLN (six thousand) = 1.500 EUR.

A consumer is a resident of European Union, individual person who enters into an agreement with the airline for purposes which are outside his trade, business, craft or profession.

To read the full Friendly Flying ADR Terms and Conditions, please download the attachment, which can be found here.

In order to initiate the out-of-court settlement procedures, please go to the EU online platform, here or download, fill in and sign the Request for ADR, and then together with supporting documents send it to the address of the Association: