• Consumer Protection Group
    Civil Aviation Authority
    CAA House, K3
    45-59 Kingsway
    London WC2B 6TE

    Telephone: 0207 453 6700 (9am to 5pm)

  • All correspondence should be sent to the above address, marked for the attention of the relevant department.

    ATOL Claims

    Advice on how to make a claim for a refund following the failure of an ATOL Holder and frequently asked questions about completing a claim can be found on our 'How to make an ATOL claim' pages.

    Our claims department can be emailed at passengercomplaints@caa.co.uk. If you have a claims reference number please include this in the subject bar.

    ATOL Enforcement

    The CAA will investigate alleged breaches of the ATOL Regulations. If you suspect a company or person of trading in breach of the ATOL Regulations, you can inform us by email.

    The CAA does not regulate the quality or service standards of ATOL holders. It is therefore not able to provide advice or assist customers in resolving disputes with ATOL holders.

  • Related Information

    The CAA does not regulate the quality or service standards of ATOL holders. It is therefore not able to provide advice or assist customers in resolving disputes with ATOL holders. Advice and assistance in resolving a dispute should be obtained from:

    Each operate a handling service for complaints regarding their members.

    If you need help on how to resolve a dispute with a tour operator, retail agent, airline or airport, please refer to our Resolving travel problems pages.