The CAA works to ensure that risks to consumers are minimised and that passengers are aware of their rights.
The interests of consumers and the public are at the heart of all that we do.
Our responsibilities include the:
Today, the CAA's focus is increasingly on identifying the key risks facing consumers and the wider public, then acting alongside industry to minimise the threat of harm.
We combine rule-making, enforcement action and influencing into a flexible and pro-active approach to ensure that industry is focused on addressing these risks.
The CAA Consumer Panel acts as a “critical friend” to the CAA, providing a consumer perspective on all aspects of the CAA’s work. It provides expert advice to the CAA and helps the CAA to conceive, develop, and manage the delivery of this regulatory approach and to set its priorities in relation to all areas that affect commercial air passengers.
Based at the CAA's Gatwick office, the Aviation Health Unit is responsible for:
ADR stands for Alternative Dispute Resolution. It is a new complaints handling system that will help air passengers in dispute with airlines to get quick, fair and binding solutions to their problems.