Protecting Consumers

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

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.

More information on the Panel's work and membership

The Aviation Health Unit

Based at the CAA's Gatwick office, the Aviation Health Unit is responsible for:

  • Providing information for health professionals, passengers and aircrew on the health aspects of air travel.
  • Advising Government on the health aspects of air travel for passengers and aircrew
  • Identifying research needs in aviation health and supporting the delivery of these research needs in accordance with CAA and Government strategy and priorities

Read more about the Aviation Health Unit

Applications for Alternative Dispute Resolution (ADR) entity status

Under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 (No. 542) passengers involved in disputes with airlines msy soon be able to escalate their case to an approved ADR body.

Organisations wishing to apply to obtain ‘ADR entity' status for dispute resolution from the Civil Aviation Authority are encouraged to notify the CAA of their intention to apply at an early stage by email to the e-mail address below.

The CAA has now published guidance for applicants as well as information regarding the application fee.


Katherine Smith
Tel: +44 (0) 20 7453 6242