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 

Alternative Dispute Resolution 

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.

Read more about Alternative Dispute Resolution