CAA Consumer Panel Members

The Panel works as a critical friend to the CAA, providing a consumer perspective on all aspects of the CAA's work.

The CAA Consumer Panel membership brings together strategic thinking and outstanding analytical aptitude and the ability to apply these in a practical way to improve the experience for commercial air passengers. 

Keith Richards, Chair
Keith is a barrister, arbitrator and commercial mediator. He has served as an independent member and non-exec director on regulatory bodies in a variety of sectors and specialises in professional / industry self-regulation, consumer rights, and alternative redress. He previously served as Head of Business and Professional Development and Consumer Affairs at the travel industry body, ABTA. He was a Member of the Confederation of British Industry (CBI) Consumer Affairs Panel and served as its Deputy Chair for a while. For 9 years Keith was Vice-Chair of the Disabled Persons Transport Advisory Committee (DPTAC) and Chair of its International Working Group covering Aviation and Maritime. For many years he served as Senior Campaigns Lawyer at Which?, and as legal editor of the journal Consumer Policy Review.


Crispin Beale
Crispin is Chief Executive of Chime Communications plc’s Insight & Engagement Division (CIE Group) as well as a Board Director of the Market Research Society (MRS). Prior to joining Chime Crispin was Group Director of Insight at Royal Mail Group and looked after Marketing Services & Advertising for Post Office Ltd. Crispin originally qualified as a chartered accountant and then worked in marketing and consultancy with Coopers & Lybrand and has also headed the customer and insight functions at BT plc and Dixons Stores Group.

Sarah Chambers
Sarah is a Director in the Department of Energy & Climate Change, and was previously Director of Consumer & Competition Policy at the Department of Business Innovation & Skills, following a spell as Chief Executive of Postcomm.   She is also a Panel Member of the Judicial Appointments Commission and of the Bar Standards Board, and member of the Advisory Board of the University of East Anglia Centre for Competition Policy.

Philip Cullum
Philip leads the Ofgem consumer team which provides policy analysis, research and new thinking on consumer and demand-side issues. He is a former member of the government’s Regulatory Policy Committee, Risk and Regulation Advisory Council and Better Regulation Commission and has advised government on regulation in a range of sectors from financial services to airports. Previously Philip was Deputy Chief Executive of the statutory watchdog Consumer Focus, and has held senior roles in the National Consumer Council and Which?. He has also been an Associate Partner at Accenture, responsible for creating new thinking on business trends and corporate strategy, and Executive Director at Opinion Leader Research.

Ann Frye
Ann is an independent international specialist on the transport needs of disabled and older people.  She advises governments, public, commercial and professional bodies on sustainable policy solutions to meet mobility needs in all transport modes, including aviation. She has worked in this field for over 25 years primarily in the UK Government Department for Transport where she led a major programme of research, policy and legislation on disability and other equality issues.  Ann is a Fellow of both the Chartered Institute of Logistics and Transport and of the Chartered Institution of Highways and Transportation, and is a Visiting Professor at University College London.


Steven Gould 
Steven is currently Director of Regulation at RICS, a UK based professional body with an international regulatory and consumer protection role in the land, property and construction sector. Earlier in his career, Steven worked in Whitehall on government policy and then at Which? He is currently a non executive Director of Ombudsman Services Ltd and has previously served on a number of complaints handling organisations either as a Director or a panel member.


Alastair Keir
Experienced in finance and investment. Alastair has worked with a large number of companies in all areas of financial strategy and planning. He has just stepped down as Chief Executive of energy investment company, Salix Finance Ltd and along with this new CAA consumer panel role, is currently a lay member of the global regulatory board of the Royal Institute of Chartered Surveyors, which oversees professional best practice amongst RICS members.


Robert Laslett
Robert is a professional economist who has worked as a senior manager and Board member in regulation, government and consultancy. Most recently he was Executive Director for Goods, Cartels and Consumer markets at the Office of Fair Trading, and prior to that was Director of Private Pensions and steward of the Pensions Regulator and Pension Protection Fund at the Department for Work and Pensions. Earlier in his career he headed the London office of Charles River Associates and was with the World Bank in Washington DC.


Anthony Smith
Anthony is the Chief Executive of Passenger Focus. Having qualified as a solicitor, Anthony worked for five years as principal consumer lawyer for Which? This was followed by a year as the legal consultant for Consumers International, a worldwide federation of consumer groups. Prior to joining Passenger Focus, Anthony was deputy and acting director of ICSTIS, the regulator of premium rate telephone services.