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COVID 19

Information for passengers, holidaymakers and the industry

  • The UK Civil Aviation Authority understands the acute impact that Coronavirus is having on the industry, as well as those with upcoming travel plans. We are providing the below information for passengers, holidaymakers and the industry.

    Please check this page regularly for any changes in our advice.

    Travel advice from the Government is available at gov.uk.

    Information relating to:

    Passengers

    Commercial and general aviation

    Drones and unmanned aircraft

  • Information for tour operators

    We are unable to offer a legal advice on the obligations a tour operator has under the Package Travel Regulations. We suggest operators contact their trade association for advice and/or seek independent legal advice.

    Information for ATOL holders regarding refund credit notes

    Please see the latest information on our Refund Credit Note policy.

    How the UK Civil Aviation Authority is preparing

    The CAA has been working closely with the industry and supporting passengers during the initial phase of the virus’s spread, and we will play a full role in facilitating the industry’s recovery. Where possible and appropriate, we have already issued exemptions and alleviations so that licences and approvals can be maintained by those in the industry during this period. In addition, we have been looking closely at how we manage our internal costs. 

  • Legal matters

  • CAA

    To ensure concerns are dealt with as efficiently as possible during the current coronavirus situation, the Civil Aviation Authority will accept service of legal proceedings by email until 31 July 2021 on condition that the total size of the email, including any attachments, does not exceed 50 megabytes. Electronic documents should be in PDF, Word or Excel format.

    Our email address for service of legal proceedings is: OGCMailbox@caa.co.uk
    No other CAA email address should be used or will be accepted for service of legal proceedings by email.

    The CAA will continue to accept service of legal proceedings sent by post to Legal Department, Aviation House, Beehive Ring Road, Crawley, West Sussex, RH6 0YR.

    However, due to changing work patterns during the current coronavirus situation, where legal proceedings are served by post rather than by email, please also send copies of the relevant documents to the following email address at the same time as they are served on the CAA by post: OGCMailbox@caa.co.uk. 

    You are responsible for the security of the information you are sending and therefore you must assess its sensitivity and whether email is a secure enough method of communication.

    Air Travel Trust (ATOL)

    To ensure concerns are dealt with as efficiently as possible during the current coronavirus situation, the Air Travel Trust will accept service of legal proceedings by email until 31 July 2021 on condition that the total size of the email, including any attachments, does not exceed 50 megabytes. Electronic documents should be in PDF, Word or Excel format.

    The email address for service of legal proceedings is: OGCMailbox@caa.co.uk.

    No other email address should be used or will be accepted for service of legal proceedings by email.

    The Air Travel Trust will continue to accept service of legal proceedings sent by post to Air Travel Trust, CAA Legal Department, Aviation House, Beehive Ring Road, Crawley, West Sussex, RH6 0YR

    However, due to changing work patterns during the current coronavirus situation, where legal proceedings are served by post rather than by email, please also send copies of the relevant documents to the following email address at the same time as they are served on the Air Travel Trust by post: OGCMailbox@caa.co.uk.

    You are responsible for the security of the information you are sending and therefore you must assess its sensitivity and whether email is a secure enough method of communication.

  • Contacting the CAA

    We are currently experiencing an increase in correspondence and are working hard to continue operations as normal. However, to protect the health, wellbeing and safety of our employees, and to continue to deliver our core regulatory services, the vast majority of our staff our now working remotely. These measures have been introduced following advice from the Government and to reduce the likelihood of a number of staff becoming unavailable at once, however this will mean there could be service delays or delays in responding to calls or enquiries. We would like to thank you for bearing with us during this time.

    As most of our colleagues are working remotely, we strongly recommend you contact us by email rather than post. If your preferred means of contact is by post, please be aware that responses may take considerably longer than during normal conditions.