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The CAA’s report “ADR in the aviation sector – A
First Review” highlighted a number of actions that the CAA intended to take forward in year
2018/2019. One of these was to publish
complaints data relating to the ADR providers, as well as the CAA’s own Passenger
Advice and Complaints Team (PACT). The
CAA will publish this data regularly – most likely each quarter – and will
refine the data items which are included over time. It is also our intention to also publish further
analysis of the data on a regular basis, potentially annually.
The number of passengers dropped dramatically in Q2 2020 as the COVID-19 pandemic gained a hold on the aviation sector, causing a reduction of approximately 74 million passengers (-98%) on the previous year (Q2 2019). Consequently this has led to large increases in the complaints per million passengers metric, as we use passenger numbers from the prior quarter to calculate this metric.
The overall number of complaints in Q3 2020 are up slightly on the prior year by 77 (1%). Due to the Covid-19 pandemic, many services were cancelled which has led to a shift in the usual trend seen of the majority of complaints relating to delayed flights, now to being due to cancellations.
Amended as of 12 July 2018
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Civil Aviation Authority Consumer Tracker
18 December, 2017
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