Please see our advice for consumers impacted by the Covid-19 outbreak.
If your enquiry relates to the recent ATOL failure please see our guidance for customers and the travel trade containing information about claims, refunds and general advice for those affected. You may also contact our designated helpline 0300 303 2800 that has been established to assist customers who were abroad and those with future bookings. If you are a Thomas Cook customer with a query regarding your ATOL claim, please email ATOLClaims.Thomascook@caa.co.uk.
We are not able to provide individual updates on refund claims for Thomas Cook customers as the team is focussed on assessing and processing claims.
To help us to ensure your enquiry is handled in the most efficient and proper way, please make sure that you use the correct enquiry route laid out below:
For all other general enquiries please read our Privacy Notice before completing the enquiry form below. We aim to respond as soon as possible. In some cases, we will need to seek specialist advice or forward your enquiry onto the most relevant area of the CAA to respond to you directly. This can sometimes take up to 20 working days.
You have consented to the use of your personal information to enable us to consider, investigate where necessary, and respond to your enquiry. We are committed to doing that in the most safe, efficient and proper way. You may withdraw consent at any time by emailing us at firstname.lastname@example.org. Depending on the nature of your enquiry, if you withdraw your consent we may still use your personal information to comply with our public function or our legal duty. A more comprehensive General Privacy Notice can be accessed further below.
Sometimes we may need to share your personal information with other organisations, such as when we need to investigate incidents with airlines or airports. In most cases we will be able to do this by removing your personal information. If the nature of the investigation means that we need to share your personal information we will obtain your consent beforehand. If you would prefer to make it known that you do not wish us to share your personal information, you can let us know straight away using the same email address.
Records of enquiries made to the CAA are retained for 5 years following a response or closure of a case or investigation, unless there are extenuating circumstances such as a legal or regulatory basis. We sometimes retain information for research or statistical purposes. If we do, we will make sure that your privacy is protected and only use it for those purposes.
You can submit an information enquiry or make a complaint about how we have processed your personal information by emailing FOI.email@example.com. Please be aware that the CAA is subject to the Freedom of Information Act, which means we may need to release information you have supplied to us. However, we would never disclose your personal information without first obtaining your consent.
Information on your further rights as a data subject
We apologise for this and we are looking into this issue, but in the meantime we suggest that if you have not received a response from us you email firstname.lastname@example.org and also use that address for new enquiries.
Please do not use this email address for consumer-related enquiries. These should be sent to email@example.com or, in the case of ATOL, to firstname.lastname@example.org
Last updated: 25/11/2020
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