This code of practice explains the role of the CAA's Passenger Advice and Complaint Team.
One of our key objectives is to improve choice and value when you fly. We aim to promote
competitive markets, help you make informed decisions and help you if you have a problem or
complaint against an airline or airport.
We provide advice about your complaints against airlines or airports. We try to help resolve any
disputes you have with an airline or airport and ensure you receive what you’re legally entitled
To do this we aim to be:
Although we always strive to provide a response as soon as possible, this is subject to
receiving a prompt response from the airline. Our responses may also be delayed during widespread
disruption, for instance if UK airports are closed due to snow, when we receive more enquiries than
Please review our information on how to resolve
Before you contact us regarding a complaint about a flight, also make sure you:
When you do contact us, to help us deal with your query quickly:
The information you supply to us will be used by us to provide advice or resolve your complaint.
We aim to hold your personal information in accordance with the Data Protection Act 1998.
If you have a complaint about how we manage your personal information, please tell us. If we cannot resolve
the issue you also have the right to refer your complaint to the Information Commissioner’s Office.
Where we think that a passenger has a genuine case against an airline, we will do our best to
secure a solution as quickly as possible. However, we are not able to resolve all complaints. For
Before complaining, please check whether or not your issue is covered by PACT.
Travel businesses reminded to submit accurate ATOL applications before deadline: https://t.co/dWfdFR3ppq #ATOL #TravelIndustry
7 months ago
Read all @UK_CAA
UK Civil Aviation Authority warns Hajj travellers about unlawful travel agents
3 April, 2019
ATOL RENEWALS STATEMENT
1 April, 2019
Passenger Rights: Boeing 737 Max
12 March, 2019
Read all News
Why aviation helps give the UN’s International Day of Persons with Disabilities a true global dimension
3 December, 2018
Planning your next holiday abroad?
10 April, 2018
Passengers with hidden disabilities
8 December, 2016
Read All Blogs