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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
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 example if:
Before complaining, please check whether or not your issue is covered by PACT.
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 will use and look
after your personal information in accordance with our General Privacy Notice.
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.
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