• This code of practice explains the role of the CAA's Passenger Advice and Complaint Team.

    Improving choice and value

    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.

    Dealing with your complaints

    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.

    To do this we aim to be:

    • Open. We will share all the information we can with you. If we can’t help, we’ll tell you promptly and advise if there are any other organisations able to offer assistance.
    • Helpful. We aim to answer emails and telephone calls politely and constructively. We are always helpful and courteous.

    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 usual.

    How you can help us

    Please review our information on how to resolve travel problems.

    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:

    • Be clear about what help you need from us.
    • Have your flight details and any correspondence to hand.
    • Be polite and reasonable in your dealings with our staff, we reserve the right to end phone calls where abusive language is used.

    Data protection

    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.

    Complaints about our service

    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:

    • We are not the correct organisation to do so, which may depend on where the event you are complaining about happened.
    • After investigating your complaint, we consider that the airline has met its legal obligations to you. Please be aware that we do not have the power to impose decisions upon airlines and airports in the way that an ombudsman-type scheme does.

    Before complaining, please check whether or not your issue is covered by PACT.