The information below summarises some of the main consumer protection laws and regulations that apply to airlines and airports and sets out where you can find more information on these topics from the CAA. It does not set out every requirement which may apply nor constitute advice from the CAA on any topic. If your organisation requires more information on the application of relevant laws and regulations, you should seek legal advice.
Airlines and airports that operate in the UK need to comply with a range of consumer laws and regulations, some of which apply generally to all businesses and others which apply specifically in air travel and may depend on the details of your flight.
This includes laws and regulations relating to price transparency, passenger rights during flight disruption, access to air travel for passengers with reduced mobility, unfair contract terms and requirements to trade fairly.
The CAA is also responsible for enforcing some of the general laws and regulations which apply to consumers when it comes to air travel. We have published guidance on how we do this to inform consumers, businesses and others about how we use our powers.
We have also written prioritisation principles that explain our approach in deciding what we will do to protect consumers. This guidance also applies to our work on competition law and economic regulation.
Delays, cancellations and passengers who are denied boarding or downgraded
Airlines are required to meet the requirements of laws and regulations put in place to protect passengers’ rights when their flights are delayed or cancelled or when they are denied boarding or downgraded.
Under UK Reg (EU) No. 261/2004, known as UK261, airlines are required to assist passengers by providing information on their rights and providing care and assistance during the disruption such as providing meals, allowing for passengers to communicate messages, and providing hotel accommodation (and transfers to and from the hotel) for overnight delays. More information on whether UK261 applies to flights can be found here.
Where flights are cancelled, passengers must be offered the choice of a refund; re-routing on alternative flights at the earliest opportunity; or re-routing at a later date subject to availability.
It is important that airlines assist passengers by clearly setting out these options to them. The CAA is doing some work looking at whether airlines are meeting their obligations under UK261 legislation when consumers face flight disruption.
The CAA has adopted the EU Interpretative Guidelines from 2016 to help to clarify the existing rules and suggest how they could apply to assistance provided to passengers in the event of denied boarding and of cancellation or a long flight delay.
‘Extraordinary circumstances’
UK Reg (EU) No. 261/2004 also provides for fixed sum compensation in some circumstances. However, this does not apply to all cancellations: entitlement depends on either when passengers were informed of the cancellation, or the timing of the replacement flight offered. Compensation also does not apply to qualifying cancellations or long delays due to 'extraordinary circumstances' which could not have been avoided even if all reasonable measures had been taken.
When considering whether the ‘extraordinary circumstances’ exemption applies to an individual flight cancellation or long delay, each case is considered on its own merits and the relevant facts including the cause of the disruption and the airline’s response. Such circumstances may include, for example, security risks or meteorological conditions incompatible with the operation of the flight concerned.
The CAA typically does not comment on whether an individual circumstance meets the threshold of ‘extraordinary circumstances’. However, we may do so in limited situations including when there is system-wide disruption. This would not limit passengers from seeking to enforce their rights through the courts, if they wished to do so.
Generally, we expect airlines to demonstrate that they are being proactive and flexible in managing the situation and minimising the impact on passengers of any disruption.
Complaints and Alternative Dispute Resolution (ADR)
The CAA expects airlines and airports to have a clear and robust complaints process for consumers who wish to raise concerns.
Where consumers have contacted an airline and airport with a complaint but remain dissatisfied, they should be sent information on whether they can contact an ADR provider or bring their complaint to the CAA’s Passenger Advice and Complaints Team.
You can find more information about ADR providers and the CAA’s role as the competent authority on our website here.
Disabled persons and those with reduced mobility (PRMs)
Airlines and airports are required to meet laws and regulations put in place to protect the rights of disabled and less mobile passengers. These rights are set out in UK Reg (EU) No 1107/2006 and other Regulations and guidance.
In summary, airlines’ obligations include:
- receiving notifications for assistance from passengers and passing these to airport operators at least 36 hours before travel;
- providing assistance on-board aircraft;
- training customer facing staff;
- providing information to PRMs on any safety or security restrictions which might affect a person's ability to travel; and
- transporting medical and mobility equipment.
In summary, airports’ obligations include:
- providing assistance throughout the passenger journey at the airport;
- setting, publishing and monitoring “quality standards” on service performance;
- training customer facing staff;
- providing accessible infrastructure and
- charging airlines for provision of the service.
The CAA is responsible for compliance and enforcement with the regulations.
We have published guidance for airports on setting, publishing and monitoring Quality Standards under the Regulation. We have also published Airline Accessibility Guidance which sets out the requirements of the relevant Regulation and the associated guidance.
The CAA also adopted the EU Interpretative guidelines from 2012 on the application of the Regulation.
The CAA has also published guidance for airlines and airports on supporting passengers with hidden disabilities.
Accessibility reports
We publish annual accessibility reports on the quality of assistance provided to passengers with disabilities and with reduced mobility. These reports can be found on the CAA website.
Compliance with general consumer law
Airlines and airports operating in the UK need to comply with general consumer law as well as sector specific laws enforced by the CAA.
Our powers to do this are set out in the Digital Markets, Competition and Consumers Act 2024. This law gives the CAA the power to apply to a Court to make an enforcement order and to impose penalties if a business is not complying with the law. An enforcement order can also include additional steps a business needs to take to improve consumer outcomes and avoid any future breaches of the law (e.g. redress for affected consumers, better information for consumers). These are known as ‘enhanced consumer measures’.
The CAA takes a proportionate approach to enforcement and focuses its resources on systematic issues of non-compliance that substantially harm the interests of passengers. The CAA has set out more information about how it acts to enforce consumer protection laws on the CAA website.
Further, the CAA will occasionally publish guidance on how airlines and airports in the UK can meet the requirements of consumer protection laws. Other organisations such as the CMA may also provide guidance or advice.
Airlines and airports can also find more information about the relevant laws and regulations for selling their goods and services on the Competition and Markets Authority website or on the Business Companion website which is backed by the UK Government.