Reforming consumer complaints handling - Consultation on the CAA’s draft policy

This document is the Civil Aviation Authority’s (CAA) draft policy on consumer complaints handling and alternative dispute resolution (ADR) for consultation until 22 February 2015. It explains the approach we intend to take to ensure that consumers booking flights serving UK airports have access to high quality complaints handling arrangements to resolve any problems with an airline where contractual or statutory rights arise (including rights under UK or European Union law).