We have civil enforcement powers which stem from Part 8 of the Enterprise Act 2002. We can use these powers to seek undertakings from businesses if we believe they are breaching consumer law in a way that harms the collective interests of consumers.
An undertaking is an agreement that a business makes to address an enforcement authority’s (including the Civil Aviation Authority (CAA)) concerns. An undertaking can include enhanced consumer measures to address harm to consumers who have already suffered loss because of the suspected breaches.
The undertakings listed on this page have been provided to us, after investigation, because we believed there to have been a breach of consumer law. These undertakings have been provided voluntarily and without any admission of wrongdoing or liability.
Only a court can decide whether a breach has occurred.
Wizz Air - 26 July 2023
Date provided:
26 July 2023
Legislation:
Regulation 261/2004
Commitments:
To offer passengers whose flights have been cancelled the choice of re-routing under comparable transport conditions at the earliest opportunity, re-routing at a later date at the passenger’s convenience (subject to availability of seats) or reimbursement of the ticket price.
To reimburse passengers the cost of booking their own replacement flights under comparable conditions if Wizz Air does not offer re-routing as set out above.
To advise passengers of their full rights to re-routing under comparable transport conditions when it notifies them of the cancellation of their flight.
To cover the costs of transferring the passenger where that passenger is re-routed via alternative airports to another close-by destination agreed with the passenger.
To offer passengers the care required for denied boarding, cancellation or long delay, or reimburse passengers the costs they incur making their own care arrangements.
To review closed claims made to Wizz Air for replacement flight costs, the costs of transferring passengers, or care, as set out above for disruptions on flights scheduled to depart from or arrive into the UK on or after 18 March 2022 and reimburse passengers identified as eligible to a payment or an additional payment for the costs they have incurred (some exclusions apply).
To review closed claims at the request of the passenger for replacement flight costs, the costs of transferring passengers, or care, as set out above for disruptions on flights scheduled to depart from or arrive into the UK before 18 March 2022 but within the last 6 years and reimburse passengers identified as eligible to a payment or an additional payment for the costs they have incurred (some exclusions apply).
Emirates - 29 March 2018
Date provided:
29 March 2018
Legislation:
Regulation 261/2004
Commitments:
To compensate passengers who arrive at their final destination at least three hours late due to a missed connection.
Manchester Airport PLC - 20 March 2018
Date provided:
20 March 2018
Legislation:
Regulation 1107/2006
Date provided:
To develop a performance improvement plan to provide a high quality and consistent assistance service to disabled persons and persons with reduced mobility.
To consult the Civil Aviation Authority (CAA) and organisations and groups representing disabled people in developing the performance improvement plan.
To publish the performance improvement plan on its website prior to implementation.
To meet deadlines for publishing and submitting data.
HDC Travel Ltd - 14 February 2018
Date provided:
14 February 2018
Legislation:
Consumer Protection from Unfair Trading Regulations 2008
Commitments:
To display information on the departure and arrival times of the outbound and return flights and whether the flight is direct or indirect.
To provide a link on the website for consumers to report holidays which are not available at the advertised price.
To put in place a process to monitor the accuracy of the prices of the advertised holidays.
To appoint a compliance manager.
Ryanair DAC - 17 October 2017
Date provided:
17 October 2017
Legislation:
Regulation 261/2004
Commitments:
To re-contact all passengers affected by the flight cancellations announced on 116, 17 and 27 September 2017 and set out clearly their rights to choose a refund or a re-route.
To clarify to those consumers that a re-route can be on another airline when Ryanair flights are unavailable on the same or next day.
To reimburse reasonable out-of-pocket expenses to consumers which were incurred as a result of the cancelled flights.
Icelolly Marketing Limited - 21 August 2017
Date provided:
21 August 2017
Legislation:
Consumer Protection from Unfair Trading Regulations 2008
Commitments:
To display at all times the final price, including all unavoidable taxes, fees and surcharges.
To provide clear and prominent information and credit card charges.
To display information on the departure and arrival times of the outbound and return flights, the name of the airline providing the flight and whether the flight is direct or indirect.
To provide information on the charges for hold baggage and transfers.
To provide information on whether the holiday is ATOL protected.
To provide a link on the website for consumers to report holidays which are not available at the advertised price.
To put in place a process to monitor the accuracy of the prices of the advertised holidays.
To appoint a compliance manager.
LHR Airports Limited - 13 July 2017
Date provided:
13 July 2017
Legislation:
Regulation 1107/2006
The Civil Aviation (Access to Air Travel for Disabled Persons and Persons with Reduced Mobility) Regulations 2014
Comments:
The undertaking provided by LHR Airports Limited is made under The Civil Aviation (Access to Air Travel for Disabled Persons and Persons with Reduced Mobility) Regulations 2014 and not Part 8 of the Enterprise Act 2002.
Commitments:
To develop a performance improvement plan to provide a high quality and consistent assistance service to disabled persons and persons with reduced mobility.
To consult the Civil Aviation Authority (CAA) and organisations and groups representing disabled people in developing the performance improvement plan.
To publish the performance improvement plan on its website prior to implementation.
To implement a continuous assistance service and reduce waiting times for users of the service.
Teletext Limited - 27 June 2017
Date provided:
27 June 2017
Legislation:
Consumer Protection from Unfair Trading Regulations 2008
Commitments:
To display at all times the final price, including all unavoidable taxes, fees and surcharges.
To provide clear and prominent information and credit card charges.
To display information on the departure and arrival times of the outbound and return flights, the name of the airline providing the flight and whether the flight is direct or indirect.
To provide information on the charges for hold baggage.
To provide a link on the website for consumers to report holidays which are not available at the advertised price.
To put in place a process to monitor the accuracy of the prices of the advertised holidays.
To appoint a compliance manager.
Opodo Ltd - 29 June 2016
Date provided:
29 June 2016
Legislation:
Regulation 1008/2008
Consumer Protection from Unfair Trading Regulations 2008
The Consumer Rights (Payments Surcharges) Regulations 2012
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
The Consumer Rights Act 2015
Commitments:
The price display on the first page of the website booking process will show a single price that is achievable for consumers paying by a debit card.
Google AdWords results will make it clear that the consumer is dealing with Opodo.
Website landing pages will make it clear that the consumer is dealing with Opodo.
Vacaciones eDreams SL - 29 June 2016
Date provided:
29 June 2016
Legislation:
Regulation 1008/2008
Consumer Protection from Unfair Trading Regulations 2008
The Consumer Rights (Payments Surcharges) Regulations 2012
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
The Consumer Rights Act 2015
Commitments:
The price display on the first page of the website booking process will show a single price that is achievable for consumers paying by a debit card.
Google AdWords results will make it clear that the consumer is dealing with eDreams.
Website landing pages will make it clear that the consumer is dealing with eDreams.
Jet2.com Limited - 7 July 2015
Date provided:
7 July 2015
Legislation:
Regulation 261/2004
Commitments:
To compensate passengers for long delays and cancellations caused by technical faults on an aircraft.
To apply a six year claims limitation period.
To provide information about their rights to passengers delayed by more than two hours.
Opodo Ltd - 2 October 2014
Date provided:
2 October 2014
Legislation:
Regulation 1008/2008
Consumer Protection from Unfair Trading Regulations 2008
The Consumer Rights (Payments Surcharges) Regulations 2012
Commitments:
To display at all times the final price, including all unavoidable taxes, fees and surcharges.
To provide optional items on an opt-in basis.
To provide clear and prominent information and credit card charges.
Vacaciones eDreams - 2 October 2014
Date provided:
2 October 2014
Legislation:
Regulation 1008/2008
Consumer Protection from Unfair Trading Regulations 2008
The Consumer Rights (Payments Surcharges) Regulations 2012
Commitments:
To display at all times the final price, including all unavoidable taxes, fees and surcharges.
To provide optional items on an opt-in basis.
To provide clear and prominent information and credit card charges.
Travel Republic Ltd - 17 June 2014
Date provided:
17 June 2014
Legislation:
Consumer Protection from Unfair Trading Regulations 2008
The Consumer Rights (Payments Surcharges) Regulations 2012
Regulation 2111/2005
Commitments:
To provide optional items on an opt-in basis.
To provide clear and prominent information and credit card charges
To inform passengers of the identity of the air carrier.
Expedia Inc - 27 March 2014
Date provided:
27 March 2014
Legislation:
Regulation 1008/2008
Consumer Protection from Unfair Trading Regulations 2008
Commitments:
To display at all times the final price, including all unavoidable taxes, fees and surcharges.
To provide optional items on an opt-in basis.
To provide clear and prominent information and credit card charges.
Travelworld Vacations Ltd t/a Olympic Holidays -29 August 2013
Date provided:
29 August 2013
Legislation:
Regulation 1008/2008
Consumer Protection from Unfair Trading Regulations 2008
Commitments:
To display at all times the final price, including all unavoidable taxes, fees and surcharges.
To provide optional items on an opt-in basis.
To provide clear and prominent information and credit card charges.
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