We are receiving a large volume of enquiries relating to airline and package holiday refunds due to Covid-19.
We cannot respond to individual enquiries.
Read our COVID-19 guidance for passengers.
ATOL advice for customers
If your enquiry relates to an ATOL failure please see our guidance for customers and the travel trade containing information about claims, refunds and general advice for those affected. Customers with future bookings may also email firstname.lastname@example.org.
Make an enquiry
To help us to ensure your enquiry is handled in the most efficient and proper way, please make sure that you use the correct enquiry route laid out below:
- Guidance on airline or package holiday refunds due to Covid-19
- Resolving travel problems
- Submit a noise complaint
- Guidance and enquiries on the use of drones
- ATOL enquiries
- Flight crew enquiries
- Report a possible breach of air rules or regulations
For all other general enquiries please contact email@example.com.
We aim to respond as soon as possible. In some cases, we will need to seek specialist advice or forward your enquiry onto the most relevant area of the CAA to respond to you directly. This can sometimes take up to 20 working days.
You have consented to the use of your personal information to enable us to consider, investigate where necessary, and respond to your enquiry. We are committed to doing that in the most safe, efficient and proper way. You may withdraw consent at any time by emailing us at firstname.lastname@example.org. Depending on the nature of your enquiry, if you withdraw your consent we may still use your personal information to comply with our public function or our legal duty. A more comprehensive General Privacy Notice can be accessed further below.
Sometimes we may need to share your personal information with other organisations, such as when we need to investigate incidents with airlines or airports. In most cases we will be able to do this by removing your personal information. If the nature of the investigation means that we need to share your personal information we will obtain your consent beforehand. If you would prefer to make it known that you do not wish us to share your personal information, you can let us know straight away using the same email address.
Records of enquiries made to the CAA are retained for 5 years following a response or closure of a case or investigation, unless there are extenuating circumstances such as a legal or regulatory basis. We sometimes retain information for research or statistical purposes. If we do, we will make sure that your privacy is protected and only use it for those purposes.
You can submit an information enquiry or make a complaint about how we have processed your personal information by emailing FOI.email@example.com. Please be aware that the CAA is subject to the Freedom of Information Act, which means we may need to release information you have supplied to us. However, we would never disclose your personal information without first obtaining your consent.
Information on your further rights as a data subject