Passenger rights | Civil Aviation Authority

18 July 2020 Addition to the Air Travel Trust Payment Policy dated 6 August 2012

20 October 2020 Addition to the Air Travel Trust Payment Policy dated 6 August 2012

23 December 2020 Addition to the Air Travel Trust Payment Policy dated 6 August 2012

26 March 2021 Addition to the Air Travel Trust Payment Policy dated 6 August 2012

27 April 2021 Addition to the Air Travel Trust Payment Policy dated 27 April 2021

4 March 2021 Addition to the Air Travel Trust Payment Policy dated 6 August 2012

A right to know: Compliance report

Accessible air travel: Airport performance report 2015/16

Accessible air travel: Airport performance report 2016/17

Additional guidance on the assistance service at UK airports

ADR Entity Approval and Appeals Process

ADR in the aviation sector - a first review

Advice for airlines about the ATOL Regulations and the ATOL scheme

Advice for brokers about the ATOL Regulations and the ATOL scheme

Advisory Letter on the provision of surface access at UK airports

Air Travel Organiser’s Licensing and Operating Licences Enforcement Guidance

Air Travel Trust Payment Policy dated 27 April 2021

Air Travel Trust Report and Financial Statements 2023

Airline Accessibility Guidance

Airline digital accessibility cover paper

Airline digital accessibility report 2023

Airline Licensing - Details of Legal Liability Insurances

Airline Licensing - Legal Liability Insurances

Airport accessibility performance report 2023/2024

Airport accessibility report – 2022/23

Airport accessibility report 2017/18

Airport Accessibility Report 2019/2020

Amendments to the CAA’s policy for ADR applicants and approved ADR entities (CAP1324) CAA Decision

Annual Licence Holder's Report

Application for a Foreign Registered Aircraft Permit - Ad-hoc or Charter Operations

Application for a Foreign Registered Aircraft Permit - Scheduled or Series Charter Operations

Application for a Route Licence or Air Transport Licence

Application for a Scarce Capacity Allocation Certificate

Application for an Airline Operating Licence

Application to amend an existing Foreign Registered Aircraft Permit

ATOL Annual Accountants Report Part 1

ATOL Annual Accountants Report Part 2

ATOL Criteria for an application for and grant of, or a variation to, an ATOL: financial

ATOL Criteria for an application for and grant of, or a variation to, an ATOL: fitness, competence and Accountable Person

ATOL Groups and Related Parties

ATOL Guidance for charities and fundraisers

ATOL Guidance on completing the application form for a new small business.

ATOL Guidance on completing the application form for a new standard.

ATOL Press Briefing

ATOL Reform - Summary of responses and next steps

ATOL Reform: assessing the impacts of the options for reform – request for further information

ATOL reform: assessment of funding arrangements and the protection of customer money

ATOL Reform: Assessment of funding arrangements and the protection of customer money

ATOL Standard Term 6: CAA’s statement on the consultation on a proposal to amend ATOL Standard Term 6

ATT CAA Authorisation Deed

ATT Merchant Acquirers

ATT Trust Deed

Building Trust in AI: 5 Principles for AI and Autonomy

CAA Airport Accessibility Report 2018/19

CAA and OFT Guidance on the requirements of Consumer Law

CAA Consultation on a Proposal to amend ATOL Standard Term 6 and Information on other amendments to the CAA’s Official Record Series 3

CAA Consumer Panel Annual Report 2018-2019

CAA Consumer Panel Annual Report 2019-20

CAA Consumer Panel Annual Report for the year ended 30 March 2021

CAA Consumer Panel Annual Report for the year ended 31 March 2022

CAA Consumer Panel Annual Report for the year ended 31 March 2023

CAA Consumer Panel Annual Report for the year ended 31 March 2024

CAA Consumer Panel response to ATOL Reform consultation

CAA Consumer Panel response to BEIS RCCP consultation

CAA Consumer Panel Work Programme: April 2020 - March 2022

CAA Consumer Panel Work Programme: November 2024 – November 2026

CAA Consumer Panel: Supporting consumer confidence

CAA Consumer Strategy

CAA Consumer Survey Wave 10 ATOL Report (Autumn 2021)

CAA Consumer Survey Wave 10 COVID-19 Report (Autumn 2021)

CAA Consumer Survey Wave 10 Environment Report (Autumn 2021)

CAA Consumer Survey Wave 10 Full Report (Autumn 2021)

CAA flight programme

CAA guidance for airports on providing assistance to people with hidden disabilities

CAA policy on assessing ‘competency’ of proposed airline ADR schemes with ‘EU listed bodies’

CAA Response to 2021 Government Consultation Reforming Competition and Consumer Policy

CAA Response to Government Consultation Reforming aviation consumer policy: protecting air passenger rights

CAA review into airline refund practices during the Covid-19 pandemic

CAA statutory charges 2016/17 consultation document

CAA statutory charges 2016-17: Consultation on charges (excluding air display and low flying permission charges) CAA response document

CAA Statutory Charges 2017/18 consultation document

CAA’s Response to AI-Enabled Automation

CAA’s response to consultation CAP 1261

CAA’s Response to Emerging AI-Enabled Automation

Call for Inputs: Independent Review of NATS (En Route) Plc’s Flight Planning System Failure on 28 August 2023

CAP 1037 - Better information about UK aviation: summary of consultation responses

Civil Aviation Authority response to government consultation on improving price transparency and product information for consumers

Compliance report – Airline questionnaires

Compliance report on passenger rights during disruption

Considering the consumer interest: the consumer principles

Consultation: Modernising ATOL

Consultation: UK Cost Sharing Flights: Advertising

Consumer attitudes to journey disruption - A qualitative research report

Consumer complaints handling and ADR: CAA policy statement and notice of approval criteria for applicant ADR bodies

Consumer complaints handling and ADR: Summary of responses to CAA consultation on draft policy statement (CAP 1257)

Consumer Panel annual report 2015-16

Consumer Panel annual report 2016-17

Consumer Panel Annual Report 2017-2018

Consumer Panel response to CAA Consultation on Policy for ADR applicants and approved ADR entities, CAP1324

Consumer Panel Work Programme: September 2022 – April 2024

Consumer Programme for 2014 - 2015

Consumer tracker for the aviation sector, wave four

Consumer tracker for the aviation sector, wave one

Consumer tracker for the aviation sector, wave three

Consumer tracker for the aviation sector, wave two

Decision on the Terms of Reference for the H7 Consumer Challenge Board (CCB)

Deed of Subordination of a Loan - Individual to a Limited Company

Deed of Subordination of a Loan - Individual to a Limited Parent Company

Deed of Subordination of a Loan - Joint and Several Individuals to a Limited Company

Deed of Subordination of a Loan - Limited Company to a Limited Parent Company

Deed of Subordination of a Loan - Limited Company to Limited Company

Deed of Undertaking from a company or individual to the ATT Trustees (Multiple ATOL Holders)

Deed of Undertaking from a company or individual to the ATT Trustees (Single ATOL Holder)

Deliberative research on the provision of environmental information to consumers

EC Regulation No 2111/2005

EC Regulations 1107 interpretive guidelines

EC Regulations 261 2004 interpretive guidelines

Economic regulation of NATS (En Route) plc: further update on approach to the next price control review (NR23)

Economic regulation of new runway capacity

European Insolvency Protection Implementers’ Views on Package Holiday Directive Progress

Evidence base for risks and best management of food-allergic individuals on commercial airliners: a systematic review

Financial compensation, technical faults and time limitations: Compliance report

Guidance for airlines on assisting people with hidden disabilities

Guidance for an applicant or holder of an ATOL in relation to Parts 4 and 5 of the Civil Aviation (Air Travel Organisers Licensing) Regulations 2012

Guidance for UK airports

Guidance on completion of an ATOL Certificate

Guidance on Consumer Enforcement

Guidance on quality standards under Regulation EC 1107/2006

Guidance on the procedure for a decision by a CAA Board Member pursuant to Part 1 (Regulation 7) of the Operations of Air Services Regulations 2009 and Chapter II of Regulation (EC) No 1008/2008

Guidance on the requirements of consumer law applicable to the sale and advertising of flights and holidays

Guidance on the sale of flight-inclusive day trips by ATOL holders

H7 Consumer Challenge Forum (CCF) – draft Terms of Reference

In Focus - Flying with gadgets - The Do's and Don'ts of using mobile phones and electronic devices on board aircraft

In Focus: How the CAA protects consumers and promotes the legal rights of UK air passengers

Independent expert audit of ADR decision making for the Civil Aviation Authority conducted by Verita

Independent Review of NATS (En Route) Plc’s Flight Planning System Failure on 28 August 2023 – Final Report

Independent Review of NATS (En Route) Plc’s Flight Planning System Failure on 28 August 2023 – Interim Report

Information for ADR entities approved by the CAA

Information rights and financial compensation compliance report

Interim airport accessibility report (1 April to 31 October 2022)

Invitation to participate in the ATOL Reporting Accountants’ scheme

Issues underlying compensation claims under Regulation EC 261/2004 which the CAA does not consider to be complex or novel

Joint letter from the Competition and Markets Authority and the Civil Aviation Authority to airport operators

Making arrangements when an Air Travel Organiser’s Licence (ATOL) is not renewed

Modernising ATOL: CAA response to consultation feedback

Modernising ATOL: consultation responses

Monthly Licence Holder's Report

NATS Major Incident Investigation Final Report

NATS Outage Incident in August 2023: Qualitative research to explore consumer feedback

Notice of Investigation

Offering and selling flights or flight-inclusive trips as part of events or fundraising activities

Official Record Series 1

Official Record Series 3 - Air Travel Organisers' Licensing

Open letter to airport operators and their relevant business partners following CMA’s airport car parking investigation.

Opinion Leader Research on Unfair Terms & Conditions

Paid-for allocated seating in aviation: an update

Part B: Strategy for Using AI in the CAA

Passenger experiences during flight disruption

Payment Authorisation Form (Airline Licensing)

Performance framework for airline accessibility

Performance framework for airline accessibility: Summary of responses and decision document

Policy for ADR applicants and approved ADR entities - updated February 2021

Priority Schedule (Joint Bonds)

Priority Schedule (Standard Bonds)

Proposal for a directive on package travel and assisted travel arrangements - insolvency implementers’ views

Quarterly Licence Holder's Report

Rebalancing ATOL: CAA's decision on consultation proposals to ensure a fair and proportionate scheme

Rebalancing ATOL: Consultation on proposals to ensure a fair and proportionate financial protection scheme

Recognised assistance dogs: Call for evidence

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

Report by Transport Focus on the passenger experience resulting from the NATS outage

Requirement for bonding and other forms of security

Requirements for an Application for Accreditation as an Accredited Body

Re-routing in accordance with Article 8 of Regulation (EU) 261/2004 as retained (and amended in UK domestic law) under the European Union (Withdrawal) Act 2018 and the CAA’s view on compliance

Responses to CAA Consultation on Policy for ADR applicants and approved ADR entities, CAP1324

Responses to the CAA consultation on the Terms of Reference for the H7 Consumer Challenge Forum (CCF)

Review of advice on SES Market Conditions for Terminal Air Navigation Services in the UK

Review of airline contract terms

Review of market conditions for surface access at UK airports – Final report

Social Licence to Operate: Concept Guide for New Technologies

Speaking a Common Language: A terminology framework for AI

Summary of responses to guidance on assisting people with hidden disabilities (CAP1603)

Supporting people with hidden disabilities at UK airports

Terms of Reference for the Independent Review of NATS (En Route) Plc’s flight planning sub-system failure on 28th August 2023

The CAA’s Consumer Panel Response to Government Consultation Reforming aviation consumer policy: protecting air passenger rights

The Civil Aviation Authority’s policy for carrying out its information duties under the Civil Aviation Act 2012

The History of ATOL & Consumer Protection

The operation to help customers affected by the failure of the Monarch Airlines Group

UK Aviation Consumer Survey Key Findings Wave 9 (Winter 2020)

UK Aviation Consumer Survey Wave 11 (Autumn 2022) Final report

UK Aviation Consumer Survey Wave 9 (Winter 2020)

UK Aviation Consumer Survey Wave 9 (Winter 2020) Aviation and the Environment Report

Understanding the impact of COVID and the future of air travel

Update on panel members and panel biographies for the Independent Review of NATS (En Route) Plc’s Flight Planning System Failure on 28 August 2023

Wave Eight: UK Aviation Consumer Survey (full report)

Wave Eight: UK Aviation Consumer Survey (summary)

Wave Seven: UK Aviation Consumer Survey (full report)

Wave Seven: UK Aviation Consumer Survey (summary)

Wave Six: UK Aviation Consumer Survey (dashboard summary)

Wave Six: UK Aviation Consumer Survey (full report)

Wave Twelve: UK Aviation Consumer Survey: Full Survey Report

Withdrawal of ADR Entity Approval Policy

YouGov Survey Results

Your rights when there is a problem with your flight