You have rights and protections when you book or go on a flight. The CAA is responsible for enforcing these rights and protections when your booking includes a flight.
We have powers to make sure that businesses comply with the consumer laws and regulations which set out your rights and protections.
Rights and protections for denied boarding, downgrading, cancellation and delays
The CAA is responsible for enforcing the regulations which set out your rights when your flight is delayed or cancelled; if you are downgraded; or if you are denied boarding.
These rights and protections are set out in UK Reg (EU) No. 261/2004 – also known as UK261.
You can find more information about rights under UK261 and whether this applies to your flights on our pages on delays, cancellations, downgrading and denied boarding incidents.
Laws on the rights of disabled and less mobile passengers
The CAA is also responsible for enforcing the regulations which protect the rights of disabled and less mobile passengers to have additional assistance at the airport and to get onto and around the plane.
These rights are set out in UK Reg (EU) No 1107/2006 – also known as UK1107.
These regulations set clear rules to make sure that disabled and less mobile passengers have the same opportunities for air travel as other passengers. You can find more information about your rights on the Special assistance section of our website.
Lost, damaged and delayed baggage
Your baggage is protected under an international agreement called the Montreal Convention 1999 which is an agreement between certain countries which are members of an organisation called the International Civil Aviation Organisation (ICAO).
This agreement aims to provide consistent rules on the carriage of passengers, baggage and cargo. It sets the maximum liability limits that airlines may have if there are problems with your baggage. Airline payouts under the Convention are calculated on a case-by-case basis.
The CAA does not enforce the Montreal Convention. However, you can find out more about what to do if you have a problem with your baggage on the Lost, damaged or delayed baggage page of our website.
Providing transparent information to passengers
When you book a flight, you should be told the price of your ticket including any taxes or airport or other charges. Any optional charges should be made clear and transparent to you. These rights are set out in UK Reg (EU) 1008/2008.
Other consumer protection laws
The UK Parliament has passed other laws which protect your rights when you buy or take a flight or a holiday. These laws are designed to protect you from a range of practices including unfair contract terms, hidden charges or mis-selling.
The CAA has powers to enforce these general consumer protections laws when it comes to air travel to protect the collective interests of consumers, in line with our prioritisation principles.
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 sometimes works with other organisations like the Competition and Markets Authority (CMA) to ensure these laws are being followed.
We also work with airlines, airports and other businesses to ensure they act within the law and uphold your rights.
Sometimes, we will publish guidance for businesses on what we expect them to do to protect your rights. Other organisations such as the CMA may also provide guidance or advice.