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The CAA will raise an invoice in respect of the annual continuation charge
which shall be payable by the approval holder on demand.
2.9 Handling of airline passenger complaints outside of the ADR Scheme
In respect of airlines and aerodromes that have not joined an ADR Scheme designated
under The Civil Aviation (Denied Boarding, Compensation and Assistance and Access to
Air Travel for Disabled Persons and Persons with Reduced Mobility), (Amendment)
Regulations 2016, a passenger may make a complaint about (a) an airline, and (b) a UK
aerodrome, or both, to the CAA that is within the scope of the CAA’s PACT’s service;
a) Handling of complaints against an airline
Once the CAA has concluded its assessment of a complaint against an airline,
notwithstanding the outcome, the CAA will invoice the airline a charge of £165 per
complaint, which is payable on demand.
Last updated: 17 March 2022
The CAA will raise an invoice in respect of the annual continuation charge
which shall be payable by the approval holder on demand.
2.9 Handling of airline passenger complaints outside of the ADR Scheme
In respect of airlines and aerodromes that have not joined an ADR Scheme designated
under The Civil Aviation (Denied Boarding, Compensation and Assistance and Access to
Air Travel for Disabled Persons and Persons with Reduced Mobility), (Amendment)
Regulations 2016, a passenger may make a complaint about (a) an airline, and (b) a UK
aerodrome, or both, to the CAA that is within the scope of the CAA’s PACT’s service;
a) Handling of complaints against an airline
Once the CAA has concluded its assessment of a complaint against an airline,
notwithstanding the outcome, the CAA will invoice the airline a charge of £160 per
complaint, which is payable on demand.
Last updated: 01 January 2021
The right to receive such assistance is underpinned by
Regulation EC 1107/2006, which obliges airports (and airlines) to provide certain
forms of assistance for this group of travellers.
Last updated: 09 August 2016
Reduced Mobility Passengers
1.44 The CAA received a complaint from an airline that some airports had not
put in place the necessary arrangements to assist passengers travelling
with assistance dogs.
Last updated: 22 March 2016
The CAA will raise an invoice in respect of the annual continuation charge
which shall be payable by the approval holder on demand.
2.9 Handling of airline passenger complaints outside of the ADR Scheme
In respect of airlines and aerodromes that have not joined an ADR Scheme designated
under The Civil Aviation (Denied Boarding, Compensation and Assistance and Access to
Air Travel for Disabled Persons and Persons with Reduced Mobility), (Amendment)
Regulations 2016, a passenger may make a complaint about (a) an airline, and (b) a UK
aerodrome, or both, to the CAA that is within the scope of the CAA’s PACT’s service;
a) Handling of complaints against an airline
Once the CAA has concluded its assessment of a complaint against an airline,
notwithstanding the outcome, the CAA will invoice the airline a charge of £203 per
complaint, which is payable on demand.
Last updated: 17 March 2023
The CAA will raise an invoice in respect of the annual continuation
charge which shall be payable by the approval holder on demand.
2.9 Handling of airline passenger complaints outside of the ADR Scheme
In respect of airlines and aerodromes that have not joined an ADR Scheme designated
under The Civil Aviation (Denied Boarding, Compensation and Assistance and Access to
Air Travel for Disabled Persons and Persons with Reduced Mobility), (Amendment)
Regulations 2016, a passenger may make a complaint about (a) an airline, and (b) a UK
aerodrome, or both, to the CAA that is within the scope of the CAA’s PACT’s service;
a) Handling of complaints against an airline
Once the CAA has concluded its assessment of a complaint against an airline,
notwithstanding the outcome, the CAA will invoice the airline a charge of £203 per
complaint, which is payable on demand.
Last updated: 16 March 2026
The CAA will raise an invoice in respect of the annual continuation charge
which shall be payable by the approval holder on demand.
2.9 Handling of airline passenger complaints outside of the ADR Scheme
In respect of airlines and aerodromes that have not joined an ADR Scheme designated
under The Civil Aviation (Denied Boarding, Compensation and Assistance and Access to
Air Travel for Disabled Persons and Persons with Reduced Mobility), (Amendment)
Regulations 2016, a passenger may make a complaint about (a) an airline, and (b) a UK
aerodrome, or both, to the CAA that is within the scope of the CAA’s PACT’s service;
a) Handling of complaints against an airline
Once the CAA has concluded its assessment of a complaint against an airline,
notwithstanding the outcome, the CAA will invoice the airline a charge of £160 per
complaint, which is payable on demand.
Last updated: 15 March 2021
Please comment on the ability to safely evacuate from place of work and whether any special
considerations may be required for this, for example, assistance with stairs.
Last updated: 16 August 2024
This accessibility statement applies to www.caa.co.uk.
If you're not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).
Civil Aviation Authority
11 Westferry Circus, Canary Wharf, London, E14 4HD www.caa.co.uk
Telephone: 0330 138 3042 paul.smith@caa.co.uk
Consumers and Markets Group
9 June 2022
Dear Colleague
Providing assistance to disabled and less mobile passengers
The CAA is responsible for the enforcement of Regulation EC 1107/2006 concerning the
rights of disabled and reduced mobility passengers, as retained under UK law.
Last updated: 10 June 2022
