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Supply-side substitutability
2.109 The CAA has adopted the OFT‟s view that “supply-side substitution can be
thought of as a special case of entry – entry that occurs quickly, effectively
and without the need for substantial sunk investment.”35
2.110 Airports that are able to begin quickly providing the same infrastructure and
service as other airports in the relevant product market can be included within
that relevant product market.
2.111 However, given the investment and timescales needed to upgrade an airport‟s
facilities, it is unlikely that we would consider this kind of supply-side
substitution quick and effective enough for this type of airport to be
considered in the relevant market.
Last updated: 03 November 2021
Zero RPC16-
DFT-CAA-
3520(1)
On line forms for
Flying Displays and
Special Events
(GAU-08)
Allowing applicants requiring
permits for air displays and special
events to complete the application
on-line, instead of the paper based
process currently used.
Last updated: 03 July 2017
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 £163 per
complaint, which is payable on demand.
Last updated: 20 March 2020
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 £170 per
complaint, which is payable on demand.
Last updated: 30 April 2024
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
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
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
