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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 £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 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 £160 per
complaint, which is payable on demand.
Last updated: 01 January 2021
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: 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 £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 £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
