Civil Aviation Authority

Start with the outcome you need

A regulator, enforcement body and redress scheme may look at the same conduct for different reasons. This profile separates the wider public-interest role from the route that can deal with your own loss.

Role and remit

What the CAA does

The Civil Aviation Authority regulates civil aviation in the UK. Its work includes safety, security, economic regulation, consumer protection and oversight of passenger-rights compliance.

01Regulatory oversight

The CAA monitors compliance and can act on wider aviation consumer issues.

02Business first

Passengers normally complain to the airline, airport or travel business first.

03ADR where available

An approved ADR provider may decide eligible unresolved complaints for participating businesses.

Powers and limits

What it can and cannot do

The correct route depends on whether you want wider enforcement, an individual remedy, or both.

It can	It usually cannot
Provide official guidance on passenger rights and travel complaints. Approve aviation ADR bodies and monitor relevant compliance. Use regulatory or enforcement tools for appropriate systemic issues.	Act as the ordinary caseworker for every delayed flight, refund or baggage dispute. Guarantee individual compensation from an airline that rejects a claim. Replace ADR or the court route where those are the available redress mechanisms.

Individual route

Airline or airport first, then the matching escalation route

The route depends on the business, the type of disruption and whether an approved ADR body covers it.

Complain to the airline, airport or travel organiser and identify the booking and journey.
State the precise remedy, such as statutory compensation, reimbursement, rerouting costs or a refund.
Check the CAA ADR directory for the business and scheme.
Use ADR when eligible, or consider the court route if no scheme applies and the claim remains disputed.
Send systemic compliance information to the CAA separately where relevant.

The CAA is not the same as aviation ADR

CAA guidance helps identify rights and approved schemes. The ADR body or court normally decides an unresolved individual claim, subject to jurisdiction and eligibility.

Prepare the report

What to keep and send

Give the body enough information to identify the conduct and understand why it matters. Keep the material needed for your separate claim as well.

Booking confirmation, ticket, boarding pass and full itinerary.
Cancellation or delay notices and the stated reason.
Receipts for replacement travel, meals, hotels or communications.
The claim submitted to the airline and its final response.
Operational information or correspondence relevant to any claimed extraordinary circumstances.

Primary material

Official sources

Check the current remit, procedure and rules before submitting anything.

CAA travel complaintsCAA passenger rightsCAA approved ADR providersGOV.UK air passenger rights