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Consumer Protection

Page Summary

Consumer Issues

Main Content

Problems & Complaints

The CAA has no mandate to regulate the standards of service that airlines or tour operators provide, or to dictate and interpret Booking Conditions, and as such we are unable to intervene in disputes.

If you need help on how to resolve a dispute with an airline, a tour operator or a retail agent please click on the relevant link below.

Air Passenger Rights

Understand your passenger rights. New European wide regulations ensure you are entitled to certain standards of service and compensation.

Read more about Air Passenger Rights

Problems with Airlines

Information and advice when booking direct with an airline, including bookings made online with a low cost air carrier.

More information

Problems with Tour Operators

ATOL Tour Operators are licenced by the CAA to operate flight inclusive package holidays.

More information

Problems with Travel Agents

'Retail agents for ATOL holders’ do not hold ATOLs but act as agents for ATOL holders. This only applies to bookings that include flights. ATOL does not protect non-flight inclusive bookings.

More information