Alerts: Passengers

Here you can see all of our alerts. Select a category to see the relevant headlines, sorted by date, and click on one to read the full alert.

Consultation on CAA statutory charges 2018/19

We are currently consulting on our statutory charge proposals for 2018/19. For more information, and to submit comments, please view the consultation. All comments must be received before the consultation closes on 8 February 2018. SW2017/216

Guidance for NERL in preparing its Business Plan for Reference Period 3: consultation document

We are seeking views on the CAA’s proposed guidance to NERL in preparing its business plan for Reference Period 3 (RP3). For more information, and to submit comments, see consultations.caa.co.uk. All comments must be received before 10 November 2017. SW2017/196

Safety Notice: Carriage of assistance dogs in the aircraft cabin

The purpose of this Safety Notice is to provide airline operators with the latest guidance material regarding the carriage of recognised assistance dogs. SW2017/102

Important information for SkyWise app users

A new version of the SkyWise app is being released this week and will be available to download for Apple and Android devices. Please ensure that you have the option for ‘Automatic Downloads’ turned on in your device’s settings so that you can continue to receive notifications. Guidance for Apple devices Guidance for Android devices […]

Airline compliance providing assistance to disrupted passengers

We have just published a compliance report reviewing airline procedures for providing care and assistance to passengers during disruption, dealing with denied boarding and downgrading, and compensating passengers affected by a long delay due to a missed connection. We have also published the full responses provided by airlines. As a result of this review we […]

Consumer Panel annual report 2016

The CAA Consumer Panel helps us to deliver regulation that positively promotes the interests of consumers. The Consumer Panel’s fourth annual report has now been published. It sets out their views on a wide range of issues including the CAA’s Strategic plan, regulation of airport charges at Heathrow, complaints and alternative dispute resolution, surface access to airports, […]

Consultation on CAA statutory charges 2017/18

We are currently consulting on our statutory charge proposals for 2017/18. For more information, and to submit comments, see consultations.caa.co.uk. All comments must be received before the consultation closes on 9 February 2017. SW2016/175

Advice on Galaxy Note 7 phones

Following issues Samsung has identified with its Galaxy Note 7 mobile phone, the UK Civil Aviation Authority advises airline passengers intending to travel with this phone to ensure it remains switched off for the duration of the flight. The phone should be carried in hand baggage and should not be charged during the flight. Passengers […]

Accessible air travel: airport performance report 2015/16

We have published a report on how UK airports have performed in terms of the quality of assistance provided to disabled persons and those with reduced mobility for the year April 2015 to 31 March 2016. SW2016/147

Failure of VLM Airlines

VLM Airlines ceased operations on 22 June 2016. If you want a refund for unused tickets will need to contact the company directly. If you booked directly with the company via a credit, charge or debit card you may also be able to make a claim against your card provider. If you have already flown, you will need to make […]

Operating resilience of the UK’s aviation infrastructure

We have today launched a consultation aimed at supporting the commitment in our strategic plan to think creatively about how existing capacity can be planned and operated to meet stakeholders’ expectations. The UK has some of the busiest and most productive airports in the world, facing many challenges in maintaining day to day operating resilience. […]

‘Justine Case’ to return in Pace Peace of Mind 2016

Our Pack Peace of Mind campaign, designed to boost consumers’ understanding of ATOL, will return in 2016 – this time making waves across national media, magazines, online and on social media. Launching just after Christmas, again the campaign will focus on educating families as they research and book their holidays. We urge members of the […]

New web directory for special assistance information

As part of the ‘Your Right to Fly’ programme, passengers with a disability or reduced mobility will now be able to quickly find links to essential information from a single source. Our new web directory is a single webpage which includes direct links to the special assistance of all the UK’s airports and major airlines flying to […]

Getting to the airport survey

In 2014, 238 million passengers used UK airports, but how did they begin the journey? Our latest passenger survey report shows that significantly more people departing from the five London airports decide to make use of public transport, while those flying from other regional airports are much more likely to get there by private transport. […]

Ryanair faces legal action for breach of consumer law

As part of our on-going campaign to safeguard the rights of UK air passengers, we are taking enforcement action against Ryanair following a review that found it is not complying fully with European consumer law designed to support passengers following flight disruption. We are not satisfied that Ryanair is dealing correctly with compensation claims, and […]

Policy changes to better support passengers

Following an extensive review of airline policies, we became concerned that some airlines were not complying with UK regulations surrounding passenger compensation for delayed or cancelled flights. We are pleased to announce that these airlines will now offer passengers better support during disruption – agreeing to pay compensation for ordinary technical faults, process compensation claims […]

CAA protects holidaymakers after travel company collapse

More than 2,000 holidaymakers are being assisted by the Air Travel Organisers’ Licensing (ATOL) protection scheme following the collapse of Exclusive Escapes, a specialist travel company based out of Surrey. The company had around 500 people abroad at the time, so the CAA has been in touch with hotels and airlines to ensure all their […]

Air travel concerns for disabled passengers

Passengers with a disability or reduced mobility are significantly less likely to fly than those without dye to concerns about access, although those who have flown in the last 12 months consider themselves ‘confident flyers’ and are pleased with the level of special assistance they are provided. This research will help to inform our evidence-based […]