Detail of outcome
The outcome of the complaint handling for customers booking flights consultation is available on another website.
The Civil Aviation Authority (CAA) seeks feedback on proposals to ensure high quality customer complaints handling arrangements are in place for flights serving UK airports.
Our draft policy encompasses:
- how we plan to carry out our new role as a competent authority for alternative dispute resolution schemes following the implementation of the European Alternative Dispute Resolution (ADR) Directive (2013/11/EU)
- how we plan to encourage aviation businesses to participate in high quality dispute resolution arrangements