List of Consumer Protection Publications

The table below details the CAA Publication results for your search. For further details, please click the "Title" of the publication you are interested in.

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Publication Categories and Series
Reference Title
Airline Licensing
ATOL Business
ATOL Policy and Regulation
ATOL Publicity & Information
CPG Policy
ATIPAC Air Travel Insolvency Protection Advisory Committee (ATIPAC) Reports
ATOL ATOL Annual Accountants Report Forms
ATOL AAR ATOL Annual Accountants Reports based on the CAA Model Engagement Terms
ATOL AAR ATOL Annual Accountants Reports not based on the CAA Model Engagement Terms
ATOL AAR Small Business ATOL Reports based on the CAA Model Engagement Terms.
ATOL AAR Small Business ATOL Reports not based on CAA Model Engagement Terms.
ATOL AAR Standard ATOL Reports based on the CAA Model Engagement Terms.
ATOL AAR Standard ATOL Reports not based on CAA Model Engagement Terms.
ATOL Bonds ATOL Bonds
ATOL Deeds ATOL Deeds of Subordination and Undertaking
ATT Air Travel Trust (ATT) Reports and Accounts
Forms ATOL Forms
ORS3 Official Record Series 3 - Air Travel Organisers' Licensing

Individual Publications
Reference Title Status as at Date
ATOL Policy and Regulations 2010/03 ATOL Groups and Related Parties Current February 2010
ATOL Policy and Regulations 2010/06 ATOL Guidance on completing the application form for a new small business. Current December 2012
ATOL Policy and Regulations 2010/07 ATOL Guidance on completing the application form for a new standard. Current December 2012
ATOL Policy and Regulations 2012/01 Requirements for an Application for Accreditation as an Accredited Body Current May 2012
ATOL Policy and Regulations 2013/03 Making arrangements when an Air Travel Organiser’s Licence (ATOL) is not renewed Current December 2013
ATOL Policy and Regulations 2014/01 ATOL Criteria for an application for and grant of, or a variation to, an ATOL: fitness, competence and Accountable Person Current September 2014
ATOL Policy and Regulations 2015/02 Guidance on the sale of flight-inclusive day trips by ATOL holders Current 7 September 2015
ATOL Policy and Regulations 2015/03 ATOL Guidance for charities and fundraisers Current 23 November 2015
ATOL Policy and Regulations 2016/01 ATOL Criteria for an application for and grant of, or a variation to, an ATOL: financial
Review Comment: Replaces ATOL Policy and Regulations 2013/01 		Current 1 June 2016
ATOL Policy and Regulations 2016/02 Requirement for bonding and other forms of security
Review Comment: Replaces ATOL Policy and Regulations 2010/08 		Current 15 July 2016
ATOL Policy and Regulations 2019/01 Guidance on completion of an ATOL Certificate Current 18 March 2019
ATOL Policy and Regulations 2022/01 Advice for airlines about the ATOL Regulations and the ATOL scheme
Review Comment: This document replaces ATOL Policy and Regulations 2017/01 		Current 27 February 2023
ATOL Policy and Regulations 2022/02 Advice for brokers about the ATOL Regulations and the ATOL scheme
Review Comment: This document replaces ATOL Policy and Regulations 2017/02 		Current 27 February 2023
ATTPP Air Travel Trust Payment Policy dated 27 April 2021 Current 27 April 2021
ATTPPa1 18 July 2020 Addition to the Air Travel Trust Payment Policy dated 6 August 2012 Current 27 October 2020
ATTPPa2 20 October 2020 Addition to the Air Travel Trust Payment Policy dated 6 August 2012 Current 27 October 2020
CAP 2269 CAA Response to 2021 Government Consultation Reforming Competition and Consumer Policy Current 13 October 2021
CAP 2333 CAA Response to Government Consultation Reforming aviation consumer policy: protecting air passenger rights Current 28 March 2022
CAP 2334 The CAA’s Consumer Panel Response to Government Consultation Reforming aviation consumer policy: protecting air passenger rights Current 28 March 2022
CAP1014 CAA and OFT Guidance on the requirements of Consumer Law Current 26 March 2013
CAP1015 Guidance on the requirements of consumer law applicable to the sale and advertising of flights and holidays Current 26 March 2013
CAP1018 Guidance on Consumer Enforcement
Review Comment: Reviewed and amended to make reference to the changes to consumer enforcement bought about by the Consumer Rights Act 2015 and to clarify the CAA’s Public Sector Equalities Duty. 		Current 22 March 2016
CAP1066 In Focus - Flying with gadgets - The Do's and Don'ts of using mobile phones and electronic devices on board aircraft Current 1 April 2014
CAP1126 Your rights when there is a problem with your flight Current 21 July 2022
CAP1143 The Civil Aviation Authority’s policy for carrying out its information duties under the Civil Aviation Act 2012 Current 16 January 2014
CAP1147 Proposal for a directive on package travel and assisted travel arrangements - insolvency implementers’ views Current 23 January 2014
CAP1148 CAP 1037 - Better information about UK aviation: summary of consultation responses Current 16 January 2014
CAP1161 Consumer Programme for 2014 - 2015 Current July 2014
CAP1190 Rebalancing ATOL: Consultation on proposals to ensure a fair and proportionate financial protection scheme Current June 2014
CAP1196 CAA Consultation on a Proposal to amend ATOL Standard Term 6 and Information on other amendments to the CAA’s Official Record Series 3 Current 6 June 2014
CAP1227 A right to know: Compliance report Current 23 March 2015
CAP1228 Guidance on quality standards under Regulation EC 1107/2006 Current 1 April 2019
CAP1239 European Insolvency Protection Implementers’ Views on Package Holiday Directive Progress Current November 2014
CAP1244 Guidance for UK airports Current 24 November 2014
CAP1257 Reforming consumer complaints handling - Consultation on the CAA’s draft policy Current 7 January 2015
CAP1258 Passenger experiences during flight disruption Current January 2015
CAP1261R CAA’s response to consultation CAP 1261 Current 21 May 2015
CAP1275 Financial compensation, technical faults and time limitations: Compliance report Current 23 March 2015
CAP1277 Rebalancing ATOL: CAA's decision on consultation proposals to ensure a fair and proportionate scheme Current 4 March 2015
CAP1279 Economic regulation of new runway capacity Current 26 March 2015
CAP1285 Consumer complaints handling and ADR: Summary of responses to CAA consultation on draft policy statement (CAP 1257) Current 15 April 2015
CAP1286 Consumer complaints handling and ADR: CAA policy statement and notice of approval criteria for applicant ADR bodies Current 19 October 2016
CAP1288 Invitation to participate in the ATOL Reporting Accountants’ scheme Current 27 April 2015
CAP1293 Review of advice on SES Market Conditions for Terminal Air Navigation Services in the UK Current 21 May 2015
CAP1305 Information rights and financial compensation compliance report Current 6 May 2016
CAP1324 Policy for ADR applicants and approved ADR entities - updated February 2021 Current 18 February 2021
CAP1324A Issues underlying compensation claims under Regulation EC 261/2004 which the CAA does not consider to be complex or novel Current 18 February 2021
CAP1328 ATOL Standard Term 6: CAA’s statement on the consultation on a proposal to amend ATOL Standard Term 6 Current 7 September 2015
CAP1348 Offering and selling flights or flight-inclusive trips as part of events or fundraising activities Current 23 November 2015
CAP1373 CAA statutory charges 2016/17 consultation document Current 1 February 2016
CAP1390 Information for ADR entities approved by the CAA
Review Comment: This guidance has been amended to ensure that the CAA received appropriate information for its role of regulatory oversight of the ADR entities which it has approved. Further details above. 		Current 6 February 2019
CAP1407 CAA statutory charges 2016-17: Consultation on charges (excluding air display and low flying permission charges) CAA response document Current 17 May 2016
CAP1408 CAA policy on assessing ‘competency’ of proposed airline ADR schemes with ‘EU listed bodies’ Current 18 May 2016
CAP1411 CAA guidance for airports on providing assistance to people with hidden disabilities Current 8 December 2016
CAP1425 H7 Consumer Challenge Forum (CCF) – draft Terms of Reference Current 1 July 2016
CAP1426 ADR Entity Approval and Appeals Process Current 12 July 2016
CAP1427 Withdrawal of ADR Entity Approval Policy Current 12 July 2016
CAP1438 Accessible air travel: Airport performance report 2015/16 Current 9 August 2016
CAP1445 Consumer Panel annual report 2015-16 Current 19 December 2016
CAP1449 Decision on the Terms of Reference for the H7 Consumer Challenge Board (CCB) Current 20 September 2016
CAP1450 Responses to the CAA consultation on the Terms of Reference for the H7 Consumer Challenge Forum (CCF) Current 20 September 2015
CAP1472 Consumer attitudes to journey disruption - A qualitative research report Current 22 November 2016
CAP1473 Review of market conditions for surface access at UK airports – Final report Current 20 December 2016
CAP1473b Advisory Letter on the provision of surface access at UK airports Current 20 December 2016
CAP1477 CAA Statutory Charges 2017/18 consultation document Current 17 November 2016
CAP1500 Compliance report on passenger rights during disruption
Review Comment: Refers correctly to 'Virgin Atlantic' 		Current 22 February 2017
CAP1500a Compliance report – Airline questionnaires Current 22 February 2017
CAP1503 Consumer tracker for the aviation sector, wave one Current 28 December 2016
CAP1504 Consumer tracker for the aviation sector, wave two Current 28 December 2016
CAP1514 In Focus: How the CAA protects consumers and promotes the legal rights of UK air passengers Current 22 February 2017
CAP1527 Notice of Investigation Current 31 March 2017
CAP1577 Accessible air travel: Airport performance report 2016/17 Current 11 August 2017
CAP1602 ADR in the aviation sector - a first review Current 27 December 2017
CAP1603 Guidance for airlines on assisting people with hidden disabilities Current 15 October 2018
CAP1621 Consumer Panel annual report 2016-17 Current 12 December 2017
CAP1622 Consumer tracker for the aviation sector, wave three Current 15 December 2017
CAP1623 Consumer tracker for the aviation sector, wave four Current 15 December 2017
CAP1629 Supporting people with hidden disabilities at UK airports Current 11 June 2018
CAP1630 CAA flight programme Current 20 February 2018
CAP1632 YouGov Survey Results Current 2 February 2018
CAP1655 The operation to help customers affected by the failure of the Monarch Airlines Group Current 18 July 2018
CAP1677 Modernising ATOL: CAA response to consultation feedback Current 8 June 2018
CAP1679 Airport accessibility report 2017/18 Current 13 July 2018
CAP1709 Paid-for allocated seating in aviation: an update Current 26 October 2018
CAP1712 Open letter to airport operators and their relevant business partners following CMA’s airport car parking investigation. Current 18 September 2018
CAP1718 Summary of responses to guidance on assisting people with hidden disabilities (CAP1603) Current 15 October 2018
CAP1743 Consumer Panel Annual Report 2017-2018 Current 17 December 2018
CAP1746 Wave Six: UK Aviation Consumer Survey (full report) Current 21 December 2018
CAP1746B Wave Six: UK Aviation Consumer Survey (dashboard summary) Current 21 December 2018
CAP1807 CAA Consumer Panel Annual Report 2018-2019 Current 18 December 2019
CAP1815 Review of airline contract terms Current 21 June 2019
CAP1815R Opinion Leader Research on Unfair Terms & Conditions Current 21 June 2019
CAP1821 CAA Airport Accessibility Report 2018/19 Current 11 July 2019
CAP1831 Wave Seven: UK Aviation Consumer Survey (full report) Current 22 August 2019
CAP1831b Wave Seven: UK Aviation Consumer Survey (summary) Current 22 August 2019
CAP1851 Recognised assistance dogs: Call for evidence Current 29 October 2019
CAP1900 Social Licence to Operate: Concept Guide for New Technologies Current 6 March 2020
CAP1916 Wave Eight: UK Aviation Consumer Survey (full report) Current 4 May 2020
CAP1916b Wave Eight: UK Aviation Consumer Survey (summary) Current 4 May 2020
CAP1921 CAA Consumer Panel Work Programme: April 2020 - March 2022 Current 15 May 2020
CAP1944 CAA Consumer Panel Annual Report 2019-20 Current 15 July 2020
CAP1947 CAA review into airline refund practices during the Covid-19 pandemic Current 30 July 2020
CAP1978 Airport Accessibility Report 2019/2020 Current 3 December 2020
CAP1989 Considering the consumer interest: the consumer principles Current 13 November 2020
CAP2104 Amendments to the CAA’s policy for ADR applicants and approved ADR entities (CAP1324) CAA Decision Current 18 February 2021
CAP2105 Independent expert audit of ADR decision making for the Civil Aviation Authority conducted by Verita Current 18 February 2021
CAP2115 Consumer Panel response to CAA Consultation on Policy for ADR applicants and approved ADR entities, CAP1324 Current 4 March 2021
CAP2116 Responses to CAA Consultation on Policy for ADR applicants and approved ADR entities, CAP1324 Current 4 March 2021
CAP2135 CAA Consumer Panel: Supporting consumer confidence Current 8 April 2021
CAP2151 ATOL Reform: Assessment of funding arrangements and the protection of customer money Current 29 April 2021
CAP2151A ATOL Reform - Summary of responses and next steps Current 25 May 2022
CAP2155 Re-routing in accordance with Article 8 of Regulation (EU) 261/2004 as retained (and amended in UK domestic law) under the European Union (Withdrawal) Act 2018 and the CAA’s view on compliance Current 5 May 2021
CAP2160 Economic regulation of NATS (En Route) plc: further update on approach to the next price control review (NR23) Current 19 October 2021
CAP2178 UK Aviation Consumer Survey Wave 9 (Winter 2020) Current 1 June 2021
CAP2178B UK Aviation Consumer Survey Key Findings Wave 9 (Winter 2020) Current 1 June 2021
CAP2178C UK Aviation Consumer Survey Wave 9 (Winter 2020) Aviation and the Environment Report Current 1 June 2021
CAP2202 CAA Consumer Panel Annual Report for the year ended 30 March 2021 Current 15 July 2021
CAP2205 Deliberative research on the provision of environmental information to consumers Current 16 July 2021
CAP2241 EC Regulations 1107 interpretive guidelines Current 23 August 2021
CAP2242 EC Regulations 261 2004 interpretive guidelines Current 23 August 2021
CAP2273 CAA Consumer Panel response to BEIS RCCP consultation Current 19 October 2021
CAP2303 CAA Consumer Panel response to ATOL Reform consultation Current 29 July 2021
CAP2313A CAA Consumer Survey Wave 10 Full Report (Autumn 2021) Current 18 January 2022
CAP2313B CAA Consumer Survey Wave 10 COVID-19 Report (Autumn 2021) Current 18 January 2022
CAP2313C CAA Consumer Survey Wave 10 ATOL Report (Autumn 2021) Current 19 January 2022
CAP2313D CAA Consumer Survey Wave 10 Environnment Report (Autumn 2021) Current 19 January 2022
CAP2374 Additional guidance on the assistance service at UK airports Current 4 July 2022
CAP2379 CAA Consumer Panel Annual Report for the year ended 31 March 2022 Current 6 July 2022
CAP2396 Consumer Panel Work Programme: September 2022 – April 2024 Current 29 September 2022
CAP2403 Understanding the impact of COVID and the future of air travel Current 6 October 2022
CAP2486 Performance framework for airline accessibility Current 25 April 2023
CAP2491 Interim airport accessibility report (1 April to 31 October 2022) Current 13 December 2022
CAP2496 ATOL Reform: assessing the impacts of the options for reform – request for further information Current 24 January 2023
CAP2509 UK Aviation Consumer Survey Wave 11 (Autumn 2022) Final report Current 13 January 2023
CAP2512 ATOL reform: assessment of funding arrangements and the protection of customer money Current 24 January 2023
CAP2513 Joint letter from the Competition and Markets Authority and the Civil Aviation Authority to airport operators Current 26 January 2023
CAP2559 CAA Consumer Panel Annual Report for the year ended 31 March 2023 Current 29 June 2023
CAP2565 Airport accessibility report – 2022/23 Current 20 July 2023
CAP2575 Airline digital accessibility report 2023 Current 25 August 2023
CAP2575C Airline digital accessibility cover paper Current 25 August 2023
CAP2593 CAA Consumer Strategy Current 29 September 2023
CAP2594 Terms of Reference for the Independent Review of NATS (En Route) Plc’s flight planning sub-system failure on 28th August 2023 Current 6 October 2023
CAP2601 Consultation: UK Cost Sharing Flights: Advertising Current 2 November 2023
CAP2607 Call for Inputs: Independent Review of NATS (En Route) Plc’s Flight Planning System Failure on 28 August 2023 Current 16 November 2023
CAP2607A Update on panel members and panel biographies for the Independent Review of NATS (En Route) Plc’s Flight Planning System Failure on 28 August 2023 Current 28 November 2023
CPG3001 Deed of Indemnity (Personal Overtrading) - Standard ATOL Holders (or franchise member licensed for more than 1,000 passengers) Current 21 June 2022
CPG3002 Deed of Indemnity (Personal Overtrading) Small Business ATOL Holders (or franchise members licensed for 1,000 passengers or fewer) Current June 2022
CPG3020 Annual Licence Holder's Report Current 30 April 2012
CPG3021 Quarterly Licence Holder's Report Current 30 April 2012
CPG3022 Monthly Licence Holder's Report Current 30 April 2012
CPG3030A ATOL Annual Accountants Report Part 1 Current May 2017
CPG3030B ATOL Annual Accountants Report Part 2 Current May 2017
CPG3051 Air Travel Trust - Standard Bond Form Current 8 June 2023
CPG3052 Air Travel Trust - Joint Bond Form Current 8 June 2023
CPG3151 Priority Schedule (Standard Bonds) Current 10 February 2020
CPG3152 Priority Schedule (Joint Bonds) Current 10 February 2020
CPG3200 Application for a Foreign Registered Aircraft Permit - Ad-hoc or Charter Operations Current September 2020
CPG3200A Application to amend an existing Foreign Registered Aircraft Permit Current July 2019
CPG3201 Application for a Foreign Registered Aircraft Permit - Scheduled or Series Charter Operations Current September 2020
CPG3202 Application for a Foreign Registered Aircraft Permit - Aerial Work Operations Current 16 September 2020
ORS3 Official Record Series 3 - Air Travel Organisers' Licensing Current 27 May 2022
Accessibility Statement