DfT call for evidence on the Effectiveness and Efficiency of the CAA - Which? response

Which? welcomes the opportunity to respond to the Department for Transport’s call for evidence on the Effectiveness and Efficiency of the Civil Aviation Authority (CAA). For a number of years, Which? has been urging the government to strengthen the consumer rights framework in aviation as we believe that consumers need a strong and effective enforcement system with regulators that have the right set of tools and resources to use their powers effectively and swiftly. 

Following years of unprecedented strain and chaos for passengers, it is vital that the government’s strategy to aid the recovery of the aviation sector delivers reforms that boost consumer confidence in this market. Recent research from Which? shows that consumer confidence in airlines is low, which is unsurprising given the disruption experienced by travellers over the past few years. This new evidence highlights the importance of raising standards in the industry to ensure travellers can book with confidence, and have trust in the businesses that serve them.

To restore confidence in this sector, the government should strengthen the public enforcement system and deliver a fair and coherent approach to consumer rights in this sector by bringing forward legislation that will grant the CAA administrative fining powers for breaches of consumer law.