GovWire

The Competition and Markets Authority (CMA) and Civil Aviation Authority (CAA) have written a joint open letter to airlines about their practices and processes regarding flight cancellations and reimbursements, and to remind airlines of their obligations particularly under general consumer protection law.

This letter sets out our concerns that some airlines may not be doing everything they could to avoid engaging in one or more harmful practices and provides guidance to airlines to ensure they are complying with consumer law and treating consumers fairly.

A copy of this letter will also be sent directly to airlines.