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The CAA adjudicates disputes between passengers and airlines over delays, cancelations, lost or damaged luggage and compensation requests.
Previously, passengers who complained to airlines and were unhappy with the outcome of their case could pursue the matter with the CAA, who would then mediate with airlines on customers’ behalf.

But as the service is reduced, airlines are registering with alternative dispute resolution (ADR) schemes. Some of these services charge customers if their claim is unsuccessful.

One of these firms – the Centre for Effective Dispute Resolution – charges £25 for unsuccessful claims and registered users include British Airways, easyJet, Thomas Cook and cruise company TUI.

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