Civil Aviation Authority Reviews 

Very poor service, don’t set yourself deadlines if you can’t get anywhere near them. Only response you get are scripted emails with a different set of initials on the bottom. Clueless

Disappointed to say the least ! I was told that i would be paid my money back in 60 days now day 64 and still nothing and they have stopped answering Emails-Tweets and calls just ignoring people and leaving people who are depending on this money wondering what is going on as no updates or help when they was replying they simply copy and past the same standard message and say they cant check individual cases ,,,, whats the point of them being paid to not help you ...... I feel that i have been conned by them and discriminated against and Ignored

Still no refund after 60 days when i phoned was told i will have it by friday if not to phone back.
Saturday I phoned back to be they couldn't tell me anything
This has made me really ill it's the kids and lack of information.
Atol is quick enough to take my money for years on holidays booked but now it's time to pay out and give me my money back .
No one seems to no anything or wants to deal with it.
Currently on hold 1hr 10mins so far again this morning

Thomas Cook Atol Refunds Run By CAA.

What a disappointment.!!!
How are we supposed to have confidence in our Civil Aviation Authority.?
I submitted a claim on 7/10 when claims opened on a specially prepared form to assist Thomas Cook customers and waited 56 days ( claims were allegedly to be paid within 60 days)as I believe in giving people time and opportunity to do their job.
On 56th day through my own enquiries and without assistance from CAA discovered Protect Claims were dealing with my claim on behalf of CAA.
Phoned them on 2/12 and they told me I had to supply further information I.e.bank statements and thomas cook receipts but that my claim was still on course to be paid on 6/12(60th day).Sent all documentation that day.
Phoned on 4/12(58th day) and they confirmed they had it and still on course to be paid on 6/12.
Phoned lunch time 6/12 and was told still on course for that day and that they would give call handler a jag note.Tryed to phone again later that but no reply.
Surprise,Surprise no payment.
All through the phone conversations I had to wait at least 25mins and on nearly every call I was cut off before I got a reply.
Have tried again today 9/12 but can,t get through.
Why doesn't,t someone tell you the truth instead of keeping you dangling on the end of a string.
How can we have confidence in our CAA when we comply with everything requested and they assign representatives who are not capable of doing the job.
Saying it is because of the numbers is not an excuse when they knew what the numbers were.
EXTREMELY DISAPPOINTED.!!!!!

THOMAS COOK AND HORRENDOUS WAITING BY CAA. JUST PAY OUT Absolutely SICK OF THE EXCUSES. Delay tactics. Shame on you CAA don’t you think we are under enough stress having our holiday taken away. Stop cutting and pasting your answers have at least some compassion.

Poor service still waiting and the whole system a mess why they need to check extra information if you are ATOL protected still waiting for refund for my holiday it just beyond me why it takes them so long can't see the 60 days being kept asked for my claim handler to ring me this was not done never had a phone call as requested. And still waiting and any emails you send you don't get a straight response from them
They don't even respond to email correctly and I keep getting the same response all the time can't see my payment happening by the date it due

Thanks to CAA for repatriation flight. Just 4 hours after original flight.
This is the second time they have come to our rescue as we were in Gran Canaria when Monarch went bust. Well done Staff at CAA.

1st class service from all the team members that looked after the two of us at the airports to get us home safe and as quickly as possible.

I was travelling back home from Turkey on Wednesday as we originally was booked on a Thomas Cook flights that had been cancelled and we wanted to get back home to the UK South Wales. All the staff look after us from the moment they met us and couldn’t do enough for us and I would like to thank them all for all their hard work.

I don't think they are policing aviation adr So called resolution service, don't even reply or get in touch and the likes of Ryanair in resolving compensation claims, like these two companies the CAA didn't have the decency to reply to e mails. Totally frustrated after 18 months trying to claim legal compensation and expenses trying to get home after being dumped by Ryanair wih no way home for 10 days after flight cancelled

EXCELLENT. The few companies out there that actually do what they are meant to and GOOD.

We were on holiday when our airline (Monarch) went out of business. We heard nothing from monarch, however, the CAA were amazing. They sent regular updates reassuring us and when the time came they flew us home with another (much better) airline, free of charge and at the same time as our original flight. Very pleased!

Thank you for bringing my family home from their holiday after their airline monarch had gone bust. You brought them home with no disruption to their holiday at all. Thank you from the bottom of my heart.

16/Aug/18 : Apparently the court has now ruled that compensation is payable for missed connections outside the EU and Emirates may have been wrong in denying compensation solely on basis of missed connection in Dubai. Accordingly upgrading the rating of CAA
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Flight delay compensation under EC regulation 261/2004 is available for any flight originating in EU even for journey involving connecting flights, as long as passenger travelling on a single ticket. The rule also applies for missed connections due to late arrival of a previous flight. It is the delay in arrival at the final destination that matters, not the delay in individual legs of the flights.

What is not common knowledge is that the airport where the connecting flight is missed must also be in the EU, as I learnt at my expense.

I booked into an Emirates flight scheduled to depart from Gatwick on 13:35hrs to arrive at Dubai at 00:35hrs. Connecting Emirates flight (on the same ticket) scheduled departure 02:00 hrs. The flight from Gatwick took off 1 hr late, arrived in Dubai an hour late as well, consequently resulting in me missing the connecting flight from Dubai. I was booked into the next flight and arrived at final destination 13hrs later.

I complained to the airlines who apologized but also politely clarified that compensation under EC regulation 261/2004 is not available as the connecting flight from Dubai is not covered by the rules, and the starting flight from Gatwick arrived only an hour late.

I was surprised – because to a passenger it is only the delay in arriving at final destination that should matter (but it eventually turned out the airline was right after all, I managed to check from other sources).

I sent a query to CAA Passenger Advise and Complaints Team seeking clarification how the rule works and if all the connecting flights really need to depart from EU airports.
CAA apparently did not understand that I was only asking a question, but advised me register a complaint at their portal with full details of the journey. I obliged and received an acknowledgement (Case Ref 13759249) with an ETA of a response in 10 weeks time.

I received a Final Correspondence from CAA Complaints Team 5 months later, on 11/Nov/16 with a response
“We have contacted Emirates about your flight and asked them to reassess it…. However, we regret to inform you that your airline has not responded to us with the information we need… We are very sorry that, due to the lack of response from Emirates, we are unable to help you further in this matter… Based on that information and the airline’s non-response, the CAA’s opinion is that compensation would be payable in your case. However, the CAA is not able to impose this decision on Emirates…”

It looks even CAA is not aware of the scope of EC regulation 261/2004, let alone us passengers!