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UK CAA Opens UK261 Compliance Probe
UK regulator starts a targeted review to ensure airlines follow UK261 passenger-rights rules.
On 2 October 2025 the UK Civil Aviation Authority (CAA) announced a compliance programme to test whether airlines operating in the United Kingdom are meeting their obligations under UK261, the passenger-rights regulation covering compensation, delays and cancellations. The move follows a rise in complaints and heightened regulatory scrutiny of carrier practices.
The CAA said the programme will examine airlines’ procedures for refunding tickets, rerouting passengers, providing assistance during long delays, and paying compensation where required. If inspectors find breaches of UK261, the authority has signalled it may take enforcement action, including fines or formal compliance notices.
What the UK261 compliance probe will examine
The review will focus on how airlines implement the legal protections passengers expect: clear communication about rights, timely refunds, adequate care during disruptions, and fair compensation assessments. The CAA plans to sample records, review customer-facing guidance, and evaluate complaints-handling workflows across carriers.
- Transparency: airlines must give clear information on passenger rights under UK261 compliance.
- Refunds & rerouting: policies and timelines for offering refunds or alternative transport.
- Care during delays: provision of meals, accommodation and assistance for extended disruptions.
- Compensation payments: assessment processes and timeliness for eligible delay/cancellation claims.
The CAA’s programme is intended to be proportionate but robust: inspectors will compare airline practices against legal requirements and industry guidance. Carriers found non‑compliant could be required to change processes, compensate affected passengers, or face escalation to formal enforcement.
Passengers are advised to keep booking confirmations, receipts and any communications with airlines if they plan to make a complaint. While the CAA leads the review, individuals can still use existing complaints channels and may seek redress directly from carriers under UK261.
