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Contact us

Consumer Protection Group

+44 (0)333 103 6700
(9am to 5pm)
Consumer Protection Group
Civil Aviation Authority
CAA House
5th Floor
11 Westferry Circus,
London, E14 4HD.

Aviation House | Gatwick

0330 022 1500
Also for all out of hours emergencies
Aviation House
Gatwick Airport South
West Sussex, RH6 0YR

Press Office | London

0333 103 6000
Out of hours telephone - 07789 745 636
CAA House
45-59 Kingsway
London, WC2B 6TE

All correspondence should be sent to the above address, marked for the attention of the relevant department.


Advice on how to make a claim for a refund following the failure of an ATOL Holder and frequently asked questions about completing a claim can be found on our Claims pages.

Our claims department can be emailed at [email protected]. If you have a claims reference number please include this in the subject bar.


If you suspect a UK based business or person of trading in breach of the ATOL Regulations, you can inform us by email and we will consider this and may contact you if we require information.

Consumer advice

The CAA does not regulate the quality or service standards of ATOL holders. It is therefore not able to provide advice or assist customers in resolving disputes with ATOL holder. Advice and assistance in resolving a dispute should be obtained from:

Citizens Advice

08454 040506

The Trade Association ABTA

020 3117 0599

The Travel Trust Association

01483 545787

Each operate a handling service for complaints regarding their members. If you need help on how to resolve a dispute with a tour operator, retail agent, airline or airport, please refer to our Resolving travel problems pages.