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We have civil enforcement powers which stem from Part 8 of the Enterprise Act 2002. We can use these powers to seek undertakings from businesses if we believe they are breaching consumer law in a way that harms the collective interests of consumers.

An undertaking is an agreement that a business makes to address an enforcement authority’s (including the Civil Aviation Authority (CAA)) concerns. An undertaking can include enhanced consumer measures to address harm to consumers who have already suffered loss because of the suspected breaches.

The undertakings listed on this page have been provided to us, after investigation, because we believed there to have been a breach of consumer law. These undertakings have been provided voluntarily and without any admission of wrongdoing or liability.

Only a court can decide whether a breach has occurred.

Wizz Air - 26 July 2023



Date provided:

26 July 2023

Legislation:

Regulation 261/2004

Commitments:

To offer passengers whose flights have been cancelled the choice of re-routing under comparable transport conditions at the earliest opportunity, re-routing at a later date at the passenger’s convenience (subject to availability of seats) or reimbursement of the ticket price.

To reimburse passengers the cost of booking their own replacement flights under comparable conditions if Wizz Air does not offer re-routing as set out above.

To advise passengers of their full rights to re-routing under comparable transport conditions when it notifies them of the cancellation of their flight.

To cover the costs of transferring the passenger where that passenger is re-routed via alternative airports to another close-by destination agreed with the passenger.

To offer passengers the care required for denied boarding, cancellation or long delay, or reimburse passengers the costs they incur making their own care arrangements.

To review closed claims made to Wizz Air for replacement flight costs, the costs of transferring passengers, or care, as set out above for disruptions on flights scheduled to depart from or arrive into the UK on or after 18 March 2022 and reimburse passengers identified as eligible to a payment or an additional payment for the costs they have incurred (some exclusions apply).

To review closed claims at the request of the passenger for replacement flight costs, the costs of transferring passengers, or care, as set out above for disruptions on flights scheduled to depart from or arrive into the UK before 18 March 2022 but within the last 6 years and reimburse passengers identified as eligible to a payment or an additional payment for the costs they have incurred (some exclusions apply).

Close Wizz Air - 26 July 2023

Emirates - 29 March 2018



Date provided:

29 March 2018

Legislation:

Regulation 261/2004

Commitments:

To compensate passengers who arrive at their final destination at least three hours late due to a missed connection.

Close Emirates - 29 March 2018

Manchester Airport PLC - 20 March 2018



Date provided:

20 March 2018

Legislation:

Regulation 1107/2006

Date provided:

To develop a performance improvement plan to provide a high quality and consistent assistance service to disabled persons and persons with reduced mobility.

To consult the Civil Aviation Authority (CAA) and organisations and groups representing disabled people in developing the performance improvement plan.

To publish the performance improvement plan on its website prior to implementation.

To meet deadlines for publishing and submitting data.

Close Manchester Airport PLC - 20 March 2018

HDC Travel Ltd - 14 February 2018



Date provided:

14 February 2018

Legislation:

Consumer Protection from Unfair Trading Regulations 2008

Commitments:

To display information on the departure and arrival times of the outbound and return flights and whether the flight is direct or indirect.

To provide a link on the website for consumers to report holidays which are not available at the advertised price.

To put in place a process to monitor the accuracy of the prices of the advertised holidays.

To appoint a compliance manager.

Close HDC Travel Ltd - 14 February 2018

Singapore Airlines - 14 December 2017



Date provided:

14 December 2017

Legislation:

Regulation 261/2004     

Commitments:

To compensate passengers who arrive at their final destination at least three hours late due to a missed connection.

Close Singapore Airlines - 14 December 2017

American Airlines - 1 December 2017



Date provided:

1 December 2017           

Legislation:

Regulation 261/2004     

Commitments:

To compensate passengers who arrive at their final destination at least three hours late due to a missed connection.

Close American Airlines - 1 December 2017

Etihad Airways - 19 November 2017



Date provided:

19 November 2017

Legislation:

Regulation 261/2004     

Commitments:

To compensate passengers who arrive at their final destination at least three hours late due to a missed connection.

Close Etihad Airways - 19 November 2017

Ryanair DAC - 17 October 2017



Date provided:

17 October 2017

Legislation:

Regulation 261/2004

Commitments:

To re-contact all passengers affected by the flight cancellations announced on 116, 17 and 27 September 2017 and set out clearly their rights to choose a refund or a re-route.

To clarify to those consumers that a re-route can be on another airline when Ryanair flights are unavailable on the same or next day.

To reimburse reasonable out-of-pocket expenses to consumers which were incurred as a result of the cancelled flights.

Close Ryanair DAC - 17 October 2017

Icelolly Marketing Limited - 21 August 2017



Date provided:

21 August 2017

Legislation:

Consumer Protection from Unfair Trading Regulations 2008

Commitments:

To display at all times the final price, including all unavoidable taxes, fees and surcharges.

To provide clear and prominent information and credit card charges.

To display information on the departure and arrival times of the outbound and return flights, the name of the airline providing the flight and whether the flight is direct or indirect.

To provide information on the charges for hold baggage and transfers.

To provide information on whether the holiday is ATOL protected.

To provide a link on the website for consumers to report holidays which are not available at the advertised price.

To put in place a process to monitor the accuracy of the prices of the advertised holidays.

To appoint a compliance manager.

Close Icelolly Marketing Limited - 21 August 2017

LHR Airports Limited - 13 July 2017



Date provided:

13 July 2017

Legislation:

Regulation 1107/2006

The Civil Aviation (Access to Air Travel for Disabled Persons and Persons with Reduced Mobility) Regulations 2014

Comments:

The undertaking provided by LHR Airports Limited is made under The Civil Aviation (Access to Air Travel for Disabled Persons and Persons with Reduced Mobility) Regulations 2014 and not Part 8 of the Enterprise Act 2002.

Commitments:

To develop a performance improvement plan to provide a high quality and consistent assistance service to disabled persons and persons with reduced mobility.

To consult the Civil Aviation Authority (CAA) and organisations and groups representing disabled people in developing the performance improvement plan.

To publish the performance improvement plan on its website prior to implementation.

To implement a continuous assistance service and reduce waiting times for users of the service.

Close LHR Airports Limited - 13 July 2017

Teletext Limited - 27 June 2017



Date provided:

27 June 2017    

Legislation:

Consumer Protection from Unfair Trading Regulations 2008

Commitments:

To display at all times the final price, including all unavoidable taxes, fees and surcharges.

To provide clear and prominent information and credit card charges.

To display information on the departure and arrival times of the outbound and return flights, the name of the airline providing the flight and whether the flight is direct or indirect.

To provide information on the charges for hold baggage.

To provide a link on the website for consumers to report holidays which are not available at the advertised price.

To put in place a process to monitor the accuracy of the prices of the advertised holidays.

To appoint a compliance manager.

Close Teletext Limited - 27 June 2017

Turkish Airlines - 19 April 2017



Date provided:

19 April 2017    

Legislation:

Regulation 261/2004     

Commitments:

To compensate passengers who arrive at their final destination at least 3 hours late due to a missed connection.

Close Turkish Airlines - 19 April 2017

Vueling Airlines SA - 10 March 2017



Date provided:

10 March 2017

Legislation:

Regulation 261/2004

Commitments:

To provide information about their rights to passengers delayed by more than two hours.

To provide care and assistance to passengers delayed by more than two hours.

To appoint a compliance manager.

Close Vueling Airlines SA - 10 March 2017

British Airways plc - 29 July 2016



Date provided:

29 July 2016

Legislation:

Regulation 261/2004

Commitments:

To provide information about their rights to passengers delayed by more than two hours.

Close British Airways plc - 29 July 2016

Opodo Ltd - 29 June 2016



Date provided:

29 June 2016

Legislation:

Regulation 1008/2008

Consumer Protection from Unfair Trading Regulations 2008

The Consumer Rights (Payments Surcharges) Regulations 2012

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

The Consumer Rights Act 2015

Commitments:

The price display on the first page of the website booking process will show a single price that is achievable for consumers paying by a debit card.

Google AdWords results will make it clear that the consumer is dealing with Opodo.

Website landing pages will make it clear that the consumer is dealing with Opodo.

Close Opodo Ltd - 29 June 2016

Vacaciones eDreams SL - 29 June 2016



Date provided:

29 June 2016

Legislation:

Regulation 1008/2008

Consumer Protection from Unfair Trading Regulations 2008

The Consumer Rights (Payments Surcharges) Regulations 2012

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

The Consumer Rights Act 2015

Commitments:

The price display on the first page of the website booking process will show a single price that is achievable for consumers paying by a debit card.

Google AdWords results will make it clear that the consumer is dealing with eDreams.

Website landing pages will make it clear that the consumer is dealing with eDreams.

Close Vacaciones eDreams SL - 29 June 2016

Ryanair Limited - 29 October 2015



Date provided:

29 October 2015

Legislation:

Regulation 261/2004

Commitments:

To compensate passengers for long delays and cancellations caused by technical faults on an aircraft.

To apply a six year claims limitation period.

Close Ryanair Limited - 29 October 2015

Jet2.com Limited - 7 July 2015



Date provided:

7 July 2015

Legislation:

Regulation 261/2004

Commitments:

To compensate passengers for long delays and cancellations caused by technical faults on an aircraft.

To apply a six year claims limitation period.

To provide information about their rights to passengers delayed by more than two hours.

Close Jet2.com Limited - 7 July 2015

Aer Lingus Limited - 26 June 2015



Date provided:

26 June 2015

Legislation:

Regulation 261/2004

Commitments:

To provide information about their rights to passengers delayed by more than two hours.

Close Aer Lingus Limited - 26 June 2015

Opodo Ltd - 2 October 2014



Date provided:

2 October 2014

Legislation:

Regulation 1008/2008

Consumer Protection from Unfair Trading Regulations 2008

The Consumer Rights (Payments Surcharges) Regulations 2012

Commitments:

To display at all times the final price, including all unavoidable taxes, fees and surcharges.

To provide optional items on an opt-in basis.

To provide clear and prominent information and credit card charges.

Close Opodo Ltd - 2 October 2014

Vacaciones eDreams - 2 October 2014



Date provided:

2 October 2014

Legislation:

Regulation 1008/2008

Consumer Protection from Unfair Trading Regulations 2008

The Consumer Rights (Payments Surcharges) Regulations 2012

Commitments:

To display at all times the final price, including all unavoidable taxes, fees and surcharges.

To provide optional items on an opt-in basis.

To provide clear and prominent information and credit card charges.

Close Vacaciones eDreams - 2 October 2014

Jet2 Holidays Ltd - 8 July 2014



Date provided:

8 July 2014

Legislation:

Consumer Protection from Unfair Trading Regulations 2008

Commitments:

To provide clear and prominent information and credit card charges.

Close Jet2 Holidays Ltd - 8 July 2014

On The Beach Ltd - 17 June 2014



Date provided:

17 June 2014

Legislation:

Consumer Protection from Unfair Trading Regulations 2008

Commitments:

To display at all times the final price, including all unavoidable taxes, fees and surcharges.

Close On The Beach Ltd - 17 June 2014

Travel Republic Ltd - 17 June 2014



Date provided:

17 June 2014

Legislation:

Consumer Protection from Unfair Trading Regulations 2008

The Consumer Rights (Payments Surcharges) Regulations 2012

Regulation 2111/2005

Commitments:

To provide optional items on an opt-in basis.

To provide clear and prominent information and credit card charges

To inform passengers of the identity of the air carrier.

Close Travel Republic Ltd - 17 June 2014

Thomas Cook Retail Ltd - 27 May 2014



Date provided:

27 May 2014

Legislation:

Consumer Protection from Unfair Trading Regulations 2008

Commitments:

To provide optional items on an opt-in basis.

Close Thomas Cook Retail Ltd - 27 May 2014

Expedia Inc - 27 March 2014



Date provided:

27 March 2014

Legislation:

Regulation 1008/2008

Consumer Protection from Unfair Trading Regulations 2008

Commitments:

To display at all times the final price, including all unavoidable taxes, fees and surcharges.

To provide optional items on an opt-in basis.

To provide clear and prominent information and credit card charges.

Close Expedia Inc - 27 March 2014

Cosmos Holidays Ltd - 17 January 2014



Date provided:

17 January 2014

Legislation:

Regulation 1008/2008

Consumer Protection from Unfair Trading Regulations 2008

Commitments:

To provide optional items on an opt-in basis.

Close Cosmos Holidays Ltd - 17 January 2014

Travelworld Vacations Ltd t/a Olympic Holidays -29 August 2013



Date provided:

29 August 2013

Legislation:

Regulation 1008/2008

Consumer Protection from Unfair Trading Regulations 2008

Commitments:

To display at all times the final price, including all unavoidable taxes, fees and surcharges.

To provide optional items on an opt-in basis.

To provide clear and prominent information and credit card charges.

Close Travelworld Vacations Ltd t/a Olympic Holidays -29 August 2013

TUI UK Ltd - 26 March 2013



Date provided:

26 March 2013

Legislation:

Consumer Protection from Unfair Trading Regulations 2008

Commitments:

To provide optional items on an opt-in basis.

Close TUI UK Ltd - 26 March 2013

Air India Limited - 5 February 2013



Date provided:

5 February 2013

Legislation:

Regulation 261/2004

Commitments:

To provide information, care and assistance, re-routing and, where relevant, compensation to passengers affected by cancellation or long delay.

Close Air India Limited - 5 February 2013

Open Joint Stock Company Aeroflot Russian Airlines - 24 April 2012



Date provided:

24 April 2012

Legislation:

Regulation 261/2004

Commitments:

To comply with the Regulation for flights departing from the UK.

Close Open Joint Stock Company Aeroflot Russian Airlines - 24 April 2012

Eastern Airways - 1 December 2011



Date provided:

1 December 2011

Legislation:

Regulation 1008/2008

Commitments:

To display at all times the final price, including all unavoidable taxes, fees and surcharges.

Close Eastern Airways - 1 December 2011

Jet2.com Limited - 22 February 2011



Date provided:

22 February 2011

Legislation:

Regulation 1008/2008

Commitments:

To display at all times the final price, including all unavoidable taxes, fees and surcharges.

To provide a breakdown of taxes, fees and charges.

To provide optional items on an opt-in basis.

Close Jet2.com Limited - 22 February 2011

Ryanair Limited - 9 February 2011



Date provided:

9 February 2011

Legislation:

Regulation 1008/2008

Commitments:

To display at all times the final price, including all unavoidable taxes, fees and surcharges.

Close Ryanair Limited - 9 February 2011