consumer rights act 2015 travel

The Consumer Rights Act 2015

Consumer advice.

If you need advice on consumer issues you can check our online advice .

About the Act

What is happening.

The Consumer Rights Act came into force on 1 October 2015. The law is now clearer and easier to understand, meaning that consumers can buy and businesses can sell to them with confidence. On the rare occasions when problems arise, disputes can now be sorted out more quickly and cheaply. Alternative Dispute Resolution, for example through an Ombudsman, offers a quicker and cheaper way of resolving disputes than going through the courts. The changes are relevant to all consumers and every business which sells directly to them.

UK consumers spend £90 billion a month. Transparent rights will help them to make better choices when they buy and save them time and money.

What do I need to know?

The Consumer Rights Act came into force on 1 October 2015 which meant from that date new consumer rights became law covering:

what should happen when goods are faulty;

what should happen when digital content is faulty;

how services should match up to what has been agreed, and what should happen when they do not, or when they are not provided with reasonable care and skill;

unfair terms in a contract;

what happens when a business is acting in a way which isn’t competitive;

written notice for routine inspections by public enforcers, such as Trading Standards; and

greater flexibility for public enforcers, such as Trading Standards, to respond to breaches of consumer law, such as seeking redress for consumers who have suffered harm.

Most of these changes were important updates to existing laws. But two new areas of law were also introduced.

For the first time rights on digital content have been set out in legislation. The Act gives consumers a clear right to the repair or replacement of faulty digital content, such as online film and games, music downloads and e-books. The law here had been unclear and this change has brought us up to date with how digital products have evolved.

There are now also new, clear rules for what should happen if a service is not provided with reasonable care and skill or as agreed. For example, the business that provided the service must bring it into line with what was agreed with the customer or, if this is not practical, must give some money back.

The Consumer Rights Act 2015 stands alongside Regulations to create a greatly simplified body of consumer law. Taken together, they set out the basic rules which govern how consumers buy and businesses sell to them in the UK.

And, what about Alternative Dispute Resolution?

Alternative Dispute Resolution is now available to all businesses to help when a dispute with a consumer cannot be settled directly. Before the Consumer Rights Act became law, this service had only been available in certain sectors. A business which is involved in a dispute will now need to make the consumer aware of a relevant certified Alternative Dispute Resolution provider. The business should also let the consumer know whether or not they are prepared to use the Alternative Dispute Resolution provider to deal with the dispute. However, a business does not have to use Alternative Dispute Resolution unless it operates in a sector where existing legislation makes it mandatory (for example, financial services).

What should I do?

The new laws mean you should be able to learn much more easily what your rights entitle you to and what they don’t. You should bear in mind your rights when you research purchases and when you decide between providers. You should be clear where to go for more information in advance of a purchase and what to do if a problem arises.

Citizens Advice is now the primary source of information and advice on these new laws for consumers through its Consumer Service. You can call our consumer helpline on 0808 223 1133 or you can talk to a Welsh-speaking adviser on 0808 223 1144 . The helplines are open Monday to Friday 9am to 5pm . They are not open on bank holidays. Alternatively you can e-mail us your consumer inquiry using the form on our website.

Questions and answers about new consumer laws

Questions and answers

Examples of using the new consumer laws

Practical examples

Summaries of your consumer rights

For digital content

For goods bought in a shop

For goods ordered at home

For services paid for in a shop

For services ordered at home

Consumer Rights Act 2015 and rail

02 May 2018

On October 1 2016, the Consumer Rights Act 2015 came into force for all passenger rail services. Until then, the relationship and contract between a passenger and train company was largely governed by the train companies’ uniform National Rail Conditions of Travel and these typically tried to limit compensation to cases of delay and cancellation.

In very broad terms the new act brings together lots of earlier legislation and reaffirms that:

• services must be provided with reasonable care and skill
• information provided to a consumer before making a purchase, whether oral or in writing, is binding where the consumer relies on it

Passengers have a new right to claim compensation for things that go wrong beyond train performance. To be successful, however, a passenger would have to demonstrate to the court that the train company was at fault and/or that they specifically chose to travel on that service or with that operator based on information that was provided to them by the operator.

While the Consumer Rights Act creates a right for passengers to claim, it does not make it mandatory for train companies to pay out – an operator can dispute the claim if it wishes. A passenger then has the right to take the operator to court.

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• Aviation passenger experience

Rail, aviation and maritime: applying the Consumer Rights Act

Download the full outcome.

Applying the Consumer Rights Act 2015 to the rail, aviation and maritime sectors

PDF , 337 KB , 18 pages

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Detail of outcome

Update 6 september 2016.

The government has decided that the Consumer Rights Act 2015 should apply in full to all transport services , including mainline passenger rail services, from 1 October 2016.

Outcome 7 July 2016

Formal government response to the consultation on exempting aviation, maritime and EU licensed rail passenger operators from 2 provisions of the Consumer Rights Act 2015, as they relate to transport operators’ liability for cancellations and delays to services. The response includes:

• government’s decision
• proposed next steps
• summary of responses received

Original consultation

Seeks views on a proposed exemption under certain provisions of the Consumer Rights Act 2015 for the rail, aviation and maritime sectors.

This consultation ran from 9:30am on 29 October 2015 to 11:45pm on 30 November 2015

Consultation description

The Department for Transport is proposing to seek an exemption under certain provisions of the Consumer Rights Act 2015 (services chapter) for the following sectors:

The exemption relates to compensation arrangements for customers when services are delayed or cancelled or in cases of denied boarding.

PDF , 5.44 MB , 39 pages

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The Consumer Rights Act 2015 should apply in full to all transport services from 1 October 2016.

Final outcome of consultation.

First published.

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ORR protects the interests of rail and road users. We are improving the safety, value, and performance of railways and roads, today and in the future.

National Rail Conditions of Travel and the Consumer Rights Act 2015 - Letter to train companies - 28 March 2018

Authored on 07 June 2018 Document PDF 43.17 KB Rail Consumer Consumer Law Download

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Protect Your Trip »

What to do if your flight is canceled.

Follow these steps in the event your flight is canceled.

Flight Canceled or Delayed? What to Do

Getty Images

Key Takeaways

• If your flight has been canceled, you are entitled to a full cash refund per federal law.
• Using the airline's app or calling an international airline number is often the quickest way to get help.
• The DOT Cancellation and Delay Dashboard shows what each major domestic airline will or will not provide in the event of a cancellation or delay.

If your flight has been canceled, read on for step-by-step instructions on how to rearrange your travel plans and/or claim compensation.

What to do if your flight is canceled

1. get on the airline's app – or make an international call.

First, pull up the airline's app on your phone. Most airline apps allow you to easily rebook your flight for free, provided you can supply your six-character reservation code. Getting in line to speak with an agent and calling the airline while you wait is also a good idea (albeit slower than using an app), and social media messaging, texting or WhatsApp may prove helpful. "During times of mass travel disruption, you should try all different avenues for getting help," says Nick Ewen, director of content at The Points Guy.

Ewen also recommends a lesser-known tactic: calling the airline's international numbers. Airlines have offices in Canada, Mexico, the U.K. and more. "While it can be costly, you can often get through to an agent more quickly," Ewen says.

Note that, depending on why your flight was canceled, finding seats on a new flight may alter your travel plans considerably.

2. Book a hotel

Next, determine if you need overnight accommodations. "If you were originally booked on the last flight of the night and there are no other options, grab a hotel room near the airport before they're all taken," Ewen advises.

3. Ask for a refund

If the airline cancels your flight or it's "significantly delayed" (a term currently defined on a case-by-case basis) and you're forced to change your travel plans, the Department of Transportation requires airlines to provide a full refund. Unfortunately, getting a refund can be a lengthy and frustrating process. Most airlines will instead offer a credit for future travel, but be wary of these, since they often come with limitations such as blackout and expiration dates.

When you're able to get a refund, note that it covers the total cost of airfare only and does not include other expenses associated with your trip.

If you believe you're entitled to a refund and the airline denies it to you, you can and should file a complaint with the DOT .

4. Reference the DOT Cancellation and Delay Dashboard

While you're entitled to a full refund, other flight cancellation policies may vary by airline. Go to the DOT's Cancellation and Delay Dashboard to see what each major airline will and will not offer in the event of a controllable cancellation.

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Travel tips, vacation ideas and more to make your next vacation stellar.

What to do if your flight is delayed

In the event your flight is delayed, airlines are not legally obligated to give you a refund unless the DOT determines the delay to be "significant." But here's what you can do:

Research other flights

Investigate what other flights on that airline are headed to your destination and ask an agent if they can get you on one of them (without charging change fees). Also be sure to look into what's available on other airlines: If your original airline doesn't have any flights available on your departure date, an agent may be able to book you on a flight with a different carrier at no additional cost to you. Note, however, that airlines are not legally required to do this.

Inquire about other compensation

If you've been stranded at the airport for several hours, check in with an agent and reference the Commitments for Controllable Delays section on the DOT's Cancellation and Delay Dashboard – regardless of whether you're able to get on another flight. Some airlines may provide amenities such as vouchers for meals or overnight accommodations.

Frequently Asked Questions

"The main causes for flight disruptions are bad weather, understaffed air traffic control, and factors within the airline’s control,"  says Katy Nastro, a spokesperson at Going.com, formerly Scott's Cheap Flights. She explains the following:

• Weather:  This is outside of the airline's control and is the single biggest reason for why we see flight disruptions. We saw this play out over the winter holidays in 2022, and even to some extent during the 2023 holiday season. Even if the weather is accurately predicted, it cannot be controlled, which means at times flight disruptions are unavoidable.
• Understaffed air traffic control:  The U.S. air travel industry has made strides in pilot hiring year over year, but when it comes to air traffic control, we are still down roughly 1,000 fewer air traffic controllers from a decade ago. New York metro area airports specifically have felt the brunt of this deficit, so much so that airlines were permitted to reduce schedules without penalty from the summer until the end of Q4 in 2023. At its lowest, the decrease in flights in the New York metro area resulted in about 11% fewer flights per day. With less trained staff, current air traffic controllers are stretched to the limit, and schedule reductions only temporarily solve this problem. Even with aggressive hiring efforts, training takes time and will not be a quick fix.

It's almost impossible to avoid canceled or delayed flights these days. But there are a few things you can do when booking flights to lessen your chances for travel disruptions.

Keep tabs on your aircraft: On your departure date, check your flight information before heading to the airport. You can keep a watchful eye on the flight's status – including the aircraft scheduled to operate your flight – using the airline's app or a third-party app such as FlightAware Flight Tracker (which also offers a website ), FlightRadar24 or TripIt Pro.

"As an example, if you're flying from Orlando to New York, and your plane is flying in from Chicago, the initial flight from Chicago to Orlando might be delayed (or canceled) before yours is," Ewen explains. "Airlines will try to find replacement aircraft in that case, but if you can identify a potential cancellation before it officially happens, you may be able to get rebooked ahead of the other 100-plus passengers on your flight."

Consider an alternate airport: When booking your flight, you may consider flying out of a different airport than the one you typically depart from. For example, a small regional airport with limited routes may mean less travel delays and hassle overall – or it may be worth driving further to another international airport for a nonstop flight to your destination rather than opting for a connecting flight close to home.

Fly in the morning: While flight disruptions are unpredictable, historically fewer cancellations and delays occur in the morning.

Avoid weekend travel: Fly on off-peak days like Tuesday or Wednesday. You'll often find cheaper flights on these days, too.

Opt for longer layovers: If you need to take more than one flight to reach your destination, book a flight with a longer layover to provide enough time to make your connecting flight. Keep in mind that at some airports you may need to go through security or customs for your connection. For longer journeys, you can reduce the risk of missing connecting flights by planning a city stopover. For example, Icelandair offers Iceland stopovers for no additional airfare.

Consider a credit card with travel protections: You don't need to be a frequent traveler to take advantage of credit card travel protections and perks. Here are a couple options to consider:

• Chase Sapphire Preferred :  This travel credit card ($95 annually) provides coverage for delays and cancellations when used to book flights. It also provides other travel protections such as delayed baggage coverage. "Even someone who travels just once or twice a year can still get phenomenal value from this card," Ewen says.
• American Express Platinum Card :  This card ($695 annually) offers travel insurance that reimburses some nonrefundable expenses like hotel accommodations, meals and other essentials as long as the trip was purchased using the card.

When choosing a travel credit card, you should also pay attention to other benefits. Even the most basic airline credit cards can offer travel perks like discounts on in-flight purchases and waived baggage fees, while premium travel credit cards (which require a higher annual fee) can include access to an airport lounge with food, drinks and Wi-Fi. Some also provide a concierge service to rebook flights or built-in trip insurance to cover unforeseen expenses.

Purchase travel insurance: If your credit card doesn't include travel protections, consider purchasing insurance with flight coverages – even a cheap travel policy can help protect your investment. Covered reasons include a travel carrier delay and loss or theft of travel documents, among other scenarios. If you're interested in purchasing a policy, you can browse the best travel insurance companies here .

Talk to a travel advisor: "Booking directly with your travel advisor provides more leverage and support if something goes wrong," explains Jessica Parker, founder of Trip Whisperer . "We can advocate for a better outcome should there be cancellations or hiccups in the itinerary."

Charlotte French, owner of Cavatica Luxury Travel , agrees, sharing this recent example: "My clients were booked on a nonstop United Flight from Tokyo (HND) to EWR (Newark) in business class, when it was canceled (due to technical issues). The clients were waiting in line to find other options for their return flight home; however, these were very limited. In parallel, I was able to speak to the United Airlines corporate desk (as a travel advisor) and was able to secure them in business class on a flight out of Tokyo the same day."

Avoid checking luggage: Travelers who only travel with a carry-on bag and/or personal item (such as a backpack or purse) that meet carry-on size restrictions will have the most flexibility in rebooking – and will also avoid the chance of lost luggage, another common issue. Some carriers will try to move checked luggage to a later flight for you and will make every effort to keep you and your belongings together. However, when airlines don't have interline agreements with other carriers, you'll have to allow enough time to retrieve and recheck your own luggage.

The number of canceled flights recently fell to its lowest rate in at least a decade — a welcome change for air travelers, especially following COVID-19-era travel disruptions.

Still, flight cancellations will always be inevitable, especially during the busy summer travel season. Summer 2024 is shaping up to be especially busy. "It was the busiest March on record for air travel according to the TSA," explains Nastro. "It also had the tenth busiest day on record, which is pretty significant since it is not a 'peak period' and is generally considered off-season in the Northern Hemisphere. If this trend continues, we are likely in for the busiest summer on record when it comes to air travel."

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43 Right to repair or replacement U.K.

(1) This section applies if the consumer has the right to repair or replacement.

(2) If the consumer requires the trader to repair or replace the digital content, the trader must—

(a) do so within a reasonable time and without significant inconvenience to the consumer; and

(b) bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).

(3) The consumer cannot require the trader to repair or replace the digital content if that remedy (the repair or the replacement)—

(a) is impossible, or

(b) is disproportionate compared to the other of those remedies.

(4) Either of those remedies is disproportionate compared to the other if it imposes costs on the trader which, compared to those imposed by the other, are unreasonable, taking into account—

(a) the value which the digital content would have if it conformed to the contract,

(b) the significance of the lack of conformity, and

(c) whether the other remedy could be effected without significant inconvenience to the consumer.

(5) Any question as to what is a reasonable time or significant inconvenience is to be determined taking account of—

(a) the nature of the digital content, and

(b) the purpose for which the digital content was obtained or accessed.

(6) A consumer who requires or agrees to the repair of digital content cannot require the trader to replace it without giving the trader a reasonable time to repair it (unless giving the trader that time would cause significant inconvenience to the consumer).

(7) A consumer who requires or agrees to the replacement of digital content cannot require the trader to repair it without giving the trader a reasonable time to replace it (unless giving the trader that time would cause significant inconvenience to the consumer).

(8) In this Chapter, “ repair ” in relation to digital content that does not conform to a contract, means making it conform.

Commencement Information

I1 S. 43 in force at 1.10.2015 by S.I. 2015/1630 , art. 3(a) (with art. 6(1) )

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