Seven years as a critical friend to the CAA - what good regulatory engagement looks like

After seven years as a member of the Civil Aviation Authority's Consumer Panel, my appointment came to an end in March 2026.

The Consumer Panel is an independent body that acts as a critical friend to the CAA, advising on matters affecting aviation consumers. Its work spans airline insolvency and passenger rights, airport economic regulation, accessibility, and the development of price control frameworks for Heathrow and NATS. The breadth is wider than it might sound - over seven years the panel engaged substantively with ATOL reform, the CAA's consumer strategy, alternative dispute resolution, the development of H8 and NR28, and the early stages of the CAA's work on advanced air mobility and artificial intelligence.

What struck me consistently was how seriously the CAA took the panel's role. At every quarterly meeting, without exception, the Chair and Chief Executive gave the panel a dedicated update and stayed to discuss it. Senior figures from the markets and consumer teams were regular presences. But beyond the formal meetings, what impressed me most was the frequency with which CAA teams came to the panel early - before positions had hardened - to explore and get guidance on the consumer dimension of their work. That is a different thing from treating a consumer panel as a compliance requirement, and it is not as common as it should be. I can say that from experience, having sat on the other side of the table when I was responsible for setting price controls at Ofcom in the mid-2000s.

I am grateful to the CAA for the opportunity, and to Jenny Willott, who chaired the panel throughout my time on it, and to my fellow panel members for seven years of collegial and substantive work.