Plane tickets
Booking a flight means trusting a company with your money and your travel plans. Many people want a refund or rebooking without a long fight when a flight changes.
Plane tickets companies
60 companies
About Plane tickets
Plane tickets cover the sale of flights on scheduled airlines, charter services and low-cost carriers, along with tickets sold for single journeys and return trips. The category also takes in tickets bought through fare comparison sites, online travel agents and the airlines' own websites. Customers reach these companies through direct booking on airline apps, third-party aggregators that show fares from many carriers at once, and travel agents who sell packaged or customised itineraries.
The market is shaped by the Civil Aviation Authority, which licenses UK airlines and sets rules on passenger rights, compensation for delays and cancellations, and the financial protection that applies to flight-only sales. Airlines flying from the UK must also meet standards set by the Air Passenger Rights framework and the wider regulations governing air transport. Travel agents and tour operators selling flights fall under the Air Travel Organisers' Licensing scheme, which requires a licence and provides protection if a company fails.
Competition between carriers and online sellers is intense, with prices and terms changing frequently across the sector. Consumers buying through intermediaries receive different protections from those buying directly from an airline, which shapes how the market is structured.
Questions about Plane tickets
How do I choose a plane ticket seller I can trust?
Check whether the seller is an airline, a licensed travel agent or an online booking platform, and confirm it is authorised by the Civil Aviation Authority if it sells flights as an agent or package. Look for ATOL protection on flight-inclusive packages, which the CAA administers, and check the company's details on the CAA's ATOL register before paying.
Is it safer to book flights directly with the airline or through a third party?
Booking directly with the airline means your contract is with the carrier, which makes disputes over changes or cancellations simpler to pursue. A third-party booking can be lawful and sometimes cheaper, but you must check who holds your contract and whether the seller is covered by ATOL or a payment protection scheme.
Which card should I use to pay for flights?
Paying by credit card for purchases between £100 and £30,000 gives you protection under section 75 of the Consumer Credit Act 1974, as the card issuer is jointly liable with the seller. Paying by debit card or a credit card through a platform can offer chargeback rights under the card scheme rules, which your bank can use if the airline or seller does not deliver the service.
What rights do I have if my flight is cancelled?
Under UK261, which applies to flights departing the UK and to UK-based airlines' flights from outside the UK, you can claim a refund or re-routing if your flight is cancelled. You may also be entitled to fixed compensation under the same regulation if the cancellation was not notified at least two weeks before departure and you were not offered an acceptable alternative.
Can I cancel a flight ticket and get my money back?
If the airline cancels or significantly changes your flight, you are entitled to a full refund of the unused ticket under UK261, even if the fare is non-refundable. If you cancel yourself, the refund depends on the fare conditions, and the Consumer Rights Act 2015 requires the seller to state these terms clearly before you buy.
What happens if my flight is delayed or I miss a connection?
For a delay of three hours or more at arrival on a covered flight, you can claim compensation under UK261 of up to £520 depending on the distance flown, provided the delay was within the airline's control. If the delay leaves you needing hotel accommodation or meals, the airline must provide care such as food, drink and communication while you wait.
Who do I complain to if the airline or seller does not sort out my problem?
Raise the complaint in writing with the airline or seller first and allow eight weeks for a response, as the Civil Aviation Authority and the courts expect this step. If you are not satisfied, refer the matter to an ADR scheme such as the Civil Aviation Authority's aviation ADR service, or to the Alternative Dispute Resolution provider approved for the seller, and take the claim to small claims court if needed.
Does ATOL protection cover every plane ticket?
No, ATOL protection applies to flight-inclusive package holidays and some flight-only sales made by ATOL holders, but not to a standalone flight bought directly from an airline. If your booking is ATOL protected, you will receive an ATOL certificate listing the protected arrangements, and this is the document to keep in case the company fails.
What should I look for in reviews of plane ticket companies?
Read reviews that describe specific issues such as cancellations, refund timescales, baggage disputes or how the company responded, rather than general praise or criticism. Check the dates and the spread of reviews, and be cautious where reviews are very similar in wording or where a company only receives extreme ratings.
Do I have a right to change my mind after booking flights online?
Under the Consumer Contracts Regulations 2013, you have a 14-day cooling-off right for distance contracts bought online, but this does not apply to travel services with a set date such as flights. Some airlines and sellers do offer a short cancellation window, so check the terms at checkout and keep a copy of the confirmation.
What should I do if I am charged extra fees after booking?
Under the Consumer Rights Act 2015, the price you are shown must include all compulsory charges, so any extra fee that was not disclosed at the start can be challenged. Keep screenshots of the booking page and the confirmation, then request a refund in writing and, if refused, escalate to the card issuer or an ADR scheme.
How do I claim if my baggage is lost or damaged on a flight?
Report the loss or damage to the airline at the airport before leaving the arrivals hall, as the Montreal Convention and UK rules set a short deadline of seven days for damaged bags and 21 days for delayed bags. Keep receipts for essential items you buy while waiting, as the airline can be liable for reasonable costs under the Montreal Convention if the bag is not returned.