Only 10% of UK air passengers feel fully informed about their rights during flight disruptions, according to new research from the UK Civil Aviation Authority (CAA) published on July 25, 2025. This comes as UK airports prepare for a record-breaking summer, with passenger numbers expected to exceed the 2019 pre-pandemic high of 23.8 million.
The CAA’s findings reveal a major gap between what passengers expect and the information airlines provide when flights are delayed or cancelled. Nearly two-thirds of passengers say they are dissatisfied with airline communication during disruptions, while 57% believe their experience would improve if airlines gave clearer details. The research also shows that 45% of passengers are unhappy with how they first learn about a disruption, and only 34% are satisfied with how often they receive updates.
To address these concerns, the UK Civil Aviation Authority has launched a new program to improve how airlines communicate with passengers. This includes publishing easy-to-understand guides on social media and starting a compliance programme to make sure airlines meet their legal duties during flight disruptions. The CAA has also issued 12 key recommendations, such as giving clear reasons for delays, providing updates at least every 30 minutes, and using multiple ways to reach passengers, like SMS, email, and in-person announcements.
Selina Chadha, CAA Group Director for Consumers and Markets, said, “Flight disruption is often unavoidable in the complex global aviation system, but what our research shows is that there is a clear gap in what passengers expect from airlines, and what is currently being delivered. When faced with disruption, passengers need to know what they are entitled to, and airlines need to give clear, timely information.”
Passengers overwhelmingly prefer to receive updates by SMS, with 64% saying it is the most reliable method, especially when internet access is limited. However, many still learn about disruptions through airport speakers or boards. The research also found that poor communication leads to more compensation claims—36% of dissatisfied passengers seek compensation, compared to 27% of those who are satisfied.
The CAA’s new compliance programme, set to launch this summer, will monitor how well airlines follow these rules. If airlines fail to meet standards, the CAA may propose new regulations or penalties. This initiative follows the 2023 air traffic control outage, which exposed big problems in how passengers were informed during major disruptions.
For passengers, the CAA recommends several steps during flight disruptions:
– Check flight status before leaving for the airport
– Expect early and clear notification of any disruption
– Look for updates at least every 30 minutes
– Know your rights to care, rerouting, refunds, and compensation
– Use the CAA’s official guides and contact channels for help
Passengers can find official guidance and claim forms on the CAA’s website. For direct help, they can email [email protected] or call +44 (0) 333 022 1500.
As reported by VisaVerge.com, experts agree that better communication is key to building passenger trust, especially as UK airports face their busiest summer ever. The CAA’s ongoing work aims to ensure all travelers get the information and support they need during flight disruptions.
Learn Today
UK Civil Aviation Authority (CAA) → UK government agency regulating aviation safety and enforcing airline passenger rights in the UK.
Flight Disruptions → Delays, cancellations, or interruptions affecting scheduled air travel caused by various operational or external factors.
Compliance Programme → A CAA initiative to ensure airlines meet legal duties in communicating effectively during flight disruptions.
Passenger Rights → Legal entitlements for care, rerouting, refunds, and compensation when flights are delayed or cancelled.
SMS Updates → Text message notifications sent to passengers providing timely information about flight status and disruptions.
This Article in a Nutshell
UK air passengers are poorly informed about their rights during disruptions, with only 10% fully aware. The CAA’s new compliance program and clear guides aim to improve communication, ensuring airlines update customers frequently, especially via SMS, to enhance trust during the busiest summer ever at UK airports.
— By VisaVerge.com
