American Airlines faces formal investigation by both UK and US authorities after passengers on flight AA91 from London Heathrow to Chicago O’Hare reported being misled about the cause of a major delay on July 28, 2025. The airline is accused of blaming air traffic control (ATC) to avoid paying compensation under UK261, even though maintenance records and passenger accounts point to a technical fault as the real reason for the delay.
As of August 5, 2025, the UK Civil Aviation Authority (CAA) and the US Department of Transportation (DOT) have launched inquiries into how American Airlines handled the delay and whether it followed passenger rights rules. The main issue is whether the airline tried to avoid paying compensation by saying the delay was caused by ATC restrictions, which are not covered by UK261, instead of admitting it was due to a maintenance problem.
Passenger Complaints and Evidence
Passengers on the affected American Airlines flight say they were told the delay was due to ATC problems at London Heathrow. However, several travelers and media outlets have obtained maintenance logs and crew statements showing that a technical issue with the aircraft caused the delay. One passenger shared, “We were told it was air traffic, but the crew later admitted there was a mechanical fault.” These reports have led to a wave of complaints and increased media attention.
Official Responses and Airline Position
The UK CAA has confirmed it is “actively reviewing the incident and American Airlines’ compliance with UK261 obligations,” stressing that “airlines must not misrepresent the cause of delays to avoid compensation.” The US DOT is working closely with UK authorities and has asked American Airlines for all internal communications and maintenance records related to the flight.
In response, American Airlines continues to insist that the delay was due to ATC ground stops and not a maintenance issue. The airline stated, “Compensation under Air Passenger Rights Regulations is not due when a delay is out of our control. We would never mislead our customers about the reason for a flight delay, cancellation or diversion.” Despite these claims, mounting evidence suggests otherwise.
Understanding UK261 and Passenger Rights
UK261 is the United Kingdom’s air passenger rights regulation, which replaced the EU261 rules after Brexit. Under UK261, airlines must pay compensation for delays over three hours unless the delay is caused by “extraordinary circumstances” like ATC restrictions or severe weather. Technical or maintenance problems are not usually considered extraordinary, so passengers are generally entitled to compensation in those cases.
The CAA has made it clear that “maintenance issues are not considered extraordinary circumstances under UK261,” and that “misrepresentation of delay causes is a serious breach subject to enforcement action.” This investigation is shining a light on possible gaps in how these rules are enforced and whether airlines are being honest with passengers.
What Passengers Should Do
If you were on American Airlines flight AA91 from London Heathrow to Chicago O’Hare on July 28, 2025, or on a similar flight affected by delays, here are some steps you can take:
- Keep all documents: Save your boarding pass, delay notifications, and any emails or texts from the airline.
- File a complaint: If you were denied compensation, you can file a formal complaint with the UK CAA at www.caa.co.uk or with the US DOT at www.transportation.gov/airconsumer. Be sure to reference your flight number and date.
- Seek legal help: Consumer rights groups are offering support and may help you join collective actions if compensation is not paid.
- Stay informed: Follow updates from the CAA, DOT, and trusted news sources for the latest on the investigation.
Expert Opinions and Industry Impact
Aviation law experts say this case shows weaknesses in how passenger rights are enforced. They argue that airlines should not be allowed to decide the cause of a delay without independent checks. Industry analysts warn that if American Airlines is found to have misled passengers, the company could face large fines, be forced to pay compensation, and suffer damage to its reputation.
Passenger advocacy groups are calling for stricter penalties and real-time reporting of delay causes. They want rules that make it harder for airlines to misclassify delays and avoid paying what they owe to travelers.
Investigation Process and Possible Outcomes
The CAA and DOT are now gathering evidence, including:
- Maintenance logs from the aircraft
- ATC records from London Heathrow
- Statements from passengers and crew
If the investigation finds that American Airlines misrepresented the cause of the delay, the airline could face:
- Large fines from regulators
- Mandatory compensation payouts to affected passengers
- Stricter rules and oversight in the future
Preliminary findings are expected by late August 2025. Regulators may also suggest new policies to improve how delay causes are reported and how compensation is enforced.
Background and Broader Context
This is not the first time airlines have been accused of hiding the real reason for delays. However, the amount of evidence and public attention in this case is unusual. UK261, which replaced EU261 after Brexit, keeps most of the same rules about compensation and what counts as “extraordinary circumstances.” Airlines have faced criticism before for not being clear with passengers, but this case could set a new standard for how such situations are handled.
Looking Ahead: What This Means for Travelers
The outcome of this investigation could lead to:
- Stricter enforcement of passenger rights
- Greater accountability for airlines flying to and from the United Kingdom 🇬🇧
- Possible new rules requiring independent checks on delay causes
- More compensation claims and potential class-action lawsuits if American Airlines is found at fault
Consumer groups expect more passengers to come forward and demand compensation if the investigation confirms the airline’s wrongdoing.
Key Facts at a Glance
- Flight: American Airlines AA91, London Heathrow to Chicago O’Hare, July 28, 2025
- Delay: 81 minutes (maintenance issue per logs; ATC per airline)
- Investigation: Ongoing by UK CAA and US DOT
- Passenger Rights: UK261 compensation likely due if maintenance is confirmed as the main cause
- Airline Position: Denies compensation, blames ATC
- Regulatory Response: Active investigation, possible fines and policy changes
For more information on your rights and how to file a complaint, visit the UK Civil Aviation Authority’s official passenger rights page.
As reported by VisaVerge.com, this case could set a new benchmark for how airlines report delays and treat passengers under UK261. Travelers are encouraged to stay alert, keep records, and use official channels to protect their rights. The final outcome may shape future travel experiences for everyone flying between the United Kingdom 🇬🇧 and the United States 🇺🇸.
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