CAA urges airlines to improve flight disruption communications: 90% of passengers don’t understand their rights
July 25, 2025
New research published by the UK Civil Aviation Authority reveals that the airline industry needs to enhance its communication with consumers during flight disruptions.
With passenger numbers expected to break records this summer at UK airports, surpassing the pre-pandemic 2019 figure of 23.8 million, the CAA finds that only one in ten passengers feels fully informed about their rights.
“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,” said Selina Chadha, Group Director for Consumers & Markets at the UK Civil Aviation Authority.
“When faced with disruption, passengers need to know what they are entitled to, and airlines need to give clear, timely information. Airlines that recognise the importance of good communication when something goes wrong can transform loyalty-damaging experiences into trust-building moments that reduce passenger distress.”
Key findings of the CAA flight disruption study
The CAA study found that:
- Nearly two-thirds of travellers were dissatisfied with communications.
- 57% of passengers felt that more detailed information during disruptions would have improved their experience.
- First notification is critical, with nearly half (45%) of passengers unhappy with how disruptions were initially communicated.
- 57% of passengers wanted more information during the disruption
- 56% wanted more frequent communication
- Only 34% of passengers were satisfied with updates from their airline.
- Passengers who are unhappy with their communications are more likely to claim compensation or reimbursement (36% of those dissatisfied with initial communications attempted to claim compensation, versus 27% of those satisfied).
- SMS text is the preferred channel for the first notification of delay for 64% of travellers (since it doesn’t require an internet connection, which many may not have).
- Although 92% of passengers check flight status before arriving at the airport, 41% find out about disruptions through airport speakers/boards.
- 7% of passengers experiencing a flight cancellation (not a delay) eventually cancelled their trip entirely.
Some information is more critical than others. When disruptions occur, passengers are concerned about uncertainty regarding next steps (37%), the impact on their travel plans (33%), and possible additional costs (36%).
Vulnerable passengers suffer greater stress
The CAA study also found that vulnerable passengers are especially exposed during disruption and may require greater levels of support in terms of communication.
The study found that:
- Disabled passengers are less satisfied with the way disruptions are initially communicated (28% versus 35%). During disruptions, they can also experience heightened distress due to a lack of information regarding planned special assistance.
- Those who are less digitally confident or vulnerable are most concerned about the impact of disruptions on their onward journeys. In addition, they are significantly more likely to worry about not knowing their options during disruptions.
- Passengers who are financially vulnerable experience heightened distress when unbudgeted expenditures are required, even if they may later be reimbursed. Financially vulnerable people are also more likely to be uncertain about next steps.
Where the CAA suggests airlines need to improve
The UK CAA recommends that airlines adopt an inclusive approach for all passengers, particularly at the initial notification stage.
“There is no one channel that meets all passenger needs, so for these important, time-critical messages, a multi-channel in-person and digital approach should be leveraged to account for channel preferences, varying levels of digital confidence, and accessibility barriers,” the report’s authors state.
Consistent messaging is crucial. Many passengers report inconsistencies with digital channels and in-person updates. The confusion may stop people from using self-serve options and instead put pressure on airport staff.
Airlines should also ask passengers about their preferred channel at the time of booking to ensure they receive the necessary information at the right time.
CAA report finds that airlines get some things right
Airlines which have provided “clear, timely and accessible communications” empowered passengers to find suitable resolutions. These passengers are reassured they are being taken care of during uncertain times.
The best practices by airlines include:
- Pro-active notification systems that give passengers time to adjust their plans
- Clear explanations without jargon
- Synchronised digital and in-person communications with consistent information
- Taking an empathetic approach even when the airline is not at fault for the disruption
- Regular status updates, even when there are no new developments
- Clear presentation of options such as rebooking, accommodation arrangements, or eligibility for reimbursement
- Personalised follow-ups that demonstrate an appreciation of their customers.
CAA airline disruption study responds to 2023 NATS air traffic control outage
The research is part of the regulator’s effort to improve industry communications with consumers during disruptions. It is a response to the recommendations of an independent review of the NATS air traffic control outage of 2023. An upcoming compliance programme will ensure that airlines meet their obligations to consumers during disruptions.
To assess consumers’ knowledge of their air travel rights, the CAA conducted a series of interviews and surveys between February 3 and April 3, 2025. The study examined “the pain and pressure points” of air travel through qualitative interviews with 60 participants across the UK.
The CAA gathered quantitative data from 2,105 survey respondents to assess their prior experiences with flight disruptions and their preferences for a future disruption.
