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Passenger compensation claims against airlines are resulting in millions of pounds being paid out each year, often only after initial refusals are challenged and escalated to independent adjudicators. Consumer advocates argue that airlines sometimes attempt to discourage passengers from pursuing valid claims for significant flight delays or cancellations by providing confusing or incomplete information.
According to data from the Civil Aviation Authority (CAA), nearly £11 million was awarded to passengers within the year leading up to October 2025 following complaints that were initially rejected or unresolved by airlines. Customers have reported feeling misled by airline responses, stating that companies often use complicated language to dissuade claimants. Airlines UK, representing the industry, responded by emphasizing their commitment to customer service and pointed out that recent surveys indicate passenger satisfaction is at its highest since 2019.
British Airways (BA) accounted for the bulk of compensation payments, distributing £6.9 million to passengers whose claims it had originally declined or not settled. Of 10,679 complaints made against BA, an independent adjudicator upheld 81% in the passengers’ favor. Other airlines paying substantial compensation included Wizz Air with £1.7 million, Ryanair with £1.68 million, and EasyJet with £371,000 during the same timeframe. The CAA’s figures are based on cases handled primarily by the UK’s two largest dispute resolution bodies: Consumer Dispute Resolution Limited (CDRL) and the Centre for Effective Dispute Resolution (CEDR).
Passengers describe frustration with airlines’ explanations for flight disruptions. Consumer advocate Graeme Bowd highlighted that BA often cites reasons like adverse weather or air traffic control restrictions, which on closer examination are frequently found to lack validity. He explained, “I think the general principle is that they don’t expect everybody to claim. For those that do, if they can be fobbed off and frustrated for long enough, most of them will give up.” Cases like Laurie Watson’s demonstrate this dynamic. After his flight home from Athens was cancelled and BA initially denied compensation citing weather issues, a review by CEDR found no convincing evidence to support the airline’s claim, resulting in a £700 payout. Watson remarked on the complexity of the airline’s communication, saying, “They’re trying to confuse you, I think, and make you drop the claim.”
Another passenger, Heather Follows, experienced a flight cancellation with BA attributed to an engine fault. Skeptical, she felt the explanation was part of a regular tactic to cancel flights deemed unviable. Her complaint revealed that BA had known about the defect for several years and had not taken reasonable steps to prevent cancellation. Consequently, BA was ordered to compensate Heather £1,560. In response to these cases, BA stated that they diligently process valid claims and seek to resolve issues promptly, while attributing most disruptions to uncontrollable factors such as weather or air traffic control constraints. EasyJet also emphasized their commitment to handling disruptions responsibly and ensuring passengers receive proper support
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