Disrupted flights leave majority of travelers in the dark about their rights, new study finds
The UK Civil Aviation Authority (CAA) has released a new research report, highlighting a critical need for airlines to improve their communication with passengers during flight disruptions [1][3]. The findings reveal that only 10% of passengers feel fully informed about their rights during such situations, indicating a significant gap between passenger expectations and current practices.
The report outlines key communication preferences that passengers value, including:
- Proactive notifications: Passengers appreciate advance warnings that allow them to adjust their plans accordingly.
- Clear, jargon-free explanations: Explanations about the disruption and passengers' rights should be straightforward and easy to understand.
- Consistent communication across channels: Digital and in-person information should align, ensuring a seamless experience for passengers.
- Regular status updates: Even if no new developments occur, regular updates help reassure passengers.
- Empathy: A compassionate tone, showing understanding and care, is appreciated, even when the airline is not at fault.
- Clear presentation of options: Information about rebooking, accommodation, or reimbursement eligibility should be clear and easy to understand.
- Personalized follow-ups: Acknowledgement and support for affected passengers through personalized follow-ups can help build trust.
The research, conducted with over 2,100 respondents and 60 in-depth interview participants, reflects recommendations following the 2023 NATS air traffic control outage [3].
As the UK prepares for its busiest summer holiday period ever, with more passengers passing through airports than in 2019, the need for improved communication is more pressing than ever. The research is the first stage of a work program aimed at improving industry communications and ensuring passengers know their rights.
In addition to improved communication, there are calls for standardized, accessible information about assistance services and flight policies. The 'One Click' standard, for example, could be used to make key details such as booking assistance, medical requirements, and rights easily accessible [4].
By prioritizing good communication during disruptions, airlines can turn negative experiences into trust-building moments. In fact, the research shows that nearly 1 in 10 (7%) of passengers who experienced a flight cancellation ended up cancelling their trip entirely.
As the industry works to improve communication, passengers can also help by checking their flight status before arriving at the airport and being aware of their rights under UK261 legislation [2]. Under this legislation, airlines have a legal responsibility to look after passengers when their flight is disrupted, providing refreshments, rerouting, refunds, and financial compensation under certain conditions.
An upcoming compliance program will ensure that airlines are meeting their obligations to consumers during disruption, while a 'Know Before You Go' campaign reminds passengers of their rights and offers help if their flight is disrupted through a series of short, animated videos available online and on social media [5].
In conclusion, consumers prioritize timely, clear, consistent, empathetic, and accessible communications during flight disruptions, paired with regular updates and understandable options to best manage their travel plans and know their rights. By addressing these needs, airlines can build trust with passengers and create a more positive flying experience for all.
References:
[1] UK Civil Aviation Authority (CAA). (2025). Understanding Passenger Communication Preferences During Flight Disruptions. Retrieved from www.caa.co.uk/Passengers
[2] UK Department for Transport. (2022). UK261: Flight Disruptions Regulation. Retrieved from www.gov.uk/uk-261-flight-disruptions-regulation
[3] UK Civil Aviation Authority (CAA). (2025). Research Report: Passenger Communication Preferences During Flight Disruptions. Retrieved from www.caa.co.uk/Research
[4] International Air Transport Association (IATA). (2023). One Click: A Standard for Accessible Information. Retrieved from www.iata.org/OneClick
[5] UK Civil Aviation Authority (CAA). (2025). Know Before You Go: Flight Disruptions Campaign. Retrieved from www.caa.co.uk/KnowBeforeYouGo
- The UK Civil Aviation Authority (CAA) has identified a critical need for airlines to improve their communication with passengers during flight disruptions, with only 10% of passengers feeling fully informed about their rights.
- Effective communication includes proactive notifications, clear explanations, consistent communication across channels, regular status updates, empathy, clear presentation of options, and personalized follow-ups.
- The research, conducted with over 2,100 respondents, reflects recommendations following the 2023 NATS air traffic control outage.
- As the UK prepares for its busiest summer holiday period ever, the need for improved communication is more pressing than ever.
- Standardized, accessible information about assistance services and flight policies, like the 'One Click' standard, could help improve industry communications.
- By prioritizing good communication during disruptions, airlines can turn negative experiences into trust-building moments and increase passenger retention.
- Passengers can also help by checking their flight status before arriving at the airport and being aware of their rights under UK261 legislation.
