Over £5.3 million in compensation paid by airlines through the CAA since 2021
- A total of 18,397 passenger complaints were submitted to the Civil Aviation Authority between January 2021 and July 2025. Almost half (46%) of them were due to flight delays.
- Jet2 tops the list of airlines with the most passenger complaints, with 2,467 cases raised between January 2021 and July 2025, followed by Qatar Airways (1,581) and Vueling (1,141).
- Nearly half (46%) of complaints taken up by the CAA between 2021-2025 were upheld in favour of the passenger, compared to 16% in favour of the airline.
- Most common reasons for complaints are regarding flight disruptions, with 75% of claims related to delays or cancellations.
- Further research shows, of those who have made a claim, more than 1 in 3 (37%) reported losing more than £700 in additional costs. Yet passengers only received an average up to £365 in compensation.
- In response, Confused.com has launched an airline delay compensation tool, allowing passengers to understand their rights, by calculating if and how much they could be entitled to in compensation.
Airline passenger complaints have surged in recent years, with thousands turning to the aviation regulator for support. Complaints to the Civil Aviation Authority (CAA) have increased by an average of 33% each year between 2021 and 2024. This signals the growing cracks in customer confidence across the sector.(1)
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In total, 18,397 passenger complaints were submitted to the aviation regulator between January 2021 and July 2025. From delayed compensation payments to last-minute cancellations, travellers are increasingly voicing their dissatisfaction and asking the regulator to step in. And since 2021, airlines have paid out more than £5.3 million in compensation through the CAA process alone, with certain annual payouts exceeding £1 million.
That’s according to new figures obtained by Confused.com, under a Freedom of Information (FOI) request to the CAA, to reveal passenger dissatisfaction with some airlines. The CAA can become involved in a compensation claim if a passenger makes a claim directly to an airline that’s rejected. After this, they have the ability to bring the case to the CAA. The CAA review the claim, and if they agree that the airline incorrectly rejected the claim, they take your case on and argue it for you.(2)
The airline with the highest number of complaints was Jet2, with 2,467 cases raised between this period. Yet the airline has recently earned high praise in Europe, winning Best Airline at the 2025 Routes Europe Awards for the second year in a row.(3)
Qatar Airways followed Jet2 in complaint numbers, receiving 1,581 cases submitted to the CAA over the same timeframe. This comes despite Qatar’s global acclaim, including being named the World’s Best Airline at Skytrax for a record-setting ninth time this year.(4)
IAG group also features prominently in the list, with both Aer Lingus and Vueling ranking among the worst airlines for complaints. The airlines with the highest number of complaints include:
| Airlines | Number of Complaints (2021- July 2025) |
| Jet2 | 2,467 |
| Qatar Airways | 1,581 |
| Vueling | 1,141 |
| Norse Atlantic Airways | 820 |
| Aer Lingus | 775 |
| Ryanair | 738 |
| Norwegian Air | 690 |
| Emerald Airlines | 643 |
| Emirates | 540 |
| Iberia | 520 |
The most common reasons for complaints via the CAA (Jan 2021 – July 2025):
| Reason for complaints | Total percentage of claims |
| Delays | 46% |
| Cancellations | 29% |
| Baggage issues | 9% |
| Denied boarding | 7% |
| Refunds | 3% |
When examining the reasons behind the complaints, flight disruption dominates, with 75% of all claims made for delays or cancellations. Complaints were also raised about reduced mobility assistance and pre-departure services. This highlights ongoing concerns around how airlines support passengers’ needs beyond the flight itself – issues that, in today’s world, should no longer exist.
Of the 18,397 complaints recorded between 2021 to summer 2025 45% of those were upheld in favour of passengers, while just 16% were resolved in the airline’s favour. Almost 30% cases ended with no clear resolution. This was often because passengers withdrew, settled directly with the airline, or the case fell short of CAA criteria according to the research.
A further 9% cases remain in progress or pending, leaving many travellers in limbo often long after their flights were disrupted. With the majority of these cases ruling in favour of the passenger, it’s interesting to consider how many others could be successful if taking this approach as well.
This is particularly significant given the scale of air travel in the UK. In 2024 alone, more than 295 million passengers travelled through UK airports, with Heathrow handling over 83 million people and Gatwick more than 43 million(5). With such high passenger volumes, even a small proportion of flights affected by delays or cancellations can leave millions facing disruption to their travel plans.
And while some passengers are eventually receiving money owed to them, the drawn-out nature of many cases highlights a growing gap between legal rights and the reality of obtaining timely compensation.
According to a survey of 2,000 UK adults who’ve travelled by plane, the process of claiming compensation is often confusing and discouraging. Nearly 1 in 3 (33%) gave up on their claim or chose not to pursue one at all because they didn’t know they had the right to claim. 1 in 5 (20%) avoided it due to the stress involved in the process.
For those who did pursue compensation, the journey was far from straightforward. More than 1 in 4 (28%) said the process was too complicated, which may have discouraged others from even attempting to claim. Among those who did receive compensation, passengers were awarded an average up to £365 for cancelled flights. Yet almost more than a third (37%) reported losing more than £700 in additional costs, such as missed bookings or lost income from work.
On top of this, less than half (44%) said they were informed by the airline that they might be eligible for compensation in the first place. Meanwhile, over 2 in 5 (41%) believe airlines should be more transparent about their compensation policies and outcomes. This lack of transparency fuels growing frustration, with 1 in 4 (25%) suspecting that airlines deliberately delay claims to discourage customers from pursuing them.
To help passengers, the team behind Confused.com travel insurance has launched an airline delay compensation calculator for EU/UK flights and airlines that provides everything needed to pursue a claim. Just enter your flight number to see how much you could be owed, along with a clear overview of the airline’s delay and compensation policy. This personalised experience means passengers can understand their rights, avoid unnecessary stress, and take action before it’s too late.
Alvaro Iturmendi, Confused.com travel insurance expert, comments:
“Flight disruption is one of the biggest frustrations for passengers. The thousands of cases that remain unresolved or without a clear outcome show how many holidaygoers are still left without closure, and often out of pocket. For those affected, the process of claiming compensation can feel confusing and drawn out, which only adds to the stress and financial strain of having their travel plans disrupted.
“That’s why it’s so important for people to know their rights before they fly. If your flight is delayed or cancelled you may be owed compensation, but many passengers simply don’t know where to start. Understanding what you can claim for and how to approach your airline can make a real difference.
“To help, we have created an airline delay compensation tool for EU and UK flights. By entering your airline, you can see a clear summary of its delay and compensation policy. We want to make the process as straightforward as possible, so passengers feel empowered to take action and get the outcome they deserve.”
Case study: Edina’s experience
Edina, a mother travelling with her three young children, described her experience with Iberia as “horrible”. This was after the airline changed their departure time last minute, causing her to miss a connection which was also booked through the same airline. What followed was a stressful ordeal of delays, extra flights and a 6-month battle for compensation.
“I was travelling with a breastfeeding infant and 2 other young children when Iberia changed our departure time and we missed our connection,” said Edina. “We ended up stranded in Madrid with no food or drink vouchers, having to buy extra tickets and paying for our luggage again. We weren’t even offered a direct flight that day. We were told we could arrive 2 days later or take an extra connection via Málaga. We chose Málaga and reached Gatwick more than 8 hours after our original arrival time.
“It was exhausting trying to manage the children through long delays, and we didn’t get our compensation until more than 6 months later after escalating it to the Spanish aviation authority. Without searching online, I would never have even known that route was possible. It felt like an endless fight at the worst possible time.”
