Airline Complaints Take Off: compensation claims rising by 33% each year, on average
Over £5.3 million in compensation paid by airlines through the CAA since 2021
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.
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 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. Travellers using Newcastle International Airport are being urged to know their rights, as new figures reveal a rise in passenger claims against several airlines serving the region.
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.
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.
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.
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.
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.
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.”