With flight delays and cancellations becoming increasingly common, thousands of passengers are missing out on money they’re legally owned, simply because they don’t know what to do when disruption strikes. New research reveals that airline complaints are rising sharply, and while millions of pounds in compensation is being paid out, many travellers still walk away empty-handed.

“Airline passenger complaints have increased by an average of 33% each year between 2021 and 2024.”
“Since 2021, airlines have paid out more than £5.3 million in compensation through the CAA process alone.”

Yet despite these figures, experts warn most people still don’t realise how easy it can be to protect their rights if they act quickly.

Here Confused.com, share the seven key things every UK passenger should do the moment their flight is delayed or cancelled.

7 Essential Steps When Your Flight is Delayed or Cancelled:

1. Screenshot Everything Straight Away

The first thing passengers should do is gather evidence. This includes screenshots of departure boards, delay notifications, booking confirmations and any messages from the airline.

This is especially important given the sheer scale of complaints now being raised.

“A total of 18,397 passenger complaints were submitted to the Civil Aviation Authority between January 2021 and July 2025.”

Without evidence, claims are far harder to prove and far more likely to be rejected.

2. Don’t Assume the Airline is Right

Many passengers give up after an airline initially says they’re not entitled to anything. But data shows that airlines are often wrong.

“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.”

This means passengers are almost three times more likely to win than lose when cases are reviewed properly.

3. Take Delays and Cancellations Seriously

Not all disruption is treated equally. Delays and cancellations account for the vast majority of successful claims.

“Most common reasons for complaints are regarding flight disruptions, with 75% of claims related to delays or cancellations.”

This means if your flight is significantly late or cancelled, there is a strong chance compensation applies.

4. Don’t Give Up Just Because It’s Stressful

One of the biggest reasons passengers lose money is simply because they abandon their claim.

“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.”

Experts warn this is exactly what airlines rely on – hoping customers won’t persist.

5. Understand How Big the Money Gap Really Is

Even when passengers do claim, many are still left significantly out of pocket.

“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.”

These extra costs often include hotels, taxis, food, childcare and lost income from work.

6. Don’t Expect the Airline to Tell You Your Rights

Passengers are rarely informed about compensation unless they actively ask.

“Less than half (44%) said they were informed by the airline that they might be eligible for compensation.”

This means most people only find out after they’ve already missed their chance.

7. Know Which Airlines Attract the Most Complaints

Some airlines generate far more complaints than others. According to the data, the worst offenders include:

Jet2 – 2,467
Qatar Airways – 1,581
Vueling – 1,141
Norse Atlantic Airways – 820
Aer Lingus – 775
Ryanair – 738

While many of these airlines have strong reputations, the figures suggest passengers are far more likely to experience problems with certain carriers.

Real Life Case: “We Were Stranded with Three Children”

Edina, a mother travelling with her three young children, described her experience with Iberia as “horrible” after the airline changed their departure time last minute, causing her to miss a connection.

“I was travelling with a breastfeeding infant and two other young children when Iberia changed our departure time and we missed our connection,” she said.

“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.”

She eventually arrived in the UK more than eight hours late and didn’t receive compensation for over six months.

“It felt like an endless fight at the worst possible time.”

How Passengers Can Check What They’re Owed

“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.”

By entering flight details, travellers can see whether they’re eligible and how much they could claim.

Alvaro Iturmendi, Confused.com travel insurance expert, said:

“Flight disruption is one of the biggest frustrations for passengers. Thousands of people are still being left without closure and often out of pocket.

“Many simply don’t know where to start or what they’re entitled to. Knowing your rights before you fly can make a real difference, especially when delays or cancellations strike.”