Airlines accused of failing to provide passengers with accurate information on flight delays

 A consumer champion has accused airlines of leaving passengers in the dark about the reason for their delays.

Former British Airways air stewardess Jane Hawkes said airlines were “falling short” of the service they should be providing to passengers.

Her comments come in light  of new data which revealed how flights are more likely to be delayed in 2025 than they were pre the pandemic.

The data from Which? found both airlines and air traffic control were blaming each other for problems, which Jane warns causes delays in passengers claiming compensation.

Which? revealed that passengers flying with six major airlines operating in the UK are facing worse flight delays than before the Covid pandemic, according to new analysis.

They found British Airways, easyJet, Jet2, Ryanair, Tui, and Wizz Air were less punctual in the 12 months leading up to April compared to 2019.

Jane, founder of the LadyJaney, blog said: “UK law offers strong protections for passengers whose flights are delayed or cancelled meaning consumers may be owed not just practical assistance but financial redress,” says Jane, who runs the consumer advice blog LadyJaney.co.uk

“But they need to be told the cause of the delay honestly and quickly because airlines aren’t expected to pay out compensation if the delay was out of their control or caused by Air Traffic Control.

“It comes as no surprise at all that punctuality rates are worse than pre the pandemic. These figures highlight an ongoing, worrying trend which requires urgent attention.

“Far too often passengers are being left in limbo with no clear information about what’s caused their delays and whether they’re owed compensation.

“This is completely unacceptable and airlines who fall short in this respect should hang their heads in shame.

“Travellers could well be entitled to compensation that they never claim.

“Passengers should not be footing the bill for any punctuality or operational issues. They deserve, and should get, a much better service.”

Here’s my simple guide to compensation and refunds for delayed and cancelled flights.

1. Know your rights before you fly

Flight compensation rules remain the same post-Brexit, as EU261 legislation has been written into UK law. If your flight is cancelled, you have the legal right to a full refund or an alternative flight to your destination as soon as possible, even if that means the airline booking you with another carrier. The Civil Aviation Authority (CAA) stipulates that this should be on the same day where possible. You may also be entitled to claim compensation, depending on the length of your flight and the delay. Airlines must also offer food and drink, accommodation where applicable, and access to phone calls or emails.

2. Be persistent

Persistence beats resistance, make sure you know your rights before you fly and don’t be fobbed off if you do need to claim.

Find out why the flight was delayed and ask for evidence. If it wasn’t caused by Air Traffic Control or ‘extraordinary events’ then the airline needs to provide compensation.

If the airline is at fault, compensation can be up to £520 per passenger, depending on the distance of your journey, the delay length, and where your flight was departing and landing.

If you are dissatisfied with the airline’s response, consider Alternative Dispute Resolution to resolve the matter. In the UK, two approved ADR schemes cover aviation: Aviation ADR and CEDR. You can check which scheme your airlines are a part of here.

3. Don’t accept amendments if they don’t suit you

Airlines can amend flight times up to two weeks before departure without paying compensation. However, if they notify you less than two weeks before departure, compensation may be due and you do not have to accept the new timings.

4. Get your refund on time

Refunds for cancelled flights must be paid within 7 days, and for package holidays within 14 days. If the airline is slow to respond, escalate your complaint to CEO level to speed up action.

5. Use the Consumer Credit Act if needed

If you paid (even in part) by credit card, you may be protected under Section 75 of the Consumer Credit Act. Debit card purchases may be covered by chargeback if claimed within 120 days. You do not have to accept vouchers — you are entitled to a cash refund within 7 days for cancelled flights.

Flight disruptions can be stressful, but knowing your rights turns frustration into action. Whether it’s a delay, cancellation, or missed connection, UK law offers clear protections from refunds and rebooking to care, assistance, and compensation.