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Airlines pay millions after reversing initial compensation denials
UK airlines paid nearly £11 million in compensation to passengers in the year to October 2025 after initially rejecting or ignoring claims, figures from the Civil Aviation Authority (CAA) reveal. Consumer groups accuse carriers of using tactics to deter customers from pursuing valid claims for delays and cancellations.
CAA data exposes payouts after escalation
The £11 million was awarded to passengers whose claims were initially denied or left unresolved but later upheld by independent adjudicators. The CAA's report highlights complaints handled by the UK's two largest dispute resolution bodies: the Consumer Dispute Resolution Limited (CDRL) and the Centre for Effective Dispute Resolution (CEDR). A smaller number of cases were managed by other adjudicators.
British Airways (BA) accounted for the largest share of payouts, with £6.9 million paid to passengers after 81% of 10,679 escalated complaints were ruled in their favor. Wizz Air followed with £1.7 million, Ryanair with £1.68 million, and EasyJet with £371,000.
Airlines defend practices amid criticism
Airlines UK, representing the industry, stated that carriers take their consumer responsibilities seriously and provide clear information during disruptions. The group cited the CAA's latest consumer survey, which showed passenger satisfaction at its highest level since 2019.
However, Graeme Bowd, who runs a consumer advice group on Facebook, told the BBC that airlines frequently use tactics to confuse passengers and discourage claims. "Weddings get missed, holidays get ruined, and business meetings get canceled. People find it extremely frustrating when they can't get their compensation settled," he said.
"The general principle is that they don't expect everybody to claim. If they can fob people off long enough, most will give up."
Graeme Bowd, consumer advocate
Passengers fight back against 'stock excuses'
Bowd accused BA of relying on "stock excuses" such as adverse weather or air traffic control restrictions to reject claims. "When we investigate, we often find these excuses aren't valid, but ordinary passengers can't easily verify them," he said.
Laurie Watson experienced this firsthand when his BA flight from Athens was canceled. The airline initially blamed adverse weather, but Watson checked weather reports and disputed the claim. After a lengthy process, CEDR ruled there was "no persuasive evidence" of weather-related disruptions and ordered BA to pay him £700.
Heather Follows faced a similar battle after her BA flight to Canada was canceled due to an alleged engine issue. She suspected the airline was using a "tactical approach" to avoid compensation. Adjudicators later found BA had not proven it took reasonable measures to prevent the cancellation and ordered the airline to pay her £1,560.
Airlines respond to allegations
BA stated that the "vast majority" of its flights operate without issues and that it processes valid claims as quickly as possible. "Most delays and cancellations occur due to circumstances beyond our control, but we always strive to make things right," a spokesperson said.
EasyJet emphasized its commitment to customer care during disruptions, while Wizz Air declined to comment. Ryanair had not responded to requests for comment at the time of publication.
