England’s CAA has revealed that only 10pc of passengers feel fully informed during flight disruptions.
A report for the aviation authority shows 57pc of respondents believe that detailed information could improve their experience and 93pc of passengers want information about their rights to be shared at the first notification of a disruption.
CAA recommended a multi-channel approach for effective communication during disruptions.
Research included a survey of 2,105 individuals and interviews with 60 others, conducted between February and April 2025.
Selina Chadha shared, “Flight disruption is often unavoidable in the complex global aviation system, but what our research shows is that there is a clear gap in what passengers expect from airlines, and what is currently being delivered.” Selina Chadha shared, “When faced with disruption passengers need to know what they are entitled to, and airlines need to give clear, timely information. Airlines that recognise the importance of good communication when something goes wrong can transform loyalty-damaging experiences into trust building moments that reduce passenger distress.”
Read the report in full at the CAA website.
