Flight disruptions leave many passengers in the dark about their rights, according to recent findings, with just one in ten feeling fully informed.

Flight disruptions leave many passengers in the dark about their rights, according to recent findings, with just one in ten feeling fully informed.

The UK Civil Aviation Authority (CAA), the country's aviation regulator, has called on airlines to significantly enhance their communication with passengers during flight disruptions. This push comes following a series of research studies and recommendations aimed at improving the passenger experience and promoting awareness of rights during such situations [^1][^3].

According to the CAA's 2025 study, only 10% of passengers feel fully informed about their rights when flights are disrupted [^3]. However, effective communication can make a significant difference. Passengers who received clear, timely, accessible, and empathetic communications reported better experiences and felt reassured [^1].

The CAA's recommendations for effective communication include proactive notifications, clear explanations without jargon, consistent digital and in-person messaging, regular status updates even if no progress occurs, and clear presentation of options such as rebooking, accommodation, or reimbursements [^1].

In light of the findings from a major 2023 NATS air traffic control outage, the CAA plans to launch a compliance program holding airlines accountable to these communication standards [^1][^3].

The UK government’s Aviation Accessibility Task and Finish Group also provided additional recommendations for improving the passenger experience, especially for those with accessibility needs. These include providing clear, standardized information about travel assistance, mobility aids, medical requirements, and passenger rights, based on the ‘One Click’ standard for easy access [^2].

In practical terms, airlines should notify affected passengers early with proactive, multi-channel alerts. They should communicate updates regularly and empathetically, even if no new information is available. Passenger rights and available remedies should be explained without technical jargon, and personalized follow-ups should be used to show appreciation and manage passenger expectations [^1][^2][^4].

For disabled passengers, standardized, accessible information and staff training on relevant needs and communication are essential [^1][^2][^4].

The new research is the first stage of a work program aimed at improving industry communications with consumers during disruption [^1]. To help passengers in case of flight disruption, the CAA has produced a series of short, animated videos available online and on its social media channels [^1].

As the summer season approaches, the UK is expected to see a record-breaking number of holidaymakers, surpassing the pre-pandemic 2019 figure of 23.8 million [^1]. With more people traveling, it is crucial that airlines prioritize transparent, empathetic, and accessible communication to manage passenger experience during flight disruptions [^1][^3].

[^1]: CAA report "Airlines must improve messaging during flight disruptions," 2025-07-25 [^2]: Aviation Accessibility Task and Finish Group report, 2025-07-16 [^3]: CAA research reveals only 1 in 10 passengers feel fully informed of rights, 2025-07-25 [^4]: UK government taskforce on aviation accessibility, 2025-07-16

1. The UK Civil Aviation Authority (CAA) urges airlines to significantly boost communication with passengers during flight disruptions, aimed at enhancing the passenger experience and raising awareness of rights.
2. The CAA's study in 2025 found that only 10% of passengers feel fully informed about their rights when flights are disrupted, highlighting the need for effective communication.
3. To ensure better experiences and reassurance for passengers, communication should be proactive, timely, accessible, and empathetic, according to CAA recommendations.
4. The CAA plans to launch a compliance program following the 2023 NATS air traffic control outage, holding airlines accountable for adhering to these communication standards.
5. The UK government's Aviation Accessibility Task and Finish Group recommends providing clear, standardized information for passengers with accessibility needs, following the 'One Click' standard for easy access.
6. Airline communication during flight disruptions should include early notifications via multiple channels, regular updates, and clear explanations of passenger rights and available remedies, as well as standardized, accessible information and staff training for disabled passengers.
7. With summer approaching and a record-breaking number of holidaymakers expected in the UK, it is crucial that airlines prioritize transparent, empathetic, and accessible communication to manage the passenger experience during flight disruptions.

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