The CAA’s fifth annual survey of passenger attitudes towards flying found customer satisfaction has fallen from 90% in its last two surveys to 83%.
It also found there were significant regional discrepancies, with passengers in the north east, north west and Scotland returning greater rates of satisfaction than those in Wales, the East Midlands and east of England.
According to the CAA, the biggest driver of air travel satisfaction was the on-board experience itself.
The survey also found this was declining down from 81% satisfaction in spring 2016 to 77% in the latest poll.
CAA director Tim Johnson said: “Although satisfaction remains high at 83%, our last two surveys have shown a reduction from 90%.
“Delays and disruption can be caused by a range of different factors. Some of these are within the control of airlines, and some are not.
“Whatever the cause, these delays can be frustrating for passengers.
“We expect airlines to always provide prompt and accurate information and if passengers are entitled to further care and compensation, this should be provided without delay.”
The CAA commissioned ComRes to interview 3,500 UK adults between March 29 and April 20 to gather data for the survey, which it says will inform its work to ensure consumer interest is at the heart of its regulatory activity.
The survey did find signs the industry was making improvements in regards to complaints and grievances.
Some 50% of passengers, up from 44%, said they felt they were treated fairly in the event of there being an issue with their travel, while satisfaction with complaint handling now stands at 64%, up from 53% and 50% in the last two surveys.
