New data from the CAA, issued this week, reveals that while on-time flight performance improved in 2023 compared with 2022, with around two-thirds (64%) of flights operating within 15 minutes of their scheduled time, performance remains "significantly below" 2019’s 75%.
The CAA’s latest Aviation Trends report reveals UK passenger numbers increased by nearly a quarter last year to 276 million, up 23% compared with 2022 – a third consecutive annual rise that sees passengers numbers at UK airports approaching pre-pandemic figures, "with further demand expected in 2024".
The regulator said it was redoubling its efforts to remind consumers of their rights while travelling, and airports and airlines of their obligations to passengers when there are delays and disruption.
"As passenger demand for flights continues to rise, we want to make sure consumers are protected by equipping them with essential advice and ensuring they are aware of their rights before they go on holiday," said the CAA’s head of consumer Anna Bowles.
"Whether it’s understanding Atol protection or knowing what they’re entitled to in the event of delays or cancellations, we want to make sure everyone can enjoy their holidays with confidence and peace of mind.”
’No justification’
However, Which? Travel editor Rory Boland said it was vital airlines upped their game and invested in additional customer service resource.
"It’s completely unacceptable that UK travellers are paying sky high airfares only to receive abysmal service in return," said Boland. "At the record prices we’re currently seeing, every customer should be enjoying a first class experience, but these latest figures show it’s much more likely they’ll find themselves stranded in the airport after a last-minute flight cancellation.
"It’s essential airlines get their act together and start delivering on the service they’ve promised to customers, including ensuring they’re investing properly in their customer service teams. When delays and cancellations do occur, there can be no justification for airlines failing to meet their legal obligations, including promptly refunding or rerouting customers, and ensuring they are offered meals and accommodation as required."
