Flight disruption for UK air passengers has surged by almost 40% since 2023, according to a new study from CMAC Group, a provider of ground transport and accommodation solutions.
Based on a national survey of 1,100 UK travellers, CMAC Group found that 75% of UK air passengers have experienced delays or cancellations so far during 2025.
Passengers were also surveyed based on their perceptions of air travel following disruption, and their experience of the support that was provided by airlines during delays and cancellations.
Matthew Ratcliffe, chief operating officer of CMAC Group, said the study shows that there is a growing “expectation gap” between the support offered and the demands of passengers.
“When things go wrong, passengers now expect a response within an hour,” he said. “However, on average, they are left waiting nearly two hours. Closing this gap is critical to easing passenger stress and protecting brand loyalty.”
Flight delays and cancellations can also have significant personal and business consequences, the study found.
One in three passengers reporting heightened stress, one in four losing sleep, and one in eight losing valuable holiday time.
Among business travellers, nearly one in three missed important meetings, and 12% saw client relationships suffer.
Despite this, airlines are containing reputational damage better than before, in part due to disruption management technology.
Negative perceptions after disruption fell to 33% (from 41% in 2023), while the share of passengers “less likely to fly again” dropped to 29% (from 46%).
Ashley Seed, chief commercial officer at CMAC Group, said that technology is increasingly part of the solution for delayed and stranded travellers.
One in three passengers surveyed said they used a digital self-service link during travel disruptions, 87% said they were pleased with rebooking flights and 84% with accommodation.
“By combining technology with 24/7 operational expertise and a trusted supplier network, airlines can protect passengers, safeguard reputations, and turn disruption into an opportunity to demonstrate reliability,” said Seed.
Despite high satisfaction rates, gaps still remain: 21% of all passengers reported receiving no communication during disruption, underlining the continued need for “empathetic, real-time human support”.
The publication of CMAC’s study follows another weekend of disruption for UK passengers.
On Sunday, as reported by Airline Economics, staff shortages at UK air traffic control (ATC) provider NATS led to delays for over 18,500 passengers travelling to and from London with Ryanair.
In a statement on the delays, Ryanair upbraided the Department of Transport for allowing the staff shortages to continue at NATS.
The airline also called on Transport Minister Heidi Alexander to sack Martin Rolfe, CEO of NATS, in an effort to ensure that passengers are not subject to “avoidable” delays.