Airlines Face Multi-Million Pound Payouts After Rejected Claims Overturned

Airlines are annually disbursing millions of pounds in compensation to passengers whose claims were initially rejected or unresolved, only to be upheld after escalation to independent adjudicators. Data from the Civil Aviation Authority (CAA) reveals that nearly £11 million was paid out to passengers under these circumstances in the year leading up to October 2025.

Consumer groups voice concerns, suggesting that some airlines might actively attempt to deter customers from pursuing legitimate claims for significant delays or cancellations.

Airlines UK, the industry's representative body, stated that UK airlines "take their consumer responsibilities seriously" and strive to provide "clear information and support" during disruptions. They also pointed to "high passenger satisfaction levels" according to the latest CAA Consumer Survey.

"Many passengers experience significant challenges when their compensation claims are not settled, particularly when major events like weddings or business meetings are missed due to disruptions."
— Graeme Bowd, Airline Claims Consumer Group Manager

Major Airlines Under Scrutiny

British Airways (BA) accounted for the majority of these payouts, totaling £6.9 million. Out of 10,679 complaints against BA escalated to independent bodies, a substantial 81% were upheld in favor of customers. BA affirmed that "most of its flights operate without issues."

Other airlines also made significant payouts within the same 12-month period:

• Wizz Air: £1.7 million
• Ryanair: £1.68 million
• EasyJet: £371,000

These figures are based on complaints handled by major UK adjudicators, Consumer Dispute Resolution Limited (CDRL) and the Centre for Effective Dispute Resolution (CEDR).

EasyJet stated it "always pays compensation when due" and offers an "accessible claim form." Wizz Air declined to comment, and Ryanair was approached for a response.

Tackling Invalid Excuses

Graeme Bowd highlighted a common issue: airlines frequently cite "adverse weather" or "Air Traffic Control restrictions" as reasons for denying claims. However, he noted that "these excuses are frequently found to be invalid upon verification." This verification process is often "difficult for average passengers to undertake independently."

Bowd suggested that airlines "might not anticipate all eligible passengers will claim," and some who do "may be deterred by prolonged or complex processes."

Passenger Experience: A Case Study

One such instance involved Laurie Watson, whose return flight from Athens was cancelled. BA initially rejected his claim, citing "adverse weather." Watson, however, reviewed weather reports and disputed the rejection. He described the information provided by BA as "complex," suggesting it was an attempt to complicate the claim process.

An independent judgment by CEDR ultimately found "no compelling evidence of adverse weather affecting his flight" and ordered BA to pay Watson £700.