By Peter Slater, CEO, CMAC Group
Flight disruption for UK air passengers has surged by almost 40% since 2023, according to new independent research from transport and aviation disruption management company, CMAC Group.
Conducted in September 2025, the national survey of 1,100 UK travellers highlights flight interruptions as an escalating challenge, with impacts on passengers that are both personal and logistical.
A third of travellers said they experienced heightened stress as a result of flight delays and cancellations, with one in four losing sleep and one in eight missing valuable holiday time. For business travellers, the costs were measured not just in hours but in opportunities: more than 30% missed important meetings and 12% reported that client relationships had been strained.
Causes of disruption and the expectation gap
Passengers identified technical issues (46%), industrial action (38%) and severe weather (36%) as leading factors behind travel interruptions. These are not isolated incidents but signs of deeper structural challenges: fragile technical systems, persistent labour disputes across Europe and increasingly severe weather patterns. Each carries financial and reputational costs and together they have made delays and cancellations a permanent part of the operating environment.
As the scale of disruption has expanded, so too have passenger expectations. Almost three-quarters of those surveyed said they expect a response within an hour, yet only 42% received it within that timeframe. One in five reported no communication at all.
The resulting expectation gap is fast becoming a fault line for customer loyalty. Airlines that manage to meet the benchmark with speed and transparency can reduce compensation claims, contain reputational fallout and demonstrate reliability.
The digital opportunities
One area where airlines have made tangible progress is the introduction of digital self-service solutions. One in three passengers reported being offered a self-service link during disruption and two-thirds used it. Among those who did, satisfaction levels were high: 87% were happy with the rebooking process and 84% with accommodation arrangements.
These tools are helping to reduce frustration, restore a sense of control and, in many cases, transform what could have been a negative experience into a more manageable one. Yet digital progress does not eliminate the need for empathy: while technology delivers speed and choice, human support delivers reassurance. Although automated rebooking and vouchers can resolve practical problems, a clear explanation from staff or the simple act of acknowledging a passenger’s stress can be decisive in shaping perceptions.
The most effective strategies, therefore, are those that combine technological efficiency with a human touch. Without the operational backbone of reliable supplier networks and trained staff, even the best-designed digital platforms will fail to meet expectations.
Loyalty on the line
Ultimately, disruption has become a defining moment for airlines. It is in these periods of stress, delay and uncertainty that passengers form their strongest impressions of whether a carrier is trustworthy. Encouragingly, the survey shows that progress is being made. Extreme delays are less common, disruption management technology is gaining traction and negative perceptions are in decline. In CMAC Group’s 2023 survey, 41% of passengers expressed negative feelings about airlines after experiencing disruption; by 2025, that figure had fallen to 33%. Likewise, the proportion who said they were less likely to fly with the same airline again dropped from 46% to 29%.
These improvements suggest that when airlines invest in communication and support, passengers are prepared to respond with renewed trust. Yet the stakes remain high, particularly among younger travellers who are both more demanding and less forgiving of poor service.
From turbulence to trust
The lesson is clear: disruption is now aviation’s defining challenge. What matters most is how airlines choose to respond. Passengers aren’t demanding the impossible; they want timely communication and to know their options, within the first hour, and the reassurance that someone is on their side.
Poorly managed disruption erodes trust and drives customers away. Handled well, it can demonstrate reliability and care, turning a potential crisis into a moment that strengthens loyalty. For airlines navigating a competitive landscape, that difference could prove decisive.
Read the full whitepaper for detailed findings and recommendations: Airline Consumer Research Report| CMAC Group
For more like this, see:
- Collins Aerospace cyberattack highlights aviation’s growing cybersecurity gap
- Prasenjit Paul on how technology improves the passenger experience
- Ken Pyatt on Miami Airport’s $9bn investment strategy
Also in the news:
Collins Aerospace cyberattack highlights aviation’s growing cybersecurity gap
The great accessibility transformation: How the European Accessibility Act unlocks innovation potential
Sky Gods – The Price of Our Love of Flying (Documentary)
Appealing To The New Generation of Passengers Through Omnichannel Retail