Flight disruption for UK air passengers has surged by almost 40% since 2023, according to new independent research from CMAC Group, experts in transport and aviation disruption management solutions.
Conducted in September 2025, the national survey of 1,100 UK travellers highlights flight interruptions as an escalating challenge. With more passengers facing disruption there is a growing “expectation gap” in airline support. Travellers increasingly expect real-time, proactive solutions to help them rebook, access accommodation and keep moving - but fewer than half receive support quickly enough.
Matthew Ratcliffe, COO, CMAC Group, says: “When things go wrong, passengers now expect a response within an hour, 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 also have personal and business consequences, with 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 have fallen to 33% (from 41% in 2023), while the share of passengers “less likely to fly again” has dropped to 29% (from 46%).
Ashley Seed, CCO, CMAC Group, says: “Technology is increasingly part of the solution. One in three passengers surveyed used a digital self-service link during travel interruptions, with 87% pleased with rebooking flights and 84% with accommodation.
”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.
Seed adds: “By combining technology with 24/7 operational expertise and a trusted supplier network, airlines protect passengers, safeguard reputations, and turn disruption into an opportunity to demonstrate reliability.”
The full whitepaper, published on 2 October 2025, is available to download here: Airline Consumer Research Report| CMAC Group