Airlines are being forced to pay passengers millions of pounds, after consumer groups accused them of trying to put customers off making claims for delays and cancellations. The Civil Aviation Authority (CAA) has said that almost £11 million was paid out between October 2024 and October 2025 to customers whose claims had been previously rejected by airlines.

The majority of these came from British Airways (BA), followed by Wizz Air, Ryanair, and easyJet. BA paid £6.9million over claims that had been rejected or unresolved. The airline received 10,679 complaints over the year, with 81% being upheld in favour of the customer. In the same period, Wizz Air paid £1.7million, Ryanair paid £1.68million, and easyJet paid £371,000 in compensation to passengers. A minority of issues are dealt with by smaller adjudicators. Airlines UK, the association which represents the airline industry, said: “UK airlines take their consumer responsibilities seriously and always look to provide clear information and support for their customers in times of disruption.

“The latest Civil Aviation Authority Consumer Survey reflects this commitment, showing passenger satisfaction at its highest levels since 2019.”

Rory Boland, editor of Which? Travel, said: “It is concerning, but not entirely surprising, to see that some airlines have attempted to dodge millions of pounds worth of valid compensation claims.

“This reflects a long-running pattern of airlines shrugging off the legal rights of consumers when the rules are clear.

“While it is positive that independent adjudicators were able to step in and hold the airlines to account, consumers should not have to go to these lengths simply to claim the compensation they are owed.

“The Civil Aviation Authority should be given stronger powers so it can get tough with airlines when they fail to comply with consumer protection laws.”

EasyJet said that they “always” pay compensation if it is due and have an easy form customers can claim through on our website.” Wizz Air declined to comment. Ryanair has been approached for a response.

Graeme Bowd, who runs a consumer group on Facebook advising people on airline claims, told the BBC that BA used “several stock excuses” such as “adverse weather” or “air traffic control restrictions”.

But he said: “When we check out these excuses, we often find they’re not valid at all, but it’s very difficult for ordinary airline passengers to check for themselves.

“I think the general principle is that they don’t expect everybody to claim. For those that do, if they can be fobbed off and frustrated for long enough, most of them will give up.”