Consumer watchdog Which? Travel has slated the punctuality performance at UK airports, which remains “significantly” below pre-pandemic levels.
The latest Aviation Trends report from the Civil Aviation shows that the on-time performance of airlines improved in 2023 compared with 2022, with 64% flights operating within 15 minutes of their scheduled time – but remain “significantly” below pre-pandemic levels of 75% in 2019.
In the fourth quarter of 2023, 67% of flights were on time – arriving or departing the gate within 15 minutes of the scheduled time – up two percentage points year on year.
The average delay in that final quarter was 18 minutes, an improvement of three minutes.
The figures also show passenger numbers at the UK’s airports grew in 2023 for the third year in a row and are now approaching pre-pandemic figures. A total of 276 million passengers passed through UK airports during 2023, up 23% on 2022.
Rory Boland, editor of Which? Travel, said: “It’s completely unacceptable that UK travellers are paying sky high airfares only to receive abysmal service in return.
“At the record prices we’re currently seeing, every customer should be enjoying a first-class experience, but these latest figures show it’s much more likely they’ll find themselves stranded in the airport after a last-minute flight cancellation.
“It’s essential that airlines get their act together and start delivering on the service they’ve promised to customers – including ensuring they’re investing properly in their customer service teams.
“When delays and cancellations do occur, there can be no justification for airlines failing to meet their legal obligations – including promptly refunding or rerouting customers, and ensuring they are offered meals and accommodation as required.”
The CAA is also urging holidaymakers to check their consumer rights before booking a last-minute break over the Easter period – and reminding airlines and airports about their obligations to travellers.
More: CAA urges holidaymakers to ‘know before you go’ ahead of Easter