Airlines are paying out millions of pounds in compensation to passengers every year after initially saying no, as consumer groups accuse firms of trying to put customers off making claims for severe delays or cancellations.
Almost £11m was paid in the year to October 2025 to passengers whose claims were rejected or left unresolved before being escalated to an independent adjudicator, according to the Civil Aviation Authority (CAA).
Customers told the BBC airlines had "tried to confuse" them to make them drop claims.
Airlines UK 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 association, which represents the airline industry, added: "The latest Civil Aviation Authority Consumer Survey reflects this commitment, showing passenger satisfaction at their highest levels since 2019."
