Millions of British holidaymakers face delayed or cancelled flights every summer - and most never claim a penny of the compensation they're legally entitled to.

New Civil Aviation Authority data reveals punctuality failures remain widespread across UK airlines, with package holiday giant Tui among the five worst performers for on-time departures. Yet despite clear legal protections for passengers, airlines routinely count on people not knowing their rights - or giving up when their first claim is rejected.

So what should you actually do if your flight is delayed this summer?

Our consumer champion Jane Hawkes, former British Airways cabin crew and founder of consumer advice platform LadyJaney.co.uk, has helped thousands of passengers navigate flight disruption claims.

She says airlines are falling short - and passengers are paying the price.

Poor punctuality remains a major source of frustration.

Consumers have every right to expect reliable services and to have things put right when they go wrong. But too often, passengers don't know their rights - or give up when airlines push back.

With Britons preparing to travel in their millions this summer, Hawkes has compiled her definitive dos and don'ts for anyone facing a delayed or cancelled flight.

The do’s
1. Keep every piece of documentation
Boarding passes, booking confirmations, baggage receipts, airline correspondence - keep all of it. Compensation claims live or die on paperwork. Photograph documents on your phone the moment you receive them.
2. Know what the airline must legally provide
A delay isn't just an inconvenience - it triggers legal obligations. For significant delays or cancellations, airlines must provide meals, refreshments, accommodation and transfers. This applies regardless of the reason for the delay. Don't wait to be offered it; ask.
3. Keep receipts for every expense
If the airline fails to provide assistance and you cover costs yourself, you can claim them back - but only with receipts. "Reasonable" costs are broadly defined as mid-range hotel accommodation (not upgrades), sensible meals appropriate to the time of day, and transport to and from your hotel. Airport pricing is recognised as higher. Fine dining and alcohol are not covered.
4. Understand your options before accepting anything
Airlines will often offer vouchers - it keeps cash in the business. Before accepting anything, establish whether you're entitled to a full cash refund, rebooking on an alternative flight, or financial compensation. You cannot un-accept a voucher. Take your time.
5. Document everything as it happens
Screenshot delay notifications. Note exact times. Record conversations where legally permitted. Keep copies of all messages. A clear, timestamped paper trail is your strongest asset if a claim is disputed.

The Don’ts
1. Don't wait for the airline to come to you
Airlines are required to inform passengers of their rights - but in practice, many don't. If you believe you're entitled to compensation, submit a claim proactively. Delays caused by extraordinary circumstances (severe weather, security threats, air traffic control strikes) do not qualify for compensation, but the airline must still provide care and assistance.
2. Don't throw anything away
Receipts, boarding passes, screenshots - passengers routinely lose reimbursement because they can't evidence their costs. Keep everything until your claim is fully resolved.
3. Don't accept vouchers without reading the small print
Under UK and EU passenger rights rules, a cancelled flight generally entitles you to a full cash refund to your original payment method, or rebooking at the earliest opportunity. Vouchers are not equivalent. Check expiry dates, restrictions, and whether accepting one affects your right to cash. If in doubt, decline.
4. Don't make independent arrangements without speaking to the airline first
Booking your own hotel or alternative flight before giving the airline a chance to assist can complicate or invalidate reimbursement claims. If the airline is unresponsive or failing in its obligations, document that failure clearly before acting independently.
5. Don't give up if your claim is rejected
An initial rejection is not the end. Escalate formally through the airline's complaints process, then - if necessary - to an approved Alternative Dispute Resolution scheme. In the UK, airlines are covered by either AviationADR or CEDR. These schemes are free to use and have real teeth.

Persistence beats resistance. If you're entitled to it, fight for it.