Just before Covid-19 struck we did some research on behalf of DfT looking at what people thought about the delay claim process and, crucially, the proportion of eligible passengers now claiming compensation.

We’re pleased that the proportion of people claiming has increased. Those claiming for 30-minute delays has gone up from 39 per cent in 2018 to 46 per cent in 2020; claim rates for 15-minute delays have also increased, albeit by a lower amount (up from 18 per cent to 22 per cent). Levels of satisfaction with the process have also improved.