An estimated 15.7 million people in the UK experienced postal delays last month, according to new research commissioned by the charity, Citizens Advice.
Many of those who experienced delays said they had suffered knock-on impacts, such as missing health appointments, fines or bills.
One woman said at least four of her hospital appointment letters were delayed during a “high risk” pregnancy.
Citizens Advice Chief Executive, Dame Clare Moriarty, described the level of delays as “appalling”.
The charity also called on regulator Ofcom to strengthen its current review of postal services.
Royal Mail said the year 2022/2023 was “one of the most challenging in our history” and said its services had been impacted by strikes and “high levels” of staff absence.
Image: Royal Mail has blamed strikes for the disruption
The survey of more than 4,000 adults surveyed between 25 May and 5 June found nearly one in three (31%) of those questioned – equivalent to be around 15.7 million people if replicated across the UK – said they had experienced a letter delay, while 22% said they had experienced a parcel delay.
Of those who responded, 15% said they had experienced a serious negative consequence, including missing important documents, missing a health appointment, or losing money through fines.
The charity also said that its research showed how people of colour were nearly twice as likely (23%) to experience negative consequences as a result of letter delays compared to white respondents (13%).
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Meanwhile, 21% of disabled people experienced negative consequences as a result of letter delays, compared to 13% of non-disabled people, according to the charity.
Winifred, a 24-year-old from Hemel Hempstead, told the charity that during her pregnancy – regarded as “high risk” by doctors – she waited for multiple hospital letters that failed to arrive on time.
“I was so stressed out,” she said.
Image: File pic
Winifred, who now has an eight-week-old baby, added: “Another time, I knew I had an appointment that week, but hadn’t received the letter so I went directly to the hospital to ask when the appointment was.
“They told me it was the next day – if I hadn’t gone to the hospital to ask, I would have missed it.”
The Citizens Advice report comes after MPs recently highlighted evidence that Royal Mail had prioritised parcels over letters and called on Ofcom to investigate this issue across a number of years.
The charity said its research showed it was no longer acceptable for Ofcom to have a business-as-usual approach to its investigation and called on the regulator to launch a multi-year review into mail delays and deprioritisation.
Dame Clare Moriarty said: “Royal Mail’s delays are still at appalling levels and it’s consumers who are being saddled with the consequences.
“Delayed post’s been an issue for years and the problem is only getting worse. Ofcom must now do a full root-and-branch investigation into mail delays.”
A spokesperson for Royal Mail said: “We’re sorry to any customers who may have been impacted by our performance during a year that has been one of the most challenging in our history, with quality of service materially impacted by the long-running industrial dispute with the CWU and compounded in some areas by high levels of staff absences.
“Improving quality of service is a top priority and an improvement plan is already under way.”
An Ofcom spokesperson said: “We assess Royal Mail’s performance against annual delivery targets and we are investigating its failure to meet delivery targets for 2022/23.
“We take quality of service seriously. If we determine that Royal Mail has failed to comply with its obligations, we may consider whether to impose a financial penalty.”
The prime minister had called on Benjamin Netanyahu’s government to take substantive steps to end the “appalling situation in Gaza“, agree to a ceasefire, commit to a long-term sustainable peace, allow the UN to restart the supply of aid, and not annex the West Bank.
The Israeli foreign ministry furiously rejected his statement, with Mr Netanyahu claiming that “Starmer rewards Hamas‘s monstrous terrorism and punishes its victims”.
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Could recognition of Palestine change the West Bank?
Ilay David, brother of Hamas hostage Evyatar David, who was seen emaciated in a video last month, said giving recognition was “like saying to Hamas: ‘It is OK, you can keep starving the hostages, you can keep using them as human shields.’
“This kind of recognition gives Hamas power to be stubborn in negotiations. That is the last thing we need right now.”
There has been no ceasefire, and the situation in Gaza has deteriorated, with a declaration of a famine in Gaza City and the expansion of Israeli military operations.
Israel has launched a major ground offensive to seize all of Gaza City and destroy Hamas in an operation which has prompted widespread condemnation, with UK Foreign Secretary Yvette Cooper calling it “utterly reckless and appalling”.
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What changed in UK’s Gaza policy?
Earlier this month, a UN commission of inquiry concluded that Israel has committed genocide against Palestinians in Gaza. Israel said the claim was “distorted and false”.
The UK will join 147 of the 193 members of the UN who recognise Palestine ahead of the UN General Assembly in New York on Monday.
Other nations, including France, Australia and Canada, have said they plan to take the same step at the UN gathering as part of a broad international effort to put pressure on Israel.
During a joint news conference with the prime minister at Chequers on Thursday, Donald Trump said he disagreed with recognition, and US politicians have urged the UK and other allies to reverse their stance.
Image: Sir Keir Starmer is expected to deliver the announcement on Sunday. Pic: PA
Sky News understands that Israel is considering options in response to the UK’s decision, but the strength of that reaction is still under consideration.
Family members of some of the 48 hostages still in captivity, after Hamas and other militant groups stormed into Israel on 7 October 2023, have written an open letter to Sir Keir, condemning the move.
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Israel ramps up attacks on Gaza City
“Hamas has already celebrated the UK’s decision as a victory and reneged on a ceasefire deal,” they said.
“We write to you with a simple plea – do not take this step until our loved ones are home and in our arms.”
The UK government is understood to be looking at further sanctions on Hamas, and has demanded the group release all hostages, agree to an immediate ceasefire, accept it will have no role in governing Gaza, and commit to disarmament.
Heathrow was among a number of major airports across Europe hit by delays after a suspected cyber attack that targeted a service provider for check-in and boarding systems.
The “technical issue” affecting Collins Aerospace, which provides check-in and boarding services for various airlines, resulted in 14 flights being cancelled at Brussels Airport on Saturday, and several more being delayed at London Heathrow, Berlin, and Dublin, among others.
Passengers have reported being unable to check in online, instead queuing for hours for staff to deal with them manually at desks and departure gates, only to be told their flights are not taking off.
Helen Steel, 49, left Dorset for Heathrow at 3am to travel home to Oslo, with her cat Thomas – but was “shouted at by staff” who told her she would not be able to fly until Sunday.
Describing the situation as an “absolute nightmare”, she said: “I’ve got an animal here, so I’m very concerned about his welfare.
“I’ve been shouted at twice and I broke down in tears because I was worried about him. None of us have had any information whatsoever. Whenever we ask ground staff, they shout at us.”
Ms Steel says she spent two hours in the queue on the phone to customer service and is now having to find a hotel to stay in overnight.
Sam arrived at Heathrow expecting to drop his girlfriend off for her flight to Rio de Janeiro – but was still at the airport seven hours later.
Image: Sam has been at Heathrow for seven hours after his girlfriend’s flight to Rio was cancelled
When they arrived, it was “chaos everywhere”, he told Sky News, with “nobody seeming to know what was going on”.
The couple say they were not told about the cyber attack by airport staff, finding out about it online instead.
After queuing for three hours, they made it to the front, only to be told the plane was not taking off, he adds.
“Her flight was at 8.40am and it was held back until 10.15am. At 10.10am they sent everyone away and told them to contact the airline. But there are no representatives for any airlines whatsoever. It’s been a bit of a farce.
“Nobody knew where they were going – and they were sending people left, right, and centre.
“She’s going tomorrow now, but we’ve got to find a hotel, and no one is here to give us any hotel vouchers. They just give you a piece of paper and say ‘you’ve got to pay for it yourself’.”
Image: Passengers wait for news at Heathrow Terminal 4. Pic: PA
‘Insane queues’ and ‘skeleton staff’
Passenger Tereza Pultarova waited around 10 hours at Heathrow after she arrived at 4.30am for her flight to Cape Town via Amsterdam.
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Tereza Pultarova had to wait 10 hours at Heathrow
“We were kind of stranded here because KLM wasn’t able to issue us boarding passes digitally, and requested us to collect them at the check-in desk,” she said.
“And then they told us that there is some sort of global issue with the system they’re using for check-in and boarding, and they have to do everything manually. So then they were checking in people at the rate of, like, one person per 10 minutes.
“I’m not exaggerating. It was just insane, the queue wasn’t moving. And then suddenly they said, ‘Oh, the flight will be departing, we’re closing the gate’.
Maria Casey was due to fly to Thailand with Etihad Airways – but had to wait three hours to drop off her luggage at Heathrow, with staff taking between five and 10 minutes to deal with each passenger.
Image: Queues at Heathrow. Pic: PA
“The queues are terrible,” she told Sky News. “It was an absolute skeleton staff. Out of six of the desks there were probably two people”.
A Heathrow spokesperson advised people to arrive no more than three hours early for a flight and apologised for any inconvenience.
It is understood British Airways at Terminal 5 remains unaffected and is operating as normal.
Collins Aerospace said it is working to resolve the issue as soon as possible.
“We have become aware of a cyber-related disruption to our Muse (Multi-User System Environment) software in select airports, the firm said in a statement.
“The impact is limited to electronic customer check-in and baggage drop and can be mitigated with manual check-in operations. We are actively working to resolve the issue and restore full functionality to our customers as quickly as possible.”
An elderly British couple who have arrived back in the UK after being detained in a maximum security Taliban prison are “delighted to be free”, their son has told Sky News.
Barbie Reynolds, 76, and her husband Peter, 80, were arrested in February after spending decades in Afghanistan, where they have dual citizenship.
They had been held without charge before being released from detention on Friday and flown to Qatar, where they were reunited with their daughter, before flying back to Heathrow Airport on Saturday.
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4:13
Freed couple reunites with daughter
The couple’s son, Jonathan Reynolds, told Sky News: “They’re just delighted to be free… they’re very excited to see their kids and grandkids and great grandkids, people they’ve just been wanting to catch up with and wondered if they’d ever see them again.”
Jonathan, who spoke to his parents from Wyoming in the US in a FaceTime call with some of his siblings, said: “I’ve seen photographs of them in hospital beds getting checked. I’ve seen them having full English breakfasts. So they’re jumping on that.”
Image: Peter Reynolds enjoys breakfast after his release
He described some of the conditions his parents had been kept under in a “big maximum security prison with thousands of inmates”.
“My dad described being handcuffed or chained to other criminals. And, one point he had his chest hairs ripped out,” he said.
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“He was hit in the head. And, then they were moved, to more of a safe house.”
Image: Peter Reynolds gets hospital check-up
But Jonathan said his parents retained their British politeness even when calling him from a payphone in the prison yard, with his dad asking: “Is now a good time?”.
“It was totally, ‘Yeah, not too bad. Where’s the queue to get out of here?'”
The UK government advises British nationals not to travel to Afghanistan.
Abdul Qahar Balkhi, a spokesperson at the Talibangovernment’s foreign ministry, said in a statement posted on X that the couple “violated Afghan law” and were released from prison after a court hearing.
He did not say what law the couple were alleged to have broken.
Sky correspondent Cordelia Lynch was at Kabul Airport as the freed couple arrived and departed.
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2:51
Sky’s Cordy Lynch speaks to released couple
Mr Reynolds told her: “We are just very thankful.”
His wife added: “We’ve been treated very well. We’re looking forward to seeing our children.
“We are looking forward to returning to Afghanistan if we can. We are Afghan citizens.”
The couple have lived in Afghanistan for 18 years and run an organisation called Rebuild, which provides education and training programmes.
They have been together since the 1960s and married in the Afghan capital in 1970.