The airline that received the most complaints in the UK is not Ryanair or easyJet. Despite the convenience of air travel, it can also be a source of frustration. Issues like early flights, long boarding queues, high airport expenses, and uncomfortable seating can lead to dissatisfaction.
According to the UK Civil Aviation Authority, there were over 43,000 complaints lodged against airlines in the UK from mid-2024 to March 2025. Common grievances include flight disruptions, denied boarding, baggage mishandling, and lack of assistance for passengers with disabilities.
Various airlines faced challenges in the first five months of 2025, with numerous delays and cancellations reported. Dutch carrier KLM, British Airways, and Lufthansa were among the airlines that had the most flight cancellations during this period.
Passengers flying into or out of the UK have the right to file complaints with the UK Civil Aviation Authority for any flight-related issues. Recent data analysis revealed that Wizz Air had the highest number of complaints per million passengers, surpassing Ryanair in this aspect.
Despite receiving 10,548 customer complaints from mid-2024 to March 2025, Wizz Air had a relatively low rate of upheld complaints at 47%. The airline paid out an average of £651 per customer for a total of £1,482,183 in compensations.
In contrast, British Airways had a lower complaints rate per million customers but a higher rate of upheld complaints at 83%. The airline paid out £6,238,378 in total, with an average compensation of £837 per customer.
Surprisingly, Ryanair did not lead in complaints, with a rate of 188 complaints per million customers. The airline had a low rate of upheld complaints at 28% and an average compensation of £694.
Wizz Air attributed its lower complaint rates to investments in customer service initiatives like the Customer First Compass program. The airline highlighted improved flight completion rates and on-time performance as indicators of enhanced customer satisfaction. Wizz Air emphasized its commitment to addressing disruptions promptly through tools like the Amelia AI Chatbot and a streamlined complaint submission process on their website.
