In the UK, the airline that received the most complaints is not Ryanair or easyJet. Although air travel can be a remarkable experience, swiftly transporting us worldwide, it can also be exasperating. From early morning wake-ups for flights to long boarding queues, expensive airport costs, and cramped seats, there are numerous grievances passengers face. The UK Civil Aviation Authority reported over 43,000 complaints about airlines from mid-2024 to March 2025, with common issues including flight disruptions, denied boarding, lost baggage, and inadequate assistance for disabled travelers.
Amid a challenging period for aviation in the first five months of 2025, numerous flight delays and cancellations were recorded. Dutch carrier KLM led in flight cancellations, followed by British Airways and Lufthansa. Finnair had the highest rate of flight cancellations, with 3.35% of its trips affected out of over 43,000 flights.
Passengers flying to or from the UK have the right to lodge 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. Wizz Air received 10,548 complaints from mid-2024 to March 2025, equating to 918 complaints per one million passengers.
Despite the high number of complaints, Wizz Air had a relatively low rate of upheld complaints at 47%. The airline paid out £1,482,183 in total, averaging £651 per customer. In comparison, British Airways had a lower complaints rate but a higher rate of upheld complaints, resulting in a total payout of £6,238,378, averaging £837 per customer. Surprisingly, Ryanair did not top the complaints list, with a complaints-per-million-customers rate of 188, a low complaints upheld rate of 28%, and an average award of £694 per customer.
Wizz Air attributed its improvement in customer service to significant investments, including the Customer First Compass initiative launched in 2025. The airline highlighted a high flight completion rate, improved on-time performance, and increased customer satisfaction. Wizz Air emphasized its commitment to quick responses to disruptions, offering customer support through automated tools like Chatbot Amelia AI, phone services, and online claims submission. The airline aims to enhance operations, minimize delays, and provide reliable customer assistance during disruptions.