The airline that received the most complaints in the UK is neither Ryanair nor easyJet. While air travel can be a remarkable experience, swiftly transporting us globally in a few hours, it can also be exasperating. From early wake-up calls for morning flights to long boarding queues, expensive airport expenses, and cramped seating, there are numerous reasons for dissatisfaction.
According to recent data from the UK’s Civil Aviation Authority, over 43,000 complaints were lodged against airlines operating in the UK from mid-2024 to March 2025. The common grievances include flight disruptions, denied boarding, baggage mishandling, and lack of assistance for passengers with disabilities.
Following a challenging period for the aviation industry, plagued by thousands of delays and cancellations in the first five months of 2025, Dutch carrier KLM topped the list by canceling 2,760 flights, trailed by British Airways with 1,763 cancellations and Lufthansa with 1,757 cancellations.
Finnair had the highest flight cancellation rate at 3.35% out of over 43,000 total flights during those five months. Passengers who experienced issues during flights to or from the UK have the right to file complaints with the UK Civil Aviation Authority.
Analyzing the latest data, Wizz Air emerged with the highest number of complaints per million passengers flown, surpassing Ryanair. Wizz Air received 10,548 customer complaints from mid-2024 to March 2025, equating to 918 complaints per million passengers. Notably, Wizz Air had a 47% ‘complaint upheld’ rate during this period, paying out an average of £651 per customer.
In contrast, British Airways had a lower complaints rate at 192 per million customers, but 83% of complaints were upheld, resulting in a total payout of £6,238,378, averaging £837 per customer. Surprisingly, Ryanair did not receive the highest number of complaints, with a complaints-per-million-customers rate of 188, a low complaints upheld rate of 28%, and an average award of £694.
Wizz Air emphasized its commitment to customer satisfaction, citing significant investments in operational improvements, including the Customer First Compass initiative. The airline reported a UK flight completion rate of 99.8% and a 14.23% improvement in on-time performance in 2025 compared to 2024. Wizz Air provides various customer support channels, such as the Chatbot Amelia AI and a dedicated website for submitting complaints.
The airline acknowledged occasional disruptions and pledged to enhance operations, reduce delays and cancellations, and offer reliable customer support during challenging situations.