The airline with the highest number of complaints in the UK is neither Ryanair nor easyJet.
Flying can be a remarkable experience, swiftly transporting us worldwide in just a few hours, but it can also be exasperating and bothersome. From early wake-up calls for morning flights to lengthy boarding queues, expensive airport expenses, and cramped seating, there are numerous reasons for dissatisfaction.
According to the latest 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. Issues such as flight disruptions, denied boarding, baggage mishandling, and inadequate assistance for passengers with disabilities were among the most common grievances.
Amidst a challenging period for aviation, the first five months of 2025 saw tens of thousands of flight delays and cancellations. Dutch carrier KLM led with 2,760 canceled flights, followed by British Airways (1,763) and Lufthansa from Germany (1,757), as reported by FlightRight.
Finnair had the highest flight cancellation rate at 3.35% out of more than 43,000 flights during those five months.
Passengers flying to or from the UK have the right to file complaints with the UK Civil Aviation Authority regardless of the reason for their dissatisfaction.
An analysis of the Authority’s data revealed that Wizz Air had the highest number of complaints per million passengers flown, surpassing Ryanair. Wizz Air received 10,548 customer complaints between mid-2024 and March 2025, equating to 918 complaints per million passengers, indicating nearly 1,000 complaints per customer during that period.
Despite the high number of complaints, Wizz Air had a relatively low rate of upheld complaints at 47% and paid out £1,482,183, averaging £651 per customer.
In contrast, British Airways had a lower complaints rate of 192 per million customers but upheld 83% of the complaints, resulting in a total payout of £6,238,378, or £837 per customer.
Despite expectations, Ryanair did not receive the most complaints, with a complaints-per-million-customers rate of 188, a low complaints upheld rate of 28%, and an average payout of £694.
Wizz Air emphasized its commitment to customer service and highlighted investments made to enhance operations, including the Customer First Compass initiative. Continuous efforts are being made to improve service quality, reduce disruptions, and provide reliable support to customers during travel inconveniences.
