UK’s Most Complained-About Airline Revealed—It’s Not Ryanair, easyJet, or BA
Recent statistics from the UK Civil Aviation Authority reveal that Wizz Air is the most complained-about airline in the country. The data shows that Wizz Air received a staggering 918 complaints per million passengers from mid-2024 to March 2025.
Overview of Airline Complaints in the UK
In total, over 43,000 complaints were registered against UK airlines during the specified period. The common issues raised by passengers include:
- Flight disruptions
- Denied boarding
- Lost or damaged luggage
- Insufficient assistance for disabled travelers
This surge in complaints comes after a turbulent period for the aviation industry, characterized by numerous flight cancellations and delays. The first five months of 2025 alone witnessed substantial disruptions, with KLM, British Airways, and Lufthansa leading in the number of flight cancellations.
Wizz Air’s Complaint Statistics
Wizz Air’s complaints primarily stemmed from its operational shortcomings, leading to a total of 10,548 complaints. Notably, Wizz Air’s rate of complaints upheld was only 47%, resulting in over £1.4 million in payouts to customers. This means that, on average, each disgruntled passenger received £651.
Comparative Analysis of Airline Complaints
In contrast to Wizz Air, British Airways reported significantly fewer complaints, with just 192 per million passengers. However, the airline had a high complaint-upheld rate of 83%, paying £6.2 million in total payouts, averaging £837 per customer. Notably, Ryanair did not top the complaints list, recording 188 complaints per million customers.
| Airline | Complaints per Million Customers | Complaints Upheld (%) | Average Payout (£) |
|---|---|---|---|
| Wizz Air | 918 | 47 | 651 |
| British Airways | 192 | 83 | 837 |
| Ryanair | 188 | 28 | 694 |
| Air France | 301 | 43 | 828 |
| Turkish Airlines | 265 | 51 | 718 |
Response from Wizz Air
In response to the complaints, Wizz Air emphasized its commitment to customer satisfaction and service improvements. The airline has invested heavily in operational upgrades, including a £12 billion framework known as the Customer First Compass initiative. They reported a significant increase in their flight completion rate and on-time performance in 2025.
Wizz Air acknowledged the inevitability of occasional disturbances and highlighted their proactive measures. The airline has implemented a 24/7 automated chatbot service and maintains an accessible customer service team for support.
Conclusion
As air travel continues to evolve, airlines like Wizz Air face scrutiny regarding their customer service performance. With ongoing investments and operational improvements, the airline aims to enhance passenger satisfaction and mitigate complaints in the future.
