---

An Analysis of the Most Disliked Airlines in the Modern Aviation Industry

 

---

1.0 Executive Summary

This report identifies and analyzes the ten airlines that consistently rank as the most disliked by passengers, based on recent studies, consumer complaint data, and passenger surveys. The analysis reveals that passenger dissatisfaction is rarely tied to a single factor but is instead a confluence of operational failures, poor customer service, and perceived unfair fee structures. Key drivers of discontent include high rates of flight disruptions, cramped seating, hidden fees, and inadequate communication during service failures. Recent studies from authoritative sources like the Air Quality Rating (AQR) and the U.S. Department of Transportation (DOT) confirm that while the industry faces universal challenges, a select group of carriers consistently underperforms relative to their peers.

2.0 Introduction: Defining “Disliked” in Aviation

In the context of air travel, an airline being “disliked” is a subjective measure quantified through objective data. Key metrics used to determine this include:

· Official Consumer Complaints: Data filed with government bodies like the U.S. DOT.
· Operational Performance: Rates of cancellations, delays, and denied boardings.
· Customer Satisfaction Surveys: Direct feedback from passengers on comfort, service, and value.
· Third-Party Reviews and Social Sentiment: Analysis of reviews on platforms like Trustpilot and social media.

This report synthesizes these data points to present a current and evidence-based list of the most disliked airlines.

3.0 The 10 Most Disliked Airlines: A Synthesis of Recent Data

Based on an aggregation of recent studies and consumer data from 2022-2024, the following airlines frequently appear at the bottom of industry rankings. The list is not strictly ordinal, as rankings can vary by region and study focus, but these ten carriers are perennial contenders for the title of most disliked.

1. Frontier Airlines
   Often cited as the airline with the highest complaint rate,Frontier is a prime example of the “ultra-low-cost carrier” (ULCC) model taken to an extreme. Passengers report frustration with its extensive array of fees for carry-on bags, seat selection, and even water, which can often exceed the base fare. Coupled with a poor on-time performance record, this fee structure generates significant consumer ire (U.S. DOT, 2023).
2. Spirit Airlines
   Similar to Frontier,Spirit operates on an aggressive ULCC model. It consistently ranks at or near the bottom in customer satisfaction surveys, such as those by J.D. Power. The non-reclining, tightly packed seats and pervasive fees are major pain points for passengers (J.D. Power, 2023).
3. American Airlines
   As one of the world’s largest”legacy” carriers, American’s scale means that its operational issues affect a vast number of passengers. It has historically had one of the highest rates of consumer complaints to the DOT, driven by flight disruptions, baggage handling problems, and perceived poor customer service (Airline Quality Rating, 2023).
4. United Airlines
   United faces criticism similar to American,stemming from its size and the complexity of its operations. High-profile incidents, such as the forcible removal of a passenger in 2017, have had a lasting impact on its reputation. More recently, operational meltdowns, particularly in hub cities during weather events, have led to widespread passenger strandings and negative press.
5. Ryanair
   The European equivalent of Frontier and Spirit,Ryanair is notorious for its rigid fees, strict policies, and no-frills service. While it is successful from a business perspective, passenger sentiment is frequently negative, with complaints focusing on customer service inflexibility and additional charges for everything from priority boarding to printing a boarding pass at the airport.
6. British Airways
   Once renowned for its premium service,British Airways has faced a decline in passenger perception in recent years. Complaints often cite cost-cutting measures, aging aircraft on short-haul routes, IT failures leading to mass cancellations, and a perceived drop in service quality relative to its premium brand positioning.
7. Lufthansa
   Germany’s flag carrier has faced a surge in passenger dissatisfaction post-pandemic.A 2023 study by the European Consumer Centre Network noted a high volume of complaints, particularly regarding customer service responsiveness in handling flight cancellations and delays, and the processing of EU261 compensation claims (ECCN, 2023).
8. Air Canada
   As Canada’s largest carrier,Air Canada receives a disproportionate share of passenger complaints in its home market. The Canadian Transportation Agency has been inundated with complaints, largely concerning flight disruptions, lost luggage, and a cumbersome process for seeking compensation, leading to a class-action lawsuit in 2023 (CTV News, 2023).
9. Allegiant Air
   This U.S.-based ULCC has faced scrutiny not only for customer service and fees but also for past safety concerns,though the FAA has cleared its operations. Its point-to-point route structure means that when a flight is canceled, re-accommodation can take days, leading to significant passenger distress.
10. EasyJet
    Another major European ULCC,EasyJet, competes directly with Ryanair. Passenger complaints are commonplace, focusing on last-minute flight changes, delays, and the high cost of add-ons that are standard on full-service carriers.

4.0 Analysis of Key Findings from Recent Studies

Several recent studies and reports provide the empirical backbone for the list above.

· The Airline Quality Rating (AQR) 2023: This annual, academically rigorous report ranked Frontier Airlines as the worst-performing U.S. airline based on a combined score of on-time performance, denied boardings, mishandled baggage, and customer complaints. Spirit and American Airlines also featured in the bottom three (AQR, 2023).
· J.D. Power 2023 North America Airline Satisfaction Study: This study clearly delineates between airline segments. In the “Basic Economy” segment, which includes ULCCs, Spirit and Frontier scored significantly below the segment average. The study highlights that price alone does not drive satisfaction; value and treatment do (J.D. Power, 2023).
· U.S. Department of Transportation Air Travel Consumer Report: The DOT’s monthly data is a critical barometer. Its September 2023 report showed Frontier with a complaint rate of 20.98 per 100,000 enplanements—more than six times the industry average. Spirit and American followed with the second and third highest rates (U.S. DOT, 2023).
· European Consumer Centre Network (ECCN): A 2023 report highlighted a post-pandemic “complaint avalanche” against airlines, with Lufthansa Group and Ryanair being among the most complained-about carriers for issues related to cancellations and refunds (ECCN, 2023).

5.0 Conclusion

The title of “most disliked airline” is consistently held by carriers that prioritize ultra-low base fares at the expense of passenger comfort and reliable service, such as Frontier and Spirit. However, large network carriers like American and United are not immune, as their operational complexity makes them vulnerable to systemic failures that impact millions. Recent studies confirm that the core drivers of passenger dissatisfaction remain unchanged: a sense of being nickel-and-dimed, a lack of transparency, and a failure to be cared for during inevitable travel disruptions. For airlines seeking to improve their reputation, the data suggests that investing in operational reliability and fair, transparent customer service is as crucial as offering competitive prices.

---

6.0 Citations

1. Airline Quality Rating (AQR). (2023). 2023 Airline Quality Rating Report. Wichita State University and Embry-Riddle Aeronautical University. https://airlinequalityrating.com/2023/04/2023-airline-quality-rating-released/
2. J.D. Power. (2023). J.D. Power 2023 North America Airline Satisfaction Study. https://www.jdpower.com/business/press-releases/2023-north-america-airline-satisfaction-study
3. U.S. Department of Transportation (DOT), Office of Aviation Consumer Protection. (2023). Air Travel Consumer Report: September 2023. https://www.transportation.gov/airconsumer/air-travel-consumer-reports
4. European Consumer Centre Network (ECCN). (2023). Air Passenger Rights in the EU: ECCN Report on Complaints and Queries 2022. https://www.eccnet.eu/
5. CTV News. (2023). Class-action lawsuit approved for Air Canada customers seeking compensation for delayed flights. https://www.ctvnews.ca/business/class-action-lawsuit-approved-for-air-canada-customers-seeking-compensation-for-delayed-flights-1.6358812