Airline Customer Service Complaint Rankings (2024)
Every U.S. airline ranked by customer service complaint rate.
Customer service complaints reflect the human side of airline failures. When flights are disrupted, passengers often find themselves on hold for hours, dealing with unhelpful agents, or receiving conflicting information. Airlines with understaffed call centers and rigid policies tend to generate the most customer service complaints.
Your Rights: Customer Service Issues
While there is no specific regulation guaranteeing courteous service, airlines are required to respond to written complaints within 60 days. If you are getting nowhere with phone agents, write to the airline's consumer affairs department and CC the DOT.
Airlines Ranked by Customer Service Complaints
Only airlines where customer service was the top complaint category in at least one month. Source: DOT, 2024.
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Frequently Asked Questions
Which airline has the most customer service complaints?
Wizz Air has the highest rate of customer service complaints at 16.2 per 100,000 passengers, with 6,146 total customer service complaints filed in 2024.
What are my rights for customer service issues?
While there is no specific regulation guaranteeing courteous service, airlines are required to respond to written complaints within 60 days. If you are getting nowhere with phone agents, write to the airline's consumer affairs department and CC the DOT.
How do I file a customer service complaint?
First contact the airline directly. If they don't resolve it, file a complaint with the DOT at airconsumer.dot.gov specifying "Customer Service" as the issue type. Use Flight Check's Disruption Desk (flightcheck.live/disruption-desk) to generate a complaint letter and check what you're owed with the Compensation Calculator (flightcheck.live/compensation-calculator).
Other Complaint Categories
Source: DOT Air Travel Consumer Report, January–December 2024.