Flying today isn’t what it used to be. Airlines once took pride in offering exceptional customer service, but in 2024, many passengers are left dealing with delays, surprise fees, or endless holds with customer service.
According to the U.S. Department of Transportation, Frontier Airlines takes the top spot for complaints, followed by Spirit Airlines and JetBlue. By comparison, American Airlines had fewer complaints, with six per 100,000 passengers. Whether it’s constant delays, hidden fees, or poor customer service, these airlines are leaving travelers frustrated and taking to social media to share their experiences.
American Airlines: Big Brand, Bigger Headache
American Airlines may be one of the largest U.S. carriers, but it often leaves its passengers less than impressed. In 2024, the airline received six complaints per 100,000 passengers, with frequent issues surrounding delays and communication.
While American Airlines offers an extensive network and loyalty programs, many travelers find the airline’s communication and customer service lacking when things go wrong. Passengers often report long waits to resolve issues like flight cancellations or lost baggage. If you’re flying American Airlines, be prepared for potential delays and lengthy customer service wait times.
United Airlines: Overbooking Nightmares
Overbooking remains a significant problem for United Airlines, despite efforts to improve. United’s habit of selling more tickets than there are seats often leaves passengers in a bind. In 2024, United registered 7.4 complaints per 100,000 passengers, with many complaints centered on passengers being bumped from flights due to overbooking?.
While United has improved its overall service, the overbooking issue continues to generate frustration. If you’re flying United, it’s wise to check in early and stay updated on your flight status to avoid last-minute surprises.
Spirit Airlines: Cheap, but You’ll Pay for It
Spirit Airlines is known for offering low-cost flights, but that affordability often comes with a downside. In 2024, Spirit received 15 complaints per 100,000 passengers, with the most common issues being surprise fees, last-minute cancellations, and poor customer service?.
Spirit Airlines frequently charges for everything beyond the basic seat, and travelers report that by the time they pay for extras like luggage, seat selection, and even water, the ticket price doesn’t seem so cheap after all. If you’re booking with Spirit, expect additional fees and brace yourself for minimal assistance if things go wrong.
Frontier Airlines: Expect Surprises (Mostly Fees)
Leading the list of complaints in 2024 is Frontier Airlines, with 33 complaints per 100,000 passengers?. Frontier is notorious for its surprise fees, often charging passengers for basic services such as water and seat selection. Many travelers are lured in by the low upfront cost, only to be surprised by how quickly those costs add up.
Passengers frequently report long delays and a lack of transparency from the airline. If you’re considering flying Frontier, be prepared for extra fees and possible delays—bring snacks, water, and plenty of patience.
JetBlue: Losing Its Shine
Once a favorite among U.S. travelers, JetBlue has seen its reputation slip in recent years. In 2024, JetBlue recorded 13 complaints per 100,000 passengers, with many travelers reporting frequent delays and disorganized service.
JetBlue’s signature perks like extra legroom and free Wi-Fi still appeal to many, but they may not be enough to outweigh the airline’s increasing delays and communication issues. If you’re flying JetBlue, it’s a good idea to check your flight status frequently and be prepared for potential delays.
Allegiant Air: Low Fares, High Risk
Allegiant Air might offer some of the lowest fares in the industry, but travelers frequently report that the savings come at the cost of reliability. In 2024, Allegiant received 12 complaints per 100,000 passengers, with passengers often citing delays and poor communication?.
While the low-cost tickets can be tempting, Allegiant is often not the best choice for those looking for dependability. If you’re flying Allegiant, be prepared for the possibility of delays and limited customer service when problems arise.
Ryanair: European Cheap, but Painfu
Ryanair is known across Europe for offering incredibly low fares, but passengers frequently report that the savings come at the expense of comfort and service. Ryanair’s business model is based on keeping fares low, but travelers often find themselves paying extra for essentials like boarding passes, seat selection, and luggage. Delays and abrupt changes to flight schedules are also common complaints.
In 2024, Ryanair’s focus on affordability over customer service continues to leave many travelers frustrated. For budget-conscious travelers, it’s important to factor in all the potential fees before booking, as those hidden costs can quickly add up. If you’re flying Ryanair, expect a no-frills experience—and don’t forget to print your boarding pass ahead of time to avoid extra charges at the airport.
Southwest Airlines: Friendly, but Not Perfect
Southwest Airlines still holds its reputation for friendly service, particularly with its no-fee policy on checked bags, but it hasn’t been immune to recent issues. In 2024, Southwest faced growing complaints about flight cancellations and disruptions, particularly during peak travel times. While passengers appreciate the laid-back atmosphere and free checked bags, many have voiced concerns about the airline’s handling of schedule changes and its response to disruptions.
Southwest’s “no assigned seating” policy remains both a blessing and a curse for travelers, with some loving the flexibility, while others find the boarding process chaotic. If you’re flying Southwest, it’s wise to check your flight status frequently, especially during busy travel periods, and have a backup plan in case of cancellations.
British Airways: High Expectations, Low Satisfaction
British Airways continues to market itself as a premium airline, but many passengers feel that the service falls short of the brand’s promises. Long delays, lack of communication, and poor customer service are frequent complaints, especially on international routes. In 2024, British Airways struggled with several high-profile incidents of lost luggage and long wait times for customer assistance, frustrating passengers who paid for premium service.
While British Airways boasts an extensive global network, passengers frequently express disappointment with the airline’s handling of disruptions, citing long delays and minimal compensation when things go wrong. For those flying British Airways, it’s best to prepare for potential delays and double-check your baggage handling to ensure a smooth trip.
What Travelers Need to Know
When flying with any of these airlines, it’s important to manage your expectations. Delays, hidden fees, and poor communication are common issues across both budget and legacy carriers. Travelers often find that no airline is immune from criticism, with complaints piling up from both infrequent and regular flyers.
The best way to avoid headaches? Always double-check your flight details, be aware of the fine print regarding fees, and stay prepared for potential delays. Whether it’s Spirit’s hidden costs or Frontier’s lengthy waits, a little preparation goes a long way toward avoiding major frustrations.
Featured Image Credit: Shutterstock / Markus Mainka.
For transparency, this content was partly developed with AI assistance and carefully curated by an experienced editor to be informative and ensure accuracy.
