(UK, 27th) – A global study has revealed the airlines that passengers are most dissatisfied with. The results show that American Airlines tops the list with the lowest ratings and highest accident rate, earning it the title of “the most painful airline for passengers.” It is followed by Frontier Airlines and United Airlines.
This study was conducted by UK data analysis agency Click Intelligence. The research team analyzed nearly 20 major airlines from 84 countries worldwide, combining passenger reviews, scores from international airline rating agency Skytrax, complaint data, and safety records to calculate a comprehensive score called the “Passenger Dissatisfaction Index.” The higher the score, the more dissatisfied passengers are and the worse the flying experience.
The results reveal that “American Airlines”—the world’s largest airline in terms of passenger volume, total passenger miles, and fleet size—tops the ranking as “the most painful airline for passengers.” It is closely followed by US low-cost carrier Frontier Airlines and major airline United Airlines.
According to the report, American Airlines’ passenger satisfaction score was only 2.9 out of 10, with a total dissatisfaction index of 56 out of 100, and it recorded 11 major safety or operational incidents—the most of any airline on the list.
"These airlines with the worst customer satisfaction share common traits," noted Click Intelligence co-founder James Owen: "They always treat service issues as isolated incidents, neglecting how these repeated mistakes accumulate over time and intensify passenger frustration."
The top 10 “Most Dissatisfying” Airlines — Rankings and Analysis:
(1) American Airlines: Dissatisfaction index of 56 points, lowest overall rating, and 11 major incidents. Despite serving 350 destinations, passenger satisfaction is extremely low.
(2) Frontier Airlines: Cheap flights but limited joy. Dissatisfaction index of 55, 5 incidents, and around 33 million dissatisfied passengers annually.
(3) United Airlines: Serves 173 million passengers annually but still fails to win favor. Dissatisfaction index of 54, with a long list of complaints.
(4) Air France: The French flag carrier also recorded 11 major incidents, and a dissatisfaction index of 53. High lost luggage rates mean trips to romantic Paris often hit a snag at the baggage claim.
(5) Ryanair: Europe’s well-known low-cost giant, headquartered in Ireland, has a dissatisfaction index of 51. Fares are low, but patience is required.
(6) AirAsia: Malaysia’s second international airline and the largest low-cost carrier in Asia. Although it transports 34 million passengers annually, its dissatisfaction index hits 50.
(7) Aeromexico: Recorded 6 major incidents, dissatisfaction index of 49.
(8) Scandinavian Airlines: The flag carrier of Denmark, Norway, and Sweden, owned by the SAS Group. However, Nordic efficiency does not always translate into passenger satisfaction, with a dissatisfaction index of 47.
(9) Wizz Air: The Hungarian low-cost carrier transports 63 million passengers annually but has few loyal fans. Dissatisfaction index of 45, and is listed as one of the most notorious airlines in Europe.
(10) British Airways: The UK’s flag carrier was once a symbol of premium air travel but is now famous worldwide for “most baggage-related complaints,” with a dissatisfaction index of 43.
This study was conducted by UK data analysis agency Click Intelligence. The research team analyzed nearly 20 major airlines from 84 countries worldwide, combining passenger reviews, scores from international airline rating agency Skytrax, complaint data, and safety records to calculate a comprehensive score called the “Passenger Dissatisfaction Index.” The higher the score, the more dissatisfied passengers are and the worse the flying experience.
The results reveal that “American Airlines”—the world’s largest airline in terms of passenger volume, total passenger miles, and fleet size—tops the ranking as “the most painful airline for passengers.” It is closely followed by US low-cost carrier Frontier Airlines and major airline United Airlines.
According to the report, American Airlines’ passenger satisfaction score was only 2.9 out of 10, with a total dissatisfaction index of 56 out of 100, and it recorded 11 major safety or operational incidents—the most of any airline on the list.
"These airlines with the worst customer satisfaction share common traits," noted Click Intelligence co-founder James Owen: "They always treat service issues as isolated incidents, neglecting how these repeated mistakes accumulate over time and intensify passenger frustration."
The top 10 “Most Dissatisfying” Airlines — Rankings and Analysis:
(1) American Airlines: Dissatisfaction index of 56 points, lowest overall rating, and 11 major incidents. Despite serving 350 destinations, passenger satisfaction is extremely low.
(2) Frontier Airlines: Cheap flights but limited joy. Dissatisfaction index of 55, 5 incidents, and around 33 million dissatisfied passengers annually.
(3) United Airlines: Serves 173 million passengers annually but still fails to win favor. Dissatisfaction index of 54, with a long list of complaints.
(4) Air France: The French flag carrier also recorded 11 major incidents, and a dissatisfaction index of 53. High lost luggage rates mean trips to romantic Paris often hit a snag at the baggage claim.
(5) Ryanair: Europe’s well-known low-cost giant, headquartered in Ireland, has a dissatisfaction index of 51. Fares are low, but patience is required.
(6) AirAsia: Malaysia’s second international airline and the largest low-cost carrier in Asia. Although it transports 34 million passengers annually, its dissatisfaction index hits 50.
(7) Aeromexico: Recorded 6 major incidents, dissatisfaction index of 49.
(8) Scandinavian Airlines: The flag carrier of Denmark, Norway, and Sweden, owned by the SAS Group. However, Nordic efficiency does not always translate into passenger satisfaction, with a dissatisfaction index of 47.
(9) Wizz Air: The Hungarian low-cost carrier transports 63 million passengers annually but has few loyal fans. Dissatisfaction index of 45, and is listed as one of the most notorious airlines in Europe.
(10) British Airways: The UK’s flag carrier was once a symbol of premium air travel but is now famous worldwide for “most baggage-related complaints,” with a dissatisfaction index of 43.