Air Travel At Its Worst—And Best
Behind every smiling check-in and polished aircraft lies a reputation built on real passenger experiences. Some carriers cut corners in places that matter most, while others manage to make flying surprisingly pleasant. This list separates those that consistently disappoint from those that deliver. Before you find yourself stuck in a seat you regret paying for, check which airlines continue to miss the mark and those that don’t.
1. Spirit Airlines
Spirit has long held a top spot in DOT complaint rankings, which reflects a deep disconnect with its passengers. Travelers frequently mention indifferent staff, rigid change policies, and steep charges for even basic services. Combined with delays and tight seating, the experience often feels punishing.
2. Ryanair
For many European travelers, Ryanair represents the downside of ultra-low-cost flying. The airline has faced multiple lawsuits over misleading pricing, the biggest case being a fine imposed during COVID-19 for failed refunds. Add to that steep baggage fees. Now, does the talk of standing seats make it any better?
3. Frontier Airlines
Frontier’s no-frills model comes at a steep cost to customer satisfaction. It ranked lowest in J.D. Power’s 2023 report, largely due to stripped services, add-on-heavy pricing, and limited human support. When delays occur, rebooking often becomes an overwhelming ordeal.
4. British Airways
Despite its legacy status, British Airways has seen steady declines in service quality, and customer satisfaction has fallen since 2019. Additionally, a major IT failure in 2022 triggered thousands of complaints. Coupled with baggage issues and unreachable support lines, its premium image feels increasingly hollow.
Steve Lynes from Sandshurst, United Kingdom on Wikimedia
5. Allegiant Air
Allegiant’s low fares often mask a maze of operational challenges. The FAA has flagged safety concerns, while limited schedules and aging aircraft lead to frequent disruptions. To that, add in inconsistent outsourced support and excessive fees, and many travelers end up feeling shortchanged.
Eddie Maloney from North Las Vegas, USA on Wikimedia
6. Air India
In 2024, Air India recorded the worst UK airport delay record and was subsequently fined for poor disruption handling. Once respected, it now struggles under the weight of ongoing service failures. Moreover, ongoing strikes and sluggish customer support continue to hamper its operations.
7. TAP Air Portugal
A refund crisis in 2022 sparked widespread backlash against TAP Air Portugal, and ongoing strikes and weak crisis communication only deepen the frustration. Another downside? The airline has become known for poor compensation after delays and frequent overbookings.
Aero Icarus from Zürich, Switzerland on Wikimedia
8. China Eastern Airlines
Feedback from international travelers often highlights a lack of support at China Eastern Airlines. It receives poor customer service ratings on Skytrax, particularly during cancellations, which are rarely accompanied by compensation. Limited English-language assistance, cold staff interactions, and subpar long-haul amenities further detract from the flying experience.
9. United Airlines
Delays and surprise rebookings continue to be a regular source of tension for travelers, along with baggage issues that have shown little improvement. The airline even made global headlines in 2017 after forcibly removing a passenger. Today, United Airlines remains under the weight of its damaged reputation.
InSapphoWeTrust from Los Angeles, California, USA on Wikimedia
10. Swoop Airlines
Low-cost promises come with recurring complaints. Swoop Airlines canceled over 30% of its flights during summer 2023 and triggered a Canadian investigation. Passengers face few support options, and even water or carry-on bags incur charges. Many also report problems using the mobile app.
Tomás Del Coro from Las Vegas, Nevada, USA on Wikimedia
When some carriers are failing at customer service, others are flourishing. These are the carriers that go the extra mile to make flying feel exceptional.
1. Singapore Airlines
Singapore Airlines got the top spot in the 2023 Skytrax World Airline Awards and continues to impress with attentive crews and personalized service. Premium cabins feature signature dishes, while kids receive toys and care kits. Passengers consistently experience thoughtful touches from the moment they board.
Kentaro Iemoto from Tokyo, Japan on Wikimedia
2. Emirates
Travelers looking for elegance often turn to this airline. Emirates ranks among the world’s best, offering First Class suites, onboard showers, and Arabic coffee as a welcome. Cabin crew trained in hospitality and the 6,500-channel ICE entertainment system complete the premium journey.
Maarten Visser from Capelle aan den IJssel, Nederland on Wikimedia
3. ANA (All Nippon Airways)
Onboarding with this airline, you’ll quickly notice the precision and care in every interaction. ANA sets the bar in Asia with spotless cabins and on-time arrivals. The airline’s multilingual support and elegant lounges—even in smaller airports—help create a seamless and relaxing travel experience.
pjs2005 from Hampshire, UK on Wikimedia
4. Qatar Airways
Qatar Airways holds its Skytrax 5-Star rating and offers exceptional luxury in every cabin. The best being Business Class, which features the award-winning Qsuite. When you fly Qatar, expect Michelin-starred meals, chauffeur service, ample baggage allowance, and premium amenity kits from takeoff to landing.
5. Etihad Airways
Generous legroom and personal screens are available even in Economy class on Etihad Airways. It sets itself apart with First Class suites that include wardrobes and butlers, as well as Flying Nanny support for families. Lounge access is available for a fee, and luxury-brand amenity kits enhance the flying experience.
Richard Vandervord on Wikimedia
6. Virgin Atlantic
Flying with this airline often feels refreshingly upbeat due to its friendly crew. Virgin Atlantic stands out for serving Champagne in Premium Economy and for its creative cabin lighting. Travelers also get a dedicated “Flying Without Fear” program that helps nervous fliers feel more confident in the air.
7. Delta Air Lines
Customer satisfaction among legacy carriers remains the highest for this airline, thanks to an app that facilitates rebooking and provides real-time support. All cabins even include complimentary Wi-Fi and snacks. Delta Air Lines also delivers an on-time arrival rate above 85% and ranks well for employee satisfaction.
Cory W. Watts from Madison, Wisconsin, United States of America on Wikimedia
8. Japan Airlines
This leading Asian airline consistently earns five-star Skytrax ratings, celebrated for its signature bowing etiquette and attentive cabin service. Every journey is marked by comfort and care, with oshibori towels, family-friendly seating, and thoughtful accommodations for elderly passengers enhancing the onboard experience.
David Osborn/Aeroprints.com on Wikimedia
9. Hawaiian Airlines
Hawaiian Airlines welcomes travelers with warm service from the moment they board. Ranked #1 for punctuality among U.S. carriers in 2023, it also offers free meals on all trans-Pacific routes. Some flights even feature lei greetings, while native Hawaiian speakers help carry the island spirit onboard.
Dylan Ashe from San Jose, USA on Wikimedia
10. Turkish Airlines
Passengers can explore Istanbul through free layover tours before even reaching their final destination. Turkish Airlines further enhances the journey with gourmet Turkish meals in Economy, onboard chefs in Business Class, and entertainment available in over 40 languages. Amenity kits are also included on international routes.
