“The airlines with the worst customer satisfaction share a common pattern: they treat service problems as isolated incidents rather than connected experiences that build up passenger frustration over time,” James Owen, Co-founder and Director at Click Intelligence, said.
Click Intelligence developed an airline Dissatisfaction Index using four indicators: passenger experience ratings, evaluations from reputable carrier reviewer Skytrax, normalized complaint search volumes, and safety records.
After evaluating the data, Click Intelligence determined the 10 airline companies with the lowest customer satisfaction ratings.
With a ranking scale of zero to 100, zero being the worst, American Airlines landed in the bottom spot.
American Airlines carries approximately 211 million passengers annually, connecting travelers to 350 destinations across the globe. The airline scored a rating of 56 out of 100, with Click Intelligence citing 11 major safety and operational accidents and just a 2.9 passenger experience score.
“When an airline loses your bag, delays your flight, and then makes you wait on hold for hours, each problem makes the others feel worse, turning minor issues into major grievances,” Owen added. “The carriers that consistently rank lowest have failed to understand that passengers judge airlines not just on whether things go wrong, but on how the airline responds when they do.”
10 Airlines With the Lowest Customer Satisfaction Ratings
- American Airlines
- Frontier Airlines
- United Airlines
- Air France
- Ryanair
- AirAsia
- Aeromexico
- Scandinavian Airlines
- Wizz Air
- British Airways
