Wizz Air Tops UK Complaint Rate, Surpassing Ryanair and British Airways

New data from the UK Civil Aviation Authority (CAA) reveals a surprising leader in passenger complaints.

Wizz Air recorded the highest rate of airline customer grievances in the UK. The Hungarian low-cost carrier surpassed competitors like Ryanair and easyJet. The CAA figures cover the period between mid-2024 and March 2025.

The CAA Data Breakdown

The CAA received over 43,000 total complaints about UK-operating airlines. Common issues included flight disruption and denied boarding. Lost or damaged baggage was also a frequent complaint.

Wizz Air registered 918 complaints per million passengers carried. This high volume made it the most complained-about airline on a per-customer basis. The total number of Wizz Air complaints was 10,548.

Comparing Key Carriers

By comparison, Ryanair’s rate was significantly lower. The budget carrier logged 188 complaints per million customers. British Airways (BA) recorded a similar rate at 192 per million.

The success rate for claims varied widely among the airlines. Wizz Air’s ‘complaint upheld’ rate was 47%. This resulted in £1,482,183 in Wizz Air compensation payments. The average payout was approximately £651 per claimant.

British Airways had a much higher success rate for passengers. A significant 83% of BA complaints were upheld by the regulator. This led to total payouts of over £6.2 million. Ryanair had the lowest upheld rate at just 28%.

Wizz Air’s Operational Response

The data follows a particularly challenging period for the industry. Tens of thousands of delays and cancellations occurred in early 2025.

Wizz Air acknowledged the disruption and its complaint figures. The airline stated it has made significant operational investments since 2024. This includes the “Customer First Compass” initiative.

The carrier claims these investments are delivering results. Wizz Air reported a UK flight completion rate of 99.8% in 2025. This figure is cited as one of the best in the industry. The airline also noted a 7% point increase in customer satisfaction year-on-year. Wizz Air remains committed to improving its service and support.

Industry Impact and Regulatory Context

This high volume of UK air travel disruption complaints matters greatly. It highlights the ongoing challenges for low-cost carriers. High complaint rates can damage a brand’s reputation. This is true even with low-fare models.

Regulatory action has been a factor in the past. The CAA previously took action against Wizz Air in 2023. This forced the airline to re-examine claims. The action led to over £1.2 million in additional payouts. The CAA later confirmed Wizz Air was compliant with its commitments.

• Wizz Air recorded 918 complaints per million passengers, the highest rate in the UK.
• The UK Civil Aviation Authority received over 43,000 total complaints from mid-2024 to March 2025.
• British Airways had a lower complaint volume but a much higher 83% upheld rate.
• Wizz Air cites a 99.8% flight completion rate in 2025 following customer service investment.

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