20 Worst Airlines in America for Customer Satisfaction ​

If frustration were frequent flyer miles, passengers of these airlines would be globetrotting in gold class.

Prepare for tales of cramped seats, confusing fees, and the elusive quest for a complimentary snack.

Here’s our guide to the 20 airlines making turbulence a ground experience.

1. Frontier Airlines

Frontier Airlines ranks as the least satisfying airline for customers due to numerous issues. This carrier often faces criticism for its additional fees and lackluster customer service. Passengers frequently report dissatisfaction with the airline’s handling of delays and cancellations.

Frontier’s business model focuses on low-cost fares, but this comes at the expense of comfort and convenience. The seating is noted for being cramped, and amenities are minimal unless additional fees are paid.

The airline’s customer support struggles to handle the volume of complaints effectively, leading to further customer frustration.

2. Spirit Airlines

Spirit Airlines is known for its ultra-low-cost fares, which attract budget-conscious travelers. However, this cost saving is offset by high fees for baggage and seat selection, contributing to a poor overall customer experience.

The airline has a reputation for delays and a high number of cancellations, which has been a significant point of frustration for passengers. Additionally, the comfort of the flights is often criticized due to minimal legroom and no free in-flight services.

Customer service is another area where Spirit does not fare well, with many passengers expressing dissatisfaction with the resolution of their concerns.

3. Southwest Airlines

Southwest Airlines, often praised for its customer service, has faced challenges recently. Despite offering free checked bags and no change fees, the airline has seen a decline in customer satisfaction ratings.

The airline’s seating policy, which does not assign seats but operates on a first-come, first-served basis, can be stressful and inconvenient for many passengers, especially during busy travel times.

While Southwest maintains a loyal customer base, recent operational challenges, including handling of weather-related disruptions, have impacted its reputation.

4. Allegiant Air

Allegiant Air serves as a low-cost alternative for many travelers, focusing on smaller airports and fewer flights. This strategy leads to less crowded experiences but has drawbacks in reliability and service consistency.

The airline’s limited schedule can lead to significant delays and cancellations, which are problematic for passengers needing reliable travel options.

Allegiant’s customer service has room for improvement, especially in handling disruptions and communicating effectively with passengers during delays.

5. American Airlines

American Airlines, one of the largest in the world, struggles with various customer service issues, including handling of baggage and delays. Its large network sometimes leads to operational challenges that affect passenger satisfaction.

The airline has faced criticism for its cramped seating in economy class and the additional fees charged for basic amenities, which can significantly increase the total travel cost.

Technical issues with booking systems and flight operations have also led to public relations issues and customer dissatisfaction in recent times.

6. United Airlines

United Airlines is a major carrier that has faced significant scrutiny over its customer service practices, particularly during incidents that received widespread media coverage. The airline has worked to improve its image but still struggles in areas like baggage handling and on-time performance.

Seating comfort and in-flight amenities in United’s economy class are areas of frequent complaints, with passengers feeling that upgrades are necessary to achieve a comfortable flight experience.

The airline’s efforts to improve customer service have been noted, but consistency remains an issue, affecting overall satisfaction ratings.

7. Delta Airlines

Delta Airlines, while generally rated higher than some of its competitors, still faces challenges that place it on this list. Issues with baggage handling and occasional system outages have led to passenger dissatisfaction.

The airline’s commitment to improving customer service is evident, but large-scale operations lead to inevitable challenges, particularly during peak travel periods or system disruptions.

Delta’s in-flight service and amenities are usually well-received, but the baseline experiences during delays and problems can tarnish its overall reputation.

8. JetBlue Airways

JetBlue Airways is known for its comfortable seating and ample in-flight amenities, including free Wi-Fi and enhanced legroom. However, it has faced criticism for its handling of schedule changes and operational disruptions.

The airline’s pricing model, which includes fees for checked bags and changes, can lead to a perception of poor value among customers who value straightforward pricing.

While JetBlue often ranks well in specific areas, the overall consistency of positive experiences can vary, leading to mixed reviews from its customer base.

9. Alaska Airlines

Alaska Airlines enjoys a strong reputation in specific regions but faces nationwide challenges that affect its customer satisfaction. These include occasional delays and inconsistencies in service delivery across its broader network.

The airline’s efforts to integrate sustainability and enhance service options are noted, but operational challenges during peak travel times can negate these positives.

Passenger feedback often highlights issues with the booking process and customer service responses during travel disruptions as areas for improvement.

10. Hawaiian Airlines

Hawaiian Airlines offers a unique travel experience with its routes to and from the Hawaiian Islands. However, its niche market also comes with specific challenges, particularly in terms of pricing and service consistency.

The airline’s focus on leisure travel means that disruptions can significantly impact the vacation plans of its customers, leading to higher levels of dissatisfaction when issues occur.

While known for in-flight hospitality reflective of Hawaiian culture, the airline can improve its handling of customer service issues and response times.

11. Breeze Airways

Breeze Airways is a newcomer to the airline world, promoting affordable routes to underserved cities. But it hasn’t been smooth sailing from the start.

Frequent delays and inconsistent service have made first impressions rocky. Passengers report frustration with poor communication during disruptions.

While the airline offers low fares, many feel the trade-off in reliability is too steep.

12. Eastern Airlines

Eastern Airlines revived a classic brand name, but many travelers feel it hasn’t lived up to expectations. Customer satisfaction ratings are low across the board.

The airline operates older aircraft, and that sometimes shows in comfort and in-flight experience. Customer service also receives regular complaints.

Its limited route network and outdated systems make traveling with them feel like a blast from the past—in the wrong way.

13. Elite Airways

Elite Airways is known for offering flights to niche destinations, but with a tiny fleet and limited staff, it runs into big problems when things go wrong.

Flight delays, sudden cancellations, and unclear customer support have pushed customer satisfaction way down.

Many passengers are left feeling stranded—both literally and figuratively.

14. Envoy Air

Envoy Air, a regional carrier under American Airlines, often faces complaints not just for delays, but also for in-flight experience.

Small planes and tight seating don’t help the situation, and when issues arise, responses can be slow or unhelpful.

As a feeder airline, its problems often ripple into the mainline carrier’s image as well.

15. Mesa Airlines

Mesa Airlines is another regional player, frequently flying under United Express. Weather often disrupts its operations, but so does poor planning.

Its fleet is aging, and delays are common, particularly in smaller hub airports.

Passengers flying Mesa often complain about communication issues and feeling “stuck” in the system.

16. PSA Airlines

PSA Airlines flies for American Airlines but often doesn’t fly high in customer ratings. Its name comes up frequently in delay reports.

While flights are short, the inconvenience isn’t. Long wait times, crew shortages, and maintenance problems leave a lasting impression.

Passengers say the experience is more chaotic than connecting flights should be.

17. Republic Airways

Republic Airways is a regional carrier working for major airlines like Delta, United, and American. But its service record is far from consistent.

Operational problems—like tight schedules and maintenance delays—create a ripple effect that passengers feel at every level.

Even though it wears the brand of bigger carriers, the experience often feels much worse.

18. CommuteAir

CommuteAir partners with United but flies smaller planes with fewer routes. That wouldn’t be a problem—except things go wrong too often.

Delays, cancellations, and low passenger comfort are recurring themes. And when things break down, it can take a while to get answers.

Passengers say their experience is forgettable at best, frustrating at worst.

19. Sun Country Airlines

Sun Country aims to offer affordable flights to leisure destinations, but it doesn’t always deliver on the “easy travel” promise.

Issues with their booking platform and last-minute cancellations have been major headaches for flyers.

Some customers report surprise fees and trouble getting help when things go wrong.

20. Avelo Airlines

Avelo Airlines is one of the newest low-cost carriers in the U.S., and while it’s cheap, it’s also inconsistent.

Delays, route cancellations, and minimal customer support have affected early impressions.

The airline has potential, but it needs to work on earning long-term loyalty from travelers.