Rebecca Garland
Rebecca Garland
Business and Education Expert

Sit back, relax, and enjoy the flight. If only it were that simple. With so many moving parts, even flying with the best airlines can be a stressful experience. Delays, cancellations, missed connections, lost or damaged baggage, additional fees, and issues related to refunds can sour the flying experience. When these problems arise, customer service teams can make or break the relationship between the worst airlines and their passengers.

So, which US airlines fly high when it comes to customer satisfaction, and which carriers are navigating more turbulent skies? We surveyed 1,577 PissedConsumer users about their experience with US-based airlines and ranked them from worst to best based on how well they managed and resolved passenger complaints.

Key Insights

  • All airlines face delays and baggage issues, but what matters most is how well they resolve them. Top-rated airlines stand out by handling problems quickly and effectively.
  • Airlines like Southwest and JetBlue demonstrate that affordable fares can coexist with strong customer support and high satisfaction. Good service isn't limited to premium pricing.
  • Low-ranked airlines according to consumers, such as Frontier and Spirit, struggle with rigid policies, slow resolution times, and customer service that is difficult to reach. These shortcomings drive consistently low satisfaction scores.

Most Common Issues With US Airlines

With more than 31,700 airline reviews on PissedConsumer, we have a bird's eye view of how well airlines manage customer expectations when their flights aren't as smooth as they could be.

Regular flyers won’t be surprised to learn that the most complained about issues include:

  • Lost or damaged baggage: 18.30% of airline reviews complain about a flight being ruined by the airline losing or damaging their baggage.
  • Delays: 17.92% of complaints are about missed connections, being late for meetings or family events, or lost vacation time due to delays.
  • Refunds: 16.52% of consumers feel they have been unfairly treated when it comes to issues relating to refunds.
  • Customer Services: 15.55% of reviewers report problems accessing or resolving issues with customer services.
  • Fees: 9.12% of reviewers aren’t happy about the additional fees often added to the price of an airline ticket for priority boarding, seat allocation, or baggage.
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What Are the Worst Airlines

Let's get this report off the ground with a list of the worst airlines based on the results of a consumer survey, which focuses on passengers' interactions with airline customer service teams and identifies the lowest levels of customer satisfaction. 

The scores were calculated using several metrics, including the percentage of passenger issues that were successfully resolved, overall satisfaction following contact with support, and Net Promoter Score (NPS), which is a key indicator of how likely travelers are to recommend the airline to others. A detailed explanation of our methodology is provided at the end of this article.

Here's how PissedConsumer users rated the worst-performing airlines:

Company

Issue Resolution, %

Communication Satisfaction, %

Recommendation, %

Overall Score

Frontier Airlines

22.12

28.26

5.09

555

Spirit Airlines

38.24

41.03

19.39

987

Breeze Airways

49.15

52.63

21.01

1228

Allegiant Air

41.94

65.00

18.64

1256

American Airlines

57.97

55.32

34.04

1473

Frontier Airlines: Poor Customer Service, Refund Issues, Deceptive Practices

Frontier Airlines positions itself as an ultra-low-cost carrier known for its no-frills service and budget-friendly fares. Headquartered in Denver, Colorado, the airline primarily operates domestic routes and emphasizes à la carte pricing, allowing passengers to pay only for the services they use.

However, while the airline is praised for its low fares, it rates poorly across many other areas of the business, including customer service, refund issues, damaged and lost luggage, and even suggestions of deceptive practice, resulting in the passengers missing flights and incurring additional charges, as highlighted in the Frontier Airlines review. 

My flight was but 2 hours and 20 minutes one way. I was in the airport for BOTH flights a total of 33 hours!!!

With an issue resolution score of just 22.12% and only 5% of reviewers recommending the airline, it results in a consumer score of 555 and a PissedConsumer rating for Frontier Airlines of just 1.5 out of five. 

Spirit Airlines: Flight Delays and Cancellations, High Baggage Fees

Spirit Airlines is another ultra-low-cost carrier offering "Bare Fares" with pay-for-what-you-use extras, such as bags, seat assignments, and refreshments. Headquartered in Dania Beach, Florida, it operates more than 700 daily flights across more than 90 destinations in the US, the Caribbean, and Latin America.

PissedConsumer reviewers tell us that while their “bare fares” are cheap, baggage fees are excessive and lack flexibility. This was highlighted in review #6032621, where a passenger accidentally booked carry-on luggage instead of check-in luggage on the app and was forced to pay $65 for each service with no refund on the accidental purchase.

This lack of flexibility is evident in the fact that only 38.24% of customer issues are resolved, resulting in a consumer score of 987 and an average PissedConsumer rating of 1.7 out of five.

Breeze Airlines: Direct Flights but Poor Customer Service

Breeze Airways is a low-cost carrier launched in May 2021 by airline industry veteran David Neeleman, the founder of JetBlue, WestJet, and Azul. The airline focuses on connecting underserved secondary cities with direct service. The airline promises a seamless booking experience with no change or cancellation fees. 

Customer reviews of Breeze Airlines on PissedConsumer suggest that the airline could improve in several areas, including poor customer service, flight delays and cancellations, and refund issues. Those same reviews also indicate that while they appreciate the airline's affordable and direct flights, they dislike the airline's automated customer service tools. 

A customer review #6648426 highlights their problem with accessing customer services after making a mistake with their booking.

If you do book with Breeze, you had better be certain you have everything correct before you confirm and pay.

The airline's reliance on AI-enabled customer service chatbots, in particular, leaves customers confused and frustrated when issues occur, resulting in less than 50% of customer service issues being resolved and a consumer score of 1228.

Allegiant Air: Flight Delays and Refund Issues

Allegiant Air is an ultra-low-cost airline based in Las Vegas, Nevada. Allegiant specializes in connecting small and mid-sized US cities with popular leisure destinations via non-stop flights.

Like many of the other low-cost airlines featured in this report, Allegiant Air has issues related to flight delays and customer service problems. However, review #5994990 on PissedConsumer also highlighted a very unusual complaint: a flight leaving too early.

The flight left 30 minutes earlier than posted. I was stranded with no alternate flight and no hotel. Gate agents said pilot wanted to leave. I asked why there is no announcement. She said there wasnt any time.

With a 41.94% resolution rate, only 18.64% of survey respondents said they would recommend Allegiant Air, resulting in a consumer score of 1256 and an average PissedConsumer rating of 1.8 out of five.

American Airlines: Easy to Contact via Social Media, but Problems With Flight Delays and Cancellations

American Airlines has the dubious honor of being the only full-service airline to appear alongside a list of budget and low-cost airlines ranked as the worst airlines. American Airlines is the largest US legacy carrier and one of the world’s most extensive airlines, operating more than 6,800 scheduled flights daily to nearly 350 destinations across 48 countries.

While American Airlines is a very different entity from Allegiant or Breeze, reviews on PissedConsumer reveal that the airline shares a great deal of commonality in terms of customer service expectations and issues related to flight delays and cancellations, refunds, and damaged or lost luggage.

One review on PissedConsumer highlights American Airlines’ problematic customer service, reporting multiple dropped calls when trying to resolve a problem with a delayed flight.

American Airlines can take heart in the fact that it outperforms all the other airlines rated as "worst" in terms of resolved issues at 57.97%. However, the airline should be concerned that only 34.04% of PissedConsumer reviewers would recommend their service, resulting in an a of 1473.

What Are the Best Airlines

Leaving more turbulent skies behind us, it's time to focus on the US airlines ranked as best. While many of the airlines on this list enjoy higher rates of issue resolution and customer satisfaction, resulting in higher consumer scores, it's also worth highlighting that they, too, suffer from the negative consequences of delays, cancellations, and lost or damaged baggage. This suggests that the primary difference between the worst and best airlines is based on how effectively they manage customer service issues.

Here's how PissedConsumer users rated our list of the best airlines:

Company Name

Issue Resolution, %

Communication Satisfaction, %

Recommendation, %

Overall Score

JetBlue Airways

60.88

61.33

40.05

1623

United Airlines

61.29

64.58

41.18

1671

Delta Airlines

68.22

62.67

37.76

1687

Sun Country

Airlines

68.18

83.33

43.48

1950

Southwest

Airlines

78.18

80.43

58.82

2174

JetBlue Airways: Good Prices, Attentive Flight Attendants, Fast Issue Resolution 

JetBlue Airways is a New York-based low-cost hybrid carrier. Headquartered in Long Island City, it operates a modern fleet of jets serving more than 100 destinations across the US, Caribbean, Latin America, and Europe.

Customer reviews on PissedConsumer highlight how a low-cost airline doesn't have to offer a threadbare service. That doesn't mean the airline doesn't face challenges related to flight delays or damaged and lost luggage. However, where the airline excels is in the speed at which it resolves consumer issues. 

Reviews like this show that even when customers have a negative experience checking in sports equipment at the airport, the experience on the flight can make all the difference.

I will say the flights themselves were great. The flight attendants were cheerful and personable and the seats are relatively spacious and the extra legroom is awesome.

With a 60.88% issue resolution rate and 40% of PissedConsumer reviewers recommending the service, JetBlue Airways enjoys a consumer score of 1623.

United Airlines: Affordable Prices, Attentive Flight Attendants

United Airlines is a major US legacy carrier headquartered in Chicago, Illinois, and is one of the largest airlines in the world. United operates an extensive domestic and international route system, serving over 300 destinations across six continents, with hubs in cities such as Newark, Houston, Chicago, and San Francisco.

Although PissedConsumer reviews of United Airlines suggest that the company has issues with problems related to lost and damaged luggage, as well as frequent mechanical issues, it is also highly praised, as seen in review #6044112, for the speed of resolution for issues such as ticket refunds.

Everything went really well. I refunded a ticket within 24 hours so far everythings good people I was dealing with were very healthful professional respectful.

But it's not all good news for United Airlines. Despite a healthy customer issue resolution rate of 61.29% and 41.18% of online reviews suggesting they would recommend the service, scoring a consumer score of 1671, the airline only receives an average PissedConsumer customer rating of 1.9 out of five (lower than the worst-ranked Breeze Airlines).

Delta Airlines: Great Inflight Service, Poor Customer Service

Delta Air Lines, headquartered in Atlanta, Georgia, is one of the world's oldest and largest legacy carriers. With a history dating back to 1925 as a crop-dusting service, it now operates more than 5,000 flights daily to over 300 destinations worldwide.

In customer reviews, Delta Airlines is praised for its attentive flight attendants, in-flight service, choice of destinations, and quality of aircraft. However, it also receives criticism for damaged and lost baggage, as well as poor customer service when issues do arise.#

A recent review on PissedConsumer (#6112994) also highlighted that Delta Airlines' customer service operations might fall short when helping passengers with additional needs.

Customer Service is NON-EXISTENT…Instead of trying to milk every penny out of customers, why don't you try hiring more staff to help customers. Maybe you would make more money in the long run with happy customers returning to Delta.

Delta Airlines currently enjoys a customer resolution score of 68.22%, with 37.76% of PissedConsumer reviewers saying they would recommend the service, giving the airline a consumer score of 1687.

Sun Country Airlines: Affordable, Timely Flights and Good Destinations

Sun Country Airlines is a Minneapolis-based hybrid low-cost carrier that initially launched as a charter airline. Today, it operates scheduled passenger flights, focusing on leisure travel to sunshine destinations. It is known for offering à la carte pricing, in-flight streaming entertainment, and in-seat power, making travel affordable yet functional for its core market.

While Sun County Airlines may be considered a small airline compared to many of the other airlines featured in this report, it certainly outperforms many much larger operators in terms of customer satisfaction.

Sun County Airlines boasts an enviable issue resolution rate of 68.18%, with 83.33% of passengers contacting their customer service team satisfied with the outcome. This gives Sun County Airlines a consumer score of 1950, making it the second-highest-rated airline on our survey.

Despite this success, Sun Country Airlines can’t rest on its laurels, as demonstrated by this very pissed consumer highlighting how the airline lost her son’s golf clubs twice!

After many days and numerous phone calls with numerous hours of hold times, his clubs were delivered to the wrong address. He had to drive over 200 miles to collect his clubs.

 

Southwest Airlines: Affordable Prices, Good Baggage Policy, Friendly Staff

Southwest Airlines is a major US low-cost carrier headquartered in Dallas, Texas. Founded in 1967, it serves over 100 destinations across the United States, Mexico, Central America, and the Caribbean. It's currently ranked as the fourth-largest airline globally, and while pioneering the no-frills approach, it offers point-to-point services with perks, including free checked bags.

Ranked as the best airline by PissedConsumer survey respondents, Southwest Airlines highlights how low cost doesn’t have to mean poor service.

While Southwest isn’t immune to problems relating to damaged and lost luggage, customer reviews, including this one on PissedConsumer (#6438939), highlight how positive the customer experience can be.

The service representative was wonderful. She helped me out with my problem and had it solved in mere minutes. It was a pleasure to speak with someone whom I could understand and understood me.

This positive experience is reflected in sky-high issue resolution rates (78.18%), customer satisfaction (80.43%), and the highest rate of customers stating they would recommend the service (58.82%), which rewards Southwest Airlines with a consumer score of 2174.

Customer Service: The Real Difference Between The Best and Worst Airlines

All airlines experience issues beyond their control. The weather, delays caused by airport security, technical and safety-related problems, and third-party check-in and baggage handling can all lead to negative customer experiences. And what about all those additional and unexpected charges? Do they feel more like airline scams than good customer service?

The difference between how the best and worst airlines in our survey performed wasn't about when these problems arose – it was how their customer service teams responded to them and resolved the issue. 

If you believe your experience with a US airline wasn’t first class (or even premium economy), tell us all about it and write a review.

Share your experience

Our Methodology

Between May 2024 and May 2025, PissedConsumer.com conducted an online survey among its US-based visitors, focusing exclusively on the airline industry. A total of 1,577 respondents participated, although the number of answers varied by question.

The survey aimed to assess customer experiences with airline customer service. For the purpose of this report, we are highlighting responses to the following key questions:

  • Did the customer service representative resolve your issue?
  • How satisfied were you with the customer service representative you interacted with?
  • How likely are you to recommend the airline to a friend or colleague? (Net Promoter Score)

 

Legal disclaimers:

  1. While every effort has been made to ensure the accuracy of this publication, it is not intended to provide any legal, medical, accounting, investment or any other professional advice as individual cases may vary and should be discussed with a corresponding expert and/or an attorney.
  2. All or some image copyright belongs to the original owner(s). No copyright infringement intended.
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James Blair #13155
United cancelled our return flight from Lisbon, but worse yet its agent booked us on the next days flight but later put others in our seats. We had to book another airline to get home!
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Diane L Burks #13170
I found the rating for United Airlines disappointing. I have flown with them several times with no problems. The staff has always been friendly and helpful.
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Stephen #13199
I had positive experiences when I traveled VIA Southwest Airlines. There was flight delay due to the weather one time, but I still made it back to Omaha only 20 minutes later than scheduled. Another time the last flight was delayed by 20 minutes, but landed in Omaha on time. My baggage was slow once, but I think this is because this plane made a landing at another airport when I was a passenger and remained on this plane until my arrival at my destination. My baggage was put on the plane before that of the other passengers that were on this plane. The long wait there was the only negative experience that I had other than not being able to sit with other family members on one flight in 2015. On this flight I sat near one member of my church. She was unable to sit next to her husband because they were one of the last people to board the plane and there only available seats were not next to each other.
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Conway #13237
I fly Delta domestic and international several times a year. Have had no customer service issues. If people are having trouble, they should get the Delta app. Streamlines everything.
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Linda Root #13247
I joked to friends that American Airlines was trying to kill me. Three international flights later, I wasn't joking anymore. I am a Eighty-Something female solo travel living in the high desert above Palm Springs to whom LAX is on another planet. My first trip as a widow was in 2016 and I flew British Airways out of San Diego to Edinburgh via Heathrow and then, a week later, on to Berlin, Business Class Plus without a major hitch. My next international flight was is 2020, when Covid was a factor, and at 81 years old and less adventurous, I flew American Business Class out of Palm Springs. Rude personnel, and the use of prearranged travel assist including a guy in Dallas who used the tram he was commanding as a lethal weapon was nothing until I boarded my transcontinental flight and waited well over an hour and a half for American to find a welder who could put the panel than fell from the airplane. back in place. I landed in Frankfurt having missed my connecting flight, but the flight crew had already arranged a replacement ticket and an escort, and the only problem getting to Berlin was the inherent unpleasantness of the Lufthansa staff. After two cancellations on my return flight 30 days later, and inefficient queuing in Berlin at the American Airlines Counter, and a heroic assist from my German-speaking son, I barely made my flight home and blamed it all on Covid-19. One year later I had become less forgiving, but game American one more whack at me on 2021, and it was worse. Because if the quagmire that is Dallas-Fort Worth, I flew out of Phoenix-Heathrow-Berlin on Economy Plus when my business class flight connections were cancelled. Somehow in Heathrow, American Airlines has misplaced the airplane. And when it was time for me to return, two days before my departure from a rural village in the woods of Brandenburg, my flight was cancelled and no comparable flight offered. And my flight credit did not come close to covering my homebound slight, which cost an extra 1200 over the credit and the stress of having to extend the boarding of my dog -but at least I was going home, with a connection on Air Lingus that was acceptable after a two hour wait at check-in to make it as far as the check-in counter. In 2022 on my final flight on American, my home flight convinced me never again to fly AA. After four hours of serial delays while on the tarmac in Dallas without food or water or explanation, we were ordered to deplane and herded to a construction zone at the far end of the terminal and waited while an different airplane arriving from somewhere in Asia was cleaned and checked. A somewhat hysterical member if the flight crew informed us that the AI on the previous flight had a psychotic break and thought it was already in the air over central Arizona. Another more than an hour was spent there in the construction zone of the airport, without the airline so much as offering us seating, water or coffee or an apology.A fellow female passenger and I tended to our seat partner who was serious disabled and the last person to deplane during the extended delay and made the best of it by telling jokes, but when we were finally in flight to Palm Springs, we had to argue with the flight attendant to allow me to switch seats with the woman who was unable to negotiate her way to the window. I landed in Palm Springs four hours late and swore I would never fly American again. In 2023, I flew United Airlines Business Class and the only problem was when the last leg from Frankfurt to Berlin on Lufthansa changed boarding gates but did not post the change, causing a huge crowd of people to miss their connecting flights, but my outbound flight was on schedule without a single problem. Next time I will find a route to Berlin on United Airlines or British Airways, avoid Lufthansa because they sacrifice customer care to operational efficienty, but at all costs, I shall avoid American Airlines.
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AstonM #13261
Not surprised by the bad ratings for United. Booked a $3000 flight from Frankfurt to Newark in September 23 and my flat bed seat was broken. Had to sit completely upright for over 9 hours. Crew put in a case and promised compensation. United offered $250 and ignored my replies. Amex is working on a dispute which is still not final. United doesn’t care about loyal customers
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Judy gonzales #13281
I flew delta short trips and very long trips. I have no idea what people are pissed about. The long trips they were so nice. Gave us hot wash rags to freshen up several times during the flight. Asked us if we needed anything several time. All around they did a great job.
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Laura Sulzer #13291
US airways Cies are the worst in the world after Aeroflot in the 1980s (I can testify) and still some airlines from Africa. It is a shame for the US. I recently flew AA to go to the Caymans via Charlotte NC. The service on the domestic flight was awful. Stewardesses were very unhappy to work and their attitude was rogue. In first class.Without returning to the easiness of an air trip at the end of the 20th C, greed and lack of service have reached criminal proportions. The customers is not welcome and we know that their slogans such as “you are the only person who matters to us “are pure lies. It sounds fool and dishonest.The first things you hear on board is a loooong series of interdictions “for your safety” ( not always true) in order to cover the companies’ arses from lawsuits. Nightmare. I was not help at 64 to put my accompanied luggage in the above compartiment and was ordered with a total lack or respect by a stewardess to put my purse under the seat in front of me without being helped, been told hi, please, thank you. Their announcement at the microphone were so quick and the quality of the speakers so bad that you have no time to do all the ‘right” things. They should converted into prison guards which is a better qualification for their talents.
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