You’ve booked your flight and are all set for your vacation. But when the time comes, your flight is delayed or canceled, your bags go missing, and the airline’s customer service leaves you hanging. Unfortunately, even a quick glance at airline reviews online shows us that flight complications are depressingly commonplace. Is this another cost of air travel that we just have to accept, or is there something we can do to avoid frustration? The first thing you should do is choose a reliable airline. To find out what the airline industry gets right and wrong, PissedConsumer.com surveyed 1577 members of the public who shared their best and worst customer service experiences. Based on the survey findings, this report ranks the worst and best airlines by how effectively they resolve complaints, communicate with customers, and handle other issues. Whether booking your next trip or comparing carriers, these insights can help you understand which airlines consistently meet consumer expectations and which fall short. 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. What Are the Most Common Issues With US Airlines? Based on 32,800 airline reviews on PissedConsumer, travelers most often report these issues with US airlines: Lost or damaged baggage (18.3%): Travelers report luggage being lost or damaged during flights. Delays (17.9%): Complaints include missed connections and lost time due to delays. Refunds (16.5%): Consumers feel unfairly treated when trying to get refunds. Customer service (15.5%): Many struggle to reach or get help from support teams. Fees (9.1%): Unexpected charges for baggage, seats, or boarding frustrate travelers. Share your experience How Did We Rank Airlines? Our rankings of the best and worst airlines are a percentage score arrived at by combining customer satisfaction scores derived from answers to the following survey questions: Issue resolution: Did customer service solve your issue? CS (Customer Service) satisfaction: How satisfied were you with customer support? Recommendation: How likely are you to recommend the airline to a colleague or friend? What Are the Worst Airlines According to Customer Reviews? This is a list of the worst airlines. Frontier Airlines, Breeze Airways, American Airlines, Allegiant Air, and JetBlue Airways attained the worst combined scores in the survey. Respondents highlight multiple problems with issue resolution, dissatisfaction with customer support, and issues with booking and payment. Company Issue Resolution, % Communication Satisfaction, % Recommendation, % Overall Score Frontier Airlines 34.1 25.4 5.25 647.5 Breeze Airways 54.8 55.9 20 1307 American Airlines 54 60 29.7 1437 Allegiant Air 61.1 54.2 30 1453 JetBlue Airways 59.8 62.1 40.7 1310 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. As the lowest-ranked carrier in the survey, Frontline Airlines performs poorly across multiple areas. Frequent customer complaints include misleading pricing, lost and damaged luggage, and poor customer service; just 25.4% of respondents say they were satisfied with the support they received, and only 34.1% had their issue resolved. Refund issues are frequently mentioned in online complaints. Many customers report that the carrier’s rebooking process is confusing and costly, as described in this online review: ...they rebooked us, canceled our March 6th flight, I paid for another night at our hotel. Thirty minutes later a different person from Frontier called and said there was a mistake and they had to charge us $400.00 each. 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. This promise is not being fulfilled, according to the Breeze consumer reviews. The airline has a 54.8% issue resolution rate, meaning almost half of all customer complaints go unaddressed. A customer satisfaction score of 55.9% implies that even if the airline does fix a problem, the experience is little more than adequate. As this review illustrates, a major contributor to this seems to be a lack of in-person, phone support: ...its very frustrating when you try to call a company and nobody will come to the phone and speak with you to help you and you either have to do chat or email or you just never get the answers that you need. You would really be nice to just pick up the phone and call somebody and get the answers you need. American Airlines: Flight Delays and Cancellations American Airlines has the dubious honour 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. The airline has a 54% issue resolution rate, which means, similar to Breeze, nearly half of all customer issues are left up in the air. Typical complications with this airline involve customer service difficulties, particularly connection issues and call continuity, as this customer shares: I have called several times asking that my purchase (airline miles) be reimbursed. Each time the agent takes my information and puts me on hold. Each time, after several minutes the call drops. On no occasion has the agent attempted to reconnect with me. Their customer satisfaction score of 60% is a little better than the resolution rate, suggesting that some customers are happy with the customer service, even if their problem wasn’t fully addressed. However, less than a third of American Airlines customers would recommend them to friends or family. 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. Falling from a more favorable position, Allegiant Air has joined the list of the worst airlines in 2026. Although their issue resolution rate is slightly higher than other airlines on the list, at 61.1%, a customer satisfaction score of 54.2% is unremarkable and suggests that complaint handling may be the cause of their low recommendation rate of 30%. Again, flight delays and refund difficulties are at the forefront of customer complaints. This PissedConsumer review details a frustrating wait for customer support: Since returning I have called five times and had to wait at least 45 minutes for a representative. 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 of JetBlue praise the company for its competitive prices and fast issue resolution, but the cracks emerge with delays, missing luggage, and a struggle to get through to a customer service agent, as illustrated by customer review #7141496: 40 minutes wasted trying to read their minds---what is it they want me to do exactly? I'm told speaking to human will cost $25.00—Imagine!! With a 59.8% issue resolution rate, JetBlue Airways sits in the middle of the worst performers, however, the carriers’ 62.1% customer satisfaction score tops the worst-ranked airlines list. Only 40.7% of JetBlue Airways flyers would recommend them. What Are the Best Airlines in the US? The following is a list of the best airlines. Delta Airlines, United Airlines, Alaska Airlines, Sun Country Airlines, and Southwest Airlines achieved the top satisfaction scores in our survey. The survey data tells us that these airlines have a better track record of resolving issues and earn more customer recommendations. They still fall short in several areas, but the survey results show that they deal with customer concerns better than their competitors do. Company Issue Resolution, % Communication Satisfaction, % Recommendation, % Overall Score Delta Airlines 65.7 67.7 37.6 1710 United Airlines 70 62.5 52.5 1850 Alaska Airlines 66.7 63.6 56 1863 Sun Country Airlines 100 58.3 40 1985 Southwest Airlines 80.4 73.8 68.3 2225 Delta Airlines: Great In-Flight 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. Delta Airlines is commended for its flight attendants, routes, and in-flight service, with several reviews such as this one praising staff attitude: When we landed they again made sure I had napped on plane. They made it an amazing trip and you should know how great they were to me. Many customers report similar experiences of Delta staff going above and beyond, but some customers feel let down by their customer service and dependability with luggage. Delta has a 65.7% issue resolution rate and a 67.7% customer satisfaction score. Fair scores and online reviews suggest that customers are generally satisfied with the airline, although there is room for improvement, which could explain the disproportionately low recommendation rate of 37.6%. 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. United Airlines reviewers favor the company for its scheduling, pricing, and staff. Review #7138553 also praises customer service quality: The United staff was so very helpful answered all my questions and provided additional information. He did a [h reat] job.call them if you need help Complaints around luggage and mechanical issues hold the airline back, yet overall performance is good. United Airlines has a 70% issue resolution rate in our survey, which is the second from the top on the best airlines list, pulling a customer satisfaction score of 62.5% behind it. The airline has a strong recommendation rate of 52.5%. Alaska Airlines: Affordable Prices, Mixed Customer Expirience Alaska Airlines, headquartered in Seattle, Washington, is a popular carrier known for its affordable prices and broad network of domestic and international flights. It operates over 1,200 daily flights, offering services to more than 115 destinations. According to consumer reviews, common consumer issues with Alaska Airlines include long hold times and unresponsive support. However, once in touch, the service quality is often considered excellent. Customers note the kindness of staff, particularly regarding flyers with special circumstances, as a traveler notes in their review (#7183857): “Medical issued happen shortly before trip. Alaska Airline personal was great help always right up to getting me in me airplane seat. Thanks to all from first person on phone to the airport then to me seat.” Our survey gives Alaska Airlines a 66.7% issue resolution score and a customer satisfaction rate of 63.6%. Good overall scores that align with the carriers’ 56% recommendation rate. 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. Southwest Airlines is the best-rated airline in this survey by quite some distance. The carrier receives high praise for staff attitude towards customers and good customer service, as a traveler shares in their review (#7226857): I extended my trip adding another week... It went smoothly customer service was very educated and English was clear only took about 15 minutes from start to finish. Despite some refund complications being mentioned online, the carrier has an 80.4% issue resolution rate and a 73.8% customer satisfaction score, concluding that the majority of customer inquiries are dealt with well enough to earn the airline a 68.3% recommendation rate. What Can You Do If You Experience Airline Issues? Whether it’s a delayed flight, a refund dispute, known airline scams, or a booking mistake, you have options. Here are practical steps you can take, including expert advice from travel analyst Jamie Larounis. Know your refund rights If an airline cancels your flight outright, you are usually entitled to a full refund, not just a credit. This applies whether you booked directly or through an online travel agency. If you have trouble getting a refund, request written confirmation from the airline and contact your credit card company to dispute the charge if needed. Act quickly and document everything Save emails, receipts, and screenshots of confirmations or cancellation notices. If you see a schedule change, respond promptly to avoid losing options. Consider booking directly with airlines As Jamie Larounis advises, booking directly can make it easier to manage changes, track refunds, and avoid extra fees charged by intermediaries. Be aware of changing policies Many airlines have updated their change fee and cancellation policies since the pandemic. Review the latest terms carefully before booking or rescheduling. Share your experience If you’ve had a negative or positive experience, you can help other travelers by posting a review on PissedConsumer. Your feedback can also encourage airlines to improve their service. Your Voice Matters Before you book your next flight, the best way to ensure a smooth journey is to check customer reviews to see what other travelers have to say about their experience. Do you have a story to share? Let us know. Posting an online review of your experience will help other consumers make informed choices and encourage airlines to improve their services. Write a review on PissedConsumer.com today. Share your experience Our Methodology Between January 2024 and November 2025, PissedConsumer.com conducted an online survey among its US-based visitors, focusing exclusively on the airline industry. A total of 2,186 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)