Wizz Air Named UK's Most Complained-About Airline in Regulatory Data
Wizz Air has emerged as the airline with the highest number of passenger complaints in the United Kingdom, according to recent data released by the Civil Aviation Authority (CAA). The Hungarian low-cost carrier faced more than 10,500 complaint cases opened with the CAA from the second quarter of 2024 through the first quarter of 2025, making it the most complained-about airline among popular operators serving the UK market.
Complaint Statistics and Passenger Issues
During this period, the CAA's latest report indicates that over 43,000 complaints were lodged by customers with approved alternative dispute resolution (ADR) providers. Of these, Wizz Air accounted for more than 10,500 complaints, which translates to a rate of 918 complaints per million passengers. While the specific details of each complaint are not disclosed, common categories include denied boarding, flight delays, and flight cancellations. Passengers also reported issues related to baggage problems, accessibility assistance, and instances where they felt treated unfairly, resulting in financial harm.
It is important to note that not all complaints lead to a decision or settlement. Some are rejected, such as those concerning flights that did not operate in or out of the UK or when consumers fail to allow the airline sufficient time to respond. Despite this, Wizz Air had a 47 per cent uphold rate, meaning nearly half of the complaints were either settled by the airline or decided in favour of the passenger by the ADR provider. The airline paid out over £1.4 million to affected passengers, with an average award of £651 per case.
Comparison with Other Airlines
In contrast, British Airways recorded only 192 complaints per million passengers, significantly lower than Wizz Air. However, British Airways had a much higher uphold rate of 83 per cent, resulting in the largest payout among airlines at approximately £6.2 million, with an average award of £837 per case. Ryanair, another budget carrier, had the second-highest number of complaint cases at just over 10,000, equating to 188 complaints per million passengers. Ryanair's uphold rate was notably low at 28 per cent, but it still paid out more than Wizz Air, awarding over £1.8 million at an average of £694 per case.
Wizz Air's Response and Improvement Efforts
In response to the CAA data, a Wizz Air spokesperson emphasised the airline's commitment to enhancing its operations. The statement highlighted significant investments made since 2024, including the Customer First Compass initiative, a £12 billion framework launched in 2025 aimed at delivering better service. The airline reported improvements in 2025, with a UK flight completion rate of 99.8 per cent and a 14.23 per cent increase in on-time performance compared to 2024. Customer satisfaction also rose by seven percentage points year-on-year.
The spokesperson acknowledged that disruptions do occur, often due to factors outside the airline's control, but stressed efforts to respond quickly and effectively. Tools like the automated Chatbot, Amelia AI, available 24/7, and the MyJourney feature in the Wizz Air app provide real-time updates to keep passengers informed. The airline remains focused on reducing delays and cancellations while ensuring reliable support for customers during disruptions.
