When it comes to air travel, some hiccups, like weather-related flight delays and the occasional lost bags, are unavoidable. However, one factor that is within an airline’s control is their customer service. What makes the difference between a positive experience and a negative one usually isn’t how long you waited on the tarmac or whether the in-flight headphones worked, but how you were treated. Good customer service can significantly contribute to making a passenger feel welcomed or smoothing over a difficult situation. Unfortunately, not every airline is able to provide excellent service: the 25 airlines listed here ranked last in customer service in this year’s World’s Best Awards survey.
Overview of Airline Customer Service
From the moment a passenger accesses an airline’s website to the second they retrieve their luggage from baggage claim, there are numerous opportunities for a brand to enhance their customer interface. Conversely, there are just as many ways they can fall short, which the 2015 survey responses highlighted. Several readers noted that a clunky website can be maddening, especially when coupled with inadequate phone support and a hectic boarding system. Other travelers also complained about unhelpful loyalty programs that inspire disloyalty, as they often come with fewer benefits and increased restrictions, making it difficult to use frequent flyer miles.
Worst Airlines for Customer Service
No. 25: Copa Airlines, International
Score: 75.094
Panama’s national airline gets good marks for on-time flights but has received negative feedback for its handling of passengers. “COPA is a great airline but the customer service is horrible,” mentioned one reader. Some travelers expressed frustration with the airline’s fee policies.
No. 24: Austrian Airlines, International
Score: 75.000
Despite a few complaints about staff behavior, many iBestTravel readers praised Austrian Airlines for its quality food and indulgent business class experience.
No. 23: LAN Airlines, International
Score: 74.921
This South American airline received mixed reviews, with customers praising its in-flight experience but criticizing the check-in procedures and communication.
No. 22: WestJet, International
Score: 73.478
Based in Calgary, WestJet has faced criticism regarding seating comfort and billing practices that some customers found deceptive.
No. 21: Air Canada, International
Score: 72.544
Feedback about Air Canada indicates a decline in service, with complaints about unresponsive staff and inadequate resolution of issues related to refunds.
No. 20: Air France, International
Score: 71.806
Some travelers have reported issues with lost luggage and uneven service levels, despite a generally positive inflight experience.
No. 19: Sun Country Airlines, Domestic
Score: 71.250
Sun Country Airlines secured high marks for in-flight meals but needs to address customer service concerns that have been looming in recent years.
No. 18: AeroMexico, International
Score: 70.667
AeroMexico has faced numerous complaints, particularly regarding reservations and the overall boarding experience.
No. 17: TAM, International
Score: 70.000
While merged with LAN, TAM continues to struggle with its customer service practices, with several users reporting difficulties in the booking and check-in processes.
No. 16: Delta Air Lines, Domestic
Score: 69.995
Delta has drawn criticism for numerous customer service issues, including complaints about inadequate in-flight service and lack of amenities during journeys.
No. 15: Air Berlin, International
Score: 64.893
Air Berlin faces regular complaints about cranky staff and communication problems, contributing to its poor ranking.
No. 14: China Airlines, International
Score: 67.619
Despite its friendly in-flight employees, China Airlines has received criticism for delays and unresponsive customer service channels.
No. 13: TAP Portugal, International
Score: 66.667
Recent changes in management might herald improvements, but TAP Portugal has suffered from customer service interruptions due to strike actions.
No. 12: AirTran Airways, Domestic
Score: 64.893
Post-merger integration issues with Southwest have affected service levels, with many customers feeling let down by what they receive.
No. 11: American Airlines, Domestic
Score: 63.509
A critical change in management has resulted in service declines, particularly noted in feedback regarding first-class services.
No. 10: Iberia Airlines, International
Score: 63.423
Despite its size, Iberia has fallen short in customer satisfaction, with many complaints about unhelpful cabin crew.
No. 9: Alitalia, International
Score: 61.818
Issues with organization and poor customer service have plagued Alitalia, leading to numerous negative experiences shared by travelers.
No. 8: Air China, International
Score: 61.579
Travelers have reported frequent delays and poor food quality, with many stating they prefer other airlines for better service.
No. 7: United Airlines, Domestic
Score: 61.105
Concerns about seating issues and inadequate treatment of passengers with special needs have impacted United’s reputation.
No. 6: Frontier Airlines, Domestic
Score: 60.881
Cramped conditions and issues related to service quality have led to customer frustration with Frontier Airlines.
No. 5: American Eagle, Domestic
Score: 60.866
Frequent complaints point to delays and an unwelcoming attitude among staff, earning American Eagle a low reputation.
No. 4: US Airways, Domestic
Score: 59.925
The airline ceased operations after a merger with American Airlines, leaving behind a legacy of poor service.
No. 3: Allegiant Air, Domestic
Score: 58.134
Frequent complaints regarding unreliable service and customer care have led to a tarnished reputation online.
No. 2: easyJet, International
Score: 56.235
Issues with customer service and added fees tarnish easyJet’s reputation among passengers looking for affordable travel.
No. 1: Spirit Airlines, Domestic
Score: 44.73
Spirit Airlines topped the list for customer service complaints. Many passengers described their experiences as unsatisfactory, often citing a lack of care and support from staff.
