Figures drawn from complaints escalated to the CAA’s approved Alternative Dispute Resolution bodies and its Passenger Advice and Complaints Team show Wizz Air averaged 918 complaints per million passengers over the past year. That figure is almost five times higher than Ryanair’s rate of 188 complaints per million passengers, according to analysis of the regulator’s data.
The statistics do not capture every customer grievance, but they do highlight the volume of cases that progress beyond airline customer service channels into formal adjudication. Industry analysts say the data offers a useful snapshot of how service recovery failures can quickly undermine a low fare brand, particularly during periods of disruption when refund and compensation claims mount.
In total, Wizz Air recorded 10,548 cases opened during the year, the highest complaint rate in the UK aviation market. Almost half of those complaints, 47 per cent, were upheld by regulators, with average passenger payouts exceeding $800. By contrast, Ryanair saw a similar number of cases opened but with far fewer complaints upheld, at 28 per cent.
British Airways recorded a comparable complaints per million passenger rate to Ryanair, but with a much higher success rate for customers. Around 83 per cent of complaints against the flag carrier were approved for compensation, underlining significant differences in how airlines handle disputes once they reach regulators.
For Wizz Air, topping the complaints league table carries reputational and financial consequences. The data suggests higher administrative costs linked to handling disputes, alongside increased compensation provisions. In a price sensitive market where customer loyalty is thin and social media quickly amplifies negative experiences, sustained complaint volumes can weaken an airline’s standing with passengers, airports and commercial partners.
The CAA has previously raised concerns about Wizz Air’s complaints handling processes, including backlogs and the volume of court judgments involving the airline. Another poor showing risks further scrutiny, potentially leading to enforced operational changes such as faster claims processing, clearer disruption communications and improved customer service triage.
Ryanair, long associated with customer dissatisfaction headlines, appears relatively insulated by comparison. While it still handled more than 10,000 cases overall, its lower complaints per passenger rate and smaller proportion of upheld claims give the airline room to argue it is no longer the UK’s worst performer.
However, analysts caution that the data should not be read as an endorsement of any carrier. Large absolute complaint volumes still carry costs and erode trust among occasional travellers. For both airlines, the challenge remains reducing the number of cases that reach the CAA at all by resolving disputes more quickly and transparently at source.
