If you’ve flown recently, you might have noticed that not all airline experiences are created equal. In 2024, the U.S. Department of Transportation (DOT) received a significant number of passenger complaints, highlighting disparities in service quality among carriers. While major players like American Airlines and United Airlines often dominate headlines, it’s the lesser-discussed airlines that have made notable impressions, both positive and negative, on travelers this year.
The High-Flyers: Airlines with the Fewest Complaints
According to the U.S. Department of Transportation’s (DOT) Air Travel Consumer Report, not all airlines are created equal when it comes to treating their passengers right. While flight delays, lost baggage, and spotty customer service have become all too familiar, a few carriers have managed to rise above the turbulence—and it shows in the numbers.
These “high-flyers” earned their status not through flashy advertising or grand gestures, but by consistently delivering what travelers value most: reliability, comfort, and a sense that someone cares when something goes wrong.
Let’s take a closer look at the top performers of 2024:
Alaska Airlines: leading with consistency and care
Alaska Airlines emerged as the top-rated airline in terms of passenger satisfaction, logging only 2.34 complaints per 100,000 passengers—a remarkably low number when you consider how many people they fly each day.
So what’s their secret?
For one, Alaska has built a reputation over the years for stellar on-time performance, a clean and comfortable onboard experience, and a customer support team that responds with empathy. In an industry where frustrations can mount quickly, Alaska seems to have found the magic formula: keep things simple, stay consistent, and treat customers like human beings, not seat numbers.
Their frequent flyer program, Mileage Plan, is also a fan favorite. It’s one of the most rewarding loyalty programs in the U.S., allowing passengers to earn and redeem miles across a wide network of partner airlines, not just on Alaska flights. That alone has won them a fiercely loyal customer base.
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Southwest Airlines: Low Costs, High Satisfaction
Coming in next with only 3.61 complaints per 100,000 passengers, Southwest Airlines continues to win travelers over with its unique mix of affordability and hospitality. Known for their no-frills, no-fuss approach—no seat assignments, no change fees, and two free checked bags—Southwest has carved out a niche where passengers know exactly what to expect.
More importantly, when things go wrong, Southwest is often praised for how it handles it. Their customer service reps have a reputation for being accessible, honest, and empowered to fix issues rather than deflect them.
And let’s not forget the human touch—flight attendants are known for their humor and lighthearted attitude, which can make even a bumpy ride a little more bearable. That kind of personality is rare in the airline business and is often cited in glowing customer reviews.
Delta Air Lines: Reliability Despite the Storms
Rounding out the top three is Delta Air Lines, which saw 3.64 complaints per 100,000 passengers in 2024—a surprisingly strong showing, especially given the challenges they faced this year.
Delta suffered a major tech outage in July that led to widespread cancellations and thousands of stranded travelers. Yet, the airline quickly got to work to minimize the fallout: offering rebooking options, communicating consistently across digital channels, and issuing compensation where it was due.
This recovery effort not only helped Delta maintain customer loyalty—it arguably strengthened it. Passengers noticed that despite the setback, Delta didn’t just disappear behind red tape. That resilience and transparency go a long way in building trust.
Delta also excels in areas like in-flight experience (with seatback screens, quality food options, and Wi-Fi on most routes) and its SkyMiles program, which continues to evolve in customer-friendly ways. Their emphasis on premium comfort and global connectivity makes them especially appealing to business travelers and international fliers.
It is noteworthy that these airlines have set industry benchmarks by prioritizing punctuality, minimizing cancellations, and ensuring a positive in-flight experience.
The turbulent flyers: Airlines with the most complaints
While some airlines have managed to keep passengers smiling—or at least not fuming—on the flip side, others have had a rockier year in meeting passenger expectations, resulting in a higher complaint ratio. According to the U.S. Department of Transportation’s (DOT) 2024 Air Travel Consumer Report, a handful of carriers earned reputations not for excellence, but for frustration. And that’s not just opinion—it’s in the numbers.
Let’s examine the airlines that were hit hard by such data:
Frontier Airlines: the most complained-about Airline of 2024
At the top—or rather, the bottom—of the list is Frontier Airlines, which logged a staggering 32.99 complaints per 100,000 passengers. That’s not a typo. Frontier’s complaint ratio was almost ten times higher than that of top performers like Alaska Airlines.
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So what went wrong?
Frontier, an ultra-low-cost carrier, is known for its stripped-down pricing model. You get a cheap base fare, but just about everything else—seat selection, carry-on bags, even printing your boarding pass at the airport—comes with extra fees. While this model works for budget-conscious travelers who know what to expect, many passengers feel nickel-and-dimed, especially if they’re not familiar with the fine print.
Delays, cancellations, and poor customer service were the most common issues cited in complaints. Frontier also struggled with staffing shortages, leading to canceled flights with minimal notice and limited rebooking options. Even more frustrating, customers reported difficulty reaching support agents when things went wrong.
Passengers felt stranded—and not just physically.
Spirit Airlines: where low fares sometimes equal high frustration
Coming in just behind Frontier with 14.76 complaints per 100,000 passengers, Spirit Airlines is another budget airline that had a rough year in the court of public opinion.
Like Frontier, Spirit operates on a low-cost model. And while many travelers appreciate the cheap fares, the experience doesn’t always match expectations. Frequent flyers often joke about “flying Spirit” being more of a gamble than a guarantee.
In 2024, one viral moment captured the airline’s struggles all too vividly: a passenger posted a video showing cockroaches crawling on a tray table mid-flight. The incident exploded on social media and was picked up by national news outlets, seriously damaging Spirit’s reputation for cleanliness and safety.
On top of that, Spirit received numerous complaints about delays, poor customer service, and uncomfortable in-flight experiences. Basic services like water and snacks are often for purchase only, and legroom is notoriously limited. While some travelers accept these trade-offs for a lower fare, many feel blindsided and unprepared.
JetBlue Airways: A surprising entry with performance problems
It might surprise some to see JetBlue on this list, considering the airline was once celebrated for offering a “boutique” flying experience at affordable prices. However, in 2024, JetBlue saw its complaint ratio climb to 13.32 per 100,000 passengers, making it the third most complained-about airline in the U.S
The primary issue? Operational reliability
JetBlue has faced growing pains in recent years, expanding routes faster than it could maintain service quality. In 2024, passengers reported frequent delays and cancellations, especially on routes out of New York and Florida. The airline also suffered from overbooking issues and longer-than-average response times from customer support.
For an airline that once prided itself on extras like free in-flight entertainment, more legroom, and friendly service, these complaints hit harder. Many loyal customers expressed disappointment that JetBlue wasn’t the airline they had come to trust.
What’s behind the complaints?
The reasons passengers file complaints may vary, but common threads tend to emerge:
- Delayed and Canceled Flights: This is consistently the number one frustration. And in 2024, weather events and tech glitches hit some airlines harder than others.
- Lack of Transparency: Passengers often cited a lack of real-time updates or misleading information when things went wrong.
- Poor Customer Service: Long wait times, unhelpful agents, and a sense that no one was accountable were recurring themes.
- Hidden Fees: Budget airlines like Frontier and Spirit were especially criticized for charging for what many passengers consider basic services—carry-ons, printed boarding passes, even water in some cases.
All of these elements combine to turn what should be a simple flight into a stressful ordeal.
