Flying across the US used to feel like a breeze, but lately it’s turned into a gamble for many passengers. Record-breaking complaints piled up in 2024, with nearly 67,000 filed to the DOT, mostly over refunds, delays, and lost bags.[1][2] The Wall Street Journal’s 2025 scorecard exposed stark differences among major carriers, leaving some customers fuming.[3]
Here’s the thing. Even as overall satisfaction ticked up slightly in some surveys, budget airlines and legacy giants alike dropped the ball on reliability.[4] Let’s break down the nine that left American flyers especially frustrated. Buckle up.
1. Frontier Airlines
Frontier topped the charts for misery with 23.3 complaints per 100,000 passengers in 2024, the highest among big carriers for the third straight year.[2] Tied for dead last in the WSJ scorecard, it bombed in four of seven categories like cancellations and delays.[3]
Passengers ranted about chronic scheduling woes and poor service. Think hours on tarmac or scrapped plans with slim refunds. No wonder trust eroded fast.
2. American Airlines
American tied Frontier for the WSJ’s bottom spot, boasting the worst cancellation rate at 2.2 percent among majors.[3] Weather hits and staffing shortages hammered its massive network, leaving no category above sixth place.
Flyers felt the pinch through endless disruptions. Baggage vanished routinely, and customer service lines grew legendary for frustration. It’s like they forgot the basics.
3. Spirit Airlines
Spirit clocked 12.8 complaints per 100,000 flyers, second-worst behind Frontier.[2] Despite climbing to fifth in WSJ rankings via fewer cancellations, nagging issues like baggage woes persisted.[3]
Budget fares lured folks in, only for cramped seats and fee fights to sour trips. JD Power pegged it low in economy satisfaction too. Honestly, the nickel-and-diming wore thin.
4. JetBlue Airways
JetBlue snagged third in complaint rates at 10.4 per 100,000, fueling its seventh-place WSJ finish.[2] Air traffic snarls, Airbus recalls, and hurricanes piled on delays throughout 2025.[3]
Once a perkier option, it struggled to deliver free snacks amid chaos. Passengers swapped stories of multi-hour waits. The shine faded quick.
5. United Airlines
United landed sixth in WSJ metrics, sunk by the industry’s worst baggage mishandling record.[3] Solid on-time stats couldn’t save it from luggage nightmares and tarmac timeouts.
Big hubs amplified problems, turning minor glitches into travel disasters. Flyers griped about lost valuables and rude responses. Reliability felt optional.
Let’s be real, who packs light knowing bags might vanish? United’s scale betrayed its service.
6. Allegiant Air
Allegiant surprised at second in WSJ overall, yet faltered on on-time arrivals and extreme delays.[3] Its tactic of holding flights to dodge cancellations backfired into marathon waits.
Leisure routes drew families, but unpredictability stung. Baggage rates shone, but timing didn’t. Short hops turned epic ordeals.
7. Delta Air Lines
Delta tumbled from top dog to third after the July 2024 CrowdStrike meltdown wiped out flights and spiked complaints.[3] The $500 million fiasco scarred its reputation among loyalists.
Main cabin scores held in JD Power, but trust waned.[4] One glitch snowballed into widespread fury. Even giants stumble hard.
Passengers missed weddings and meetings. Recovery dragged.
8. Alaska Airlines
Alaska hit fourth in WSJ but middled on baggage and complaints, per rankings.[3] Low complaint rate at 2.6 per 100,000 still irked some.[5]
Hawaiian merger added complexity, delaying fixes. West Coast focus amplified regional gripes. Solid elsewhere, shaky here.
9. Hawaiian Airlines
Hawaiian drew 3.8 complaints per 100,000, above the best performers.[5] Alaska’s buyout stirred operational hiccups into 2025.
Island paradise promised, but delays dashed aloha vibes. Baggage and refunds topped gripes. Merger blues hit hard.[2]
Tropical escapes soured by strife. Travelers eyed alternatives.