A New Report Reveals the World’s Most Hated Airline, and to Everyone’s Surprise, It’s Not Spirit Airlines
For years, Spirit Airlines has been the punchline of every frustrated traveler’s joke. But a new global survey has revealed that another airline has taken the crown for customer misery — and this time, it’s one of the industry’s biggest names.
According to a study conducted by Click Intelligence, which analyzed thousands of online reviews and passenger satisfaction ratings, American Airlines has officially been rated the world’s worst airline. The ranking was based on customer sentiment, delay data, onboard experience, and overall service quality. The results? American Airlines scored a painful 2.9 out of 10, edging out every other major carrier for the unwanted title of “most loathed airline.”
The study looked at reviews across multiple platforms, including Skytrax, TripAdvisor, and AirlineRatings, focusing on real-world experiences from the past year. Passengers cited everything from endless flight delays to poor communication and lost luggage as major sources of frustration. One recurring complaint was about customer service, with travelers describing the airline’s response to issues as “cold,” “disorganized,” and “indifferent.”
For frequent flyers, this may not come as a total shock. American Airlines, once known for its iconic status as one of the U.S. “big three” carriers, has struggled with public perception for years. As flight volumes bounced back after the pandemic, operational issues, crew shortages, and outdated aircraft have only made things worse. Social media is full of stories about passengers stranded for hours without updates or watching their checked luggage disappear into thin air.
Interestingly, Spirit Airlines — often criticized for its bare-bones approach to air travel — didn’t take the bottom spot this time. In fact, Spirit scored slightly higher with a 3.2 average rating, largely because passengers knew what to expect from a budget airline. Meanwhile, American’s higher ticket prices created a wider gap between customer expectations and reality, leaving many travelers feeling disappointed and shortchanged.
The report also noted that United Airlines and Air Canada rounded out the bottom three, while Southwest Airlines — despite facing a major meltdown in 2022 — managed to recover somewhat in public opinion. At the top of the list were Emirates, Qatar Airways, and Singapore Airlines, all praised for their consistency, comfort, and customer care.
Experts say the findings reveal a larger issue with American carriers in general. “Many U.S. airlines have cut back on service while raising prices,” one aviation analyst explained. “The result is a growing sense that flying is no longer about the experience — it’s about endurance.”
Still, not all hope is lost for American Airlines. In recent months, the company has announced plans to invest billions in fleet upgrades, new seating configurations, and digital improvements to streamline check-in and baggage handling. But for travelers who’ve been burned one too many times, trust takes longer to rebuild than a new terminal.
At airports across the country, weary travelers can attest to the frustration. Whether it’s sitting on the tarmac for hours with no updates or waiting days for lost luggage to reappear, flying has become less of an adventure and more of a gamble. One passenger summed it up best in their review: “When you fly American, you never know what you’re going to get — except maybe a headache.”
For an industry built on dreams of travel and connection, that kind of reputation is tough to shake. But in the skies where reputation matters as much as reliability, the numbers don’t lie. Spirit may be loud and cheap, but American Airlines, it seems, is the one travelers love to hate the most.
