UK airline complaints league table
The CAA tracks every complaint UK passengers escalate to an independent adjudicator. Some airlines reject the legitimate ones at first - and end up paying out millions when those passengers don’t give up. Here’s the league table for the most recent CAA reporting period (FY26, Q2 2024 - Q1 2025), sourced directly from CAA published data.
Data last updated: CAA Passenger Complaints, FY26
Complaints per million passengers
lower is better| Rank | Provider | Tier | |
|---|---|---|---|
| 1 | Emirates | 25 per million | Gold |
| 5 | Aer Lingus | 57 per million | Standard |
| 3 | Virgin Atlantic | 112 per million | Silver |
| 2 | easyJet | 154 per million | Silver |
| 9 | British Airways | 155 per million | Below average |
| 7 | TAP Air Portugal | 169 per million | Below average |
| 8 | airBaltic | 247 per million | Below average |
| 4 | TUI Airways | 259 per million | Standard |
| 10 | EgyptAir | 273 per million | Below average |
| 6 | Ryanair | 283 per million | Below average |
| 11 | Wizz Air | 629 per million | Below average |
Lower is better. “Complaints per million passengers” is a snapshot value: it counts every case received and accepted by the CAA-approved adjudicators (CDRL and CEDR) and the CAA’s own PACT team, divided by the airline’s passenger numbers. Source: CAA Passenger Complaints, FY26.
ADR outcomes: uphold rates & awards
lower uphold rate is better| Airline | Uphold rate | Average award | Total compensation |
|---|---|---|---|
| British Airways | 73% | £829 | £5,001,728 |
| EgyptAir | 58.9% | £854 | £53,809 |
| airBaltic | 57.1% | £563 | £11,269 |
| Aer Lingus | 57% | - | - |
| TAP Air Portugal | 56% | £627 | £58,971 |
| Wizz Air | 53.2% | £637 | £2,540,746 |
| Ryanair | 36.5% | £458 | £2,350,962 |
| Virgin Atlantic | 31.7% | £1,288 | £237,005 |
| Emirates | 30% | - | - |
| easyJet | 24.5% | £560 | £959,723 |
| TUI Airways | 22.5% | £737 | £257,992 |
The uphold rate is the share of escalated complaints the independent adjudicator decided in the passenger’s favour. A high rate means the airline rejected a lot of complaints it should have paid out on. Average award and total compensation are only published for some airlines; missing values show a dash.
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Top 10 providers for UK Airlines.
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Methodology
The composite score, weights and source data are documented at /data/methodology. If anything looks wrong, we'll fix it - the dataset is public and re-runnable.