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Analysis of Civial Aviation Authority data by the Mirror has found the UK operating airline that had the most complaints made by passengers during the most recent recorded period

The most complained-about airline in the UK is not Ryanair or easyJet.

While flying, at its best, can feel like a modern-day miracle, transporting us across the world in a handful of hours in a way our forebears could only have dreamed of, it can also be deeply frustrating and annoying.

Whether it’s waking up at the crack of dawn for an early flight, getting stuck in an hours-long boarding queue for a service that promised to leave long before, spending a small fortune in the airport, or suffering from small-airline-seat-cramp, there is plenty to gripe about.

And gripe we have.

The most recent figures from the UK’s Civil Aviation Authority show that over 43,000 complaints were made about airlines operating in the UK from mid-2024 to March 2025. The list of things one could complain about is endless, but the most common are disruptions, denied boarding, lost or damaged baggage, and lack of assistance for disabled passengers.

Have you had a complaint-worthy flight? Email webtravel@reachplc.com

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Particularly given the rough few months aviation has had. The first five months of 2025 were marred by tens of thousands of delays and cancellations, EuroNews reports. Dutch carrier KLM scrapped the most flights during that period, with 2,760 grounded, followed by British Airways (1,763) and Germany’s Lufthansa (1,757), according to FlightRight.

The highest rate of flights scrapped in those five months was on Finnair, with 3.35% of its flights grounded out of a total of over 43,000 trips.

Whatever the reason for a passenger’s gripe, so long as a flight took off or landed in the UK, they have the right to register a complaint with the UK Civil Aviation Authority.

Analysis of the latest data from the Authority shows that Wizz Air had the highest number of complaints per million passengers flown, beating Ryanair to the bottom spot. In fact, the Hungarian airline romped home with the prize.

It received 10,548 customer complaints from mid-2024 to March 2025, or 918 complaints per one million passengers. That means for every customer who flew, just under 1,000 registered a complaint during that period.

In Wizz Air’s favour is the relatively low ‘complaint upheld’ rate during that time, at 47%. It paid out £1,482,183 as a consequence, or £651 per customer on average.

Contrastingly, British Airways had a far lower complaints rate (192/one million customers), but 83% were upheld. BA paid out £6,238,378 in total, or £837 per customer.

In what may be a surprise to some, Ryanair did not receive the most complaints. Its complaints-per-million-customers rate was 188, with a low complaints upheld rate of 28% and an average award of £694.

The most complained-about airlines

(UK operating airline: complaints per million customers; complaints upheld; average award)

1. Wizz Air: 918, 47%, £651
2. Air France: 301, 43%, £828
3. Turkish Airlines: 265, 51%, £718
4. Egypt Air: 234, 19%, £630
5. TUI: 223, 20%, £722
6. Air Baltic: 221, 52%, £617
7. BA: 192, 83%, £837
8. Ryanair: 188, 28%, £694
9. Air Portugal: 171, 37%, £662
10. EasyJet: 147, 18%, £630

TRAVELLERS are facing major disruption as one of Europe’s busiest airports was forced to shut today due to freezing rain and black ice.

The shutdown has left passengers stranded and flights grounded as crews battle to make runways safe amid worsening winter conditions.

According to FlightAware, around 170 flights at Berlin Brandenburg Airport have been cancelled in the last 24 hours.

Operations came to a sudden standstill on Thursday at 6pm CET, with the airport saying on its website: “Due to weather conditions, no take-offs or landings are currently possible.”

The airport remains closed today as adverse weather conditions continue to disrupt transport across north Germany.

Berlin Brandenburg Airport said in a statement: “We currently have freezing rain and black ice and cannot yet predict when takeoffs and landings will be possible.

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“Passengers need to be patient and expect significant delays and cancellations.”

British Airways and EasyJet cancelled some of their morning services from London airports to Berlin.

Lufthansa also scrapped a number of flights in and out of the city.

German weather service DWD warned of “significant slipperiness” caused by icy conditions spanning Berlin to the Baltic Coast and Polish border.

Forecasters were uncertain about when travel disruptions might ease, with the cold snap anticipated to continue across northwest Europe into next week.

Germany’s national railway operator Deutsche Bahn said train service between Berlin and Hanover have also been affected by the icy weather.

The European Parliament has voted to allow passengers to carry a small case alongside free underseat bags

Travellers with Ryanair and easyJet may soon be allowed to bring two cabin bags on flights without facing additional charges. Currently, these carriers permit passengers on basic fares to take just one small personal item aboard, with any extra luggage coming at an additional fee.

Ryanair has been compelled to increase the size of personal bags it allows, following changes to EU regulations. Under the new rules, passengers flying with the budget airline will be able to carry hand luggage measuring up to 40 x 30 x 20cm, marking a 20 per cent increase from the previous 40 x 20 x 25 cm restrictions.

easyJet’s personal bag dimensions already complied with these requirements, but another EU rule modification could enable travellers to bring a cabin bag measuring up to 100cm, along with a personal bag, without extra costs. The European parliament voted last month to grant all passengers the right to carry a small case, in addition to the free underseat bags currently allowed.

Parliament wants passengers to have the right to bring onto the aircraft, at no extra cost, one personal item (such as a handbag, rucksack or laptop) and one small piece of hand luggage with maximum dimensions of 100 cm (combined length, width and height) and seven kilograms. The amendments, which require approval from the European Council before taking effect, would cover all travellers flying to or from an EU airport with an EU-based carrier, directly impacting the majority of short-haul journeys from the UK.

European Parliament members (MEPs) are also keen to guarantee that children under 12 are positioned next to an accompanying adult at no additional charge. At present, carriers have no legal obligation to place children beside their parents, although the Civil Aviation Authority (CAA) recommends they should do so.

The CAA explains: “Young children and infants who are accompanied by adults should ideally be seated in the same seat row as the adult. Where this is not possible, children should be separated by no more than one seat row from accompanying adults.

“This is because the speed of an emergency evacuation may be affected by adults trying to reach their children.”

Avoid paying a massive fee at the airport gates by checking your cabin bag size before you fly. With half term on the way, here’s the latest sizing regulations for some of the most popular airlines

One thing that often catches passengers out when flying on budget airlines is cabin baggage allowances. On busy flights, it’s common to see the dreaded bag sizer coming out, and being over just a centimetre can mean you end up paying a massive fee to check your bag at the gate.

To make things even more confusing, cabin bag size allowances change all the time, so even if you’re a frequent flyer, you can get caught out. It’s always best to check the size of the cabin bag that’s included with your ticket just before you go, so you can avoid hassle at the gates.

It’s also much cheaper to pay for extra bags when you book your flight, not once you’re at the airport, so always make sure you’ve booked the amount you need in advance.

Cabin bag allowances by airline

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Ryanair

Ryanair is notorious for strictly enforcing cabin baggage sizes, and if you’re taking a bag on board, you should make sure you get the tape measure out and check the dimensions before you head to the airport.

However, there’s good news for Ryanair passengers: the free underseat bag included in its basic fare can now be slightly larger. Previously, this small bag had to fit in a sizer with the dimensions of 40 x 25 x 20 cm, but since summer 2025 it can now be up to 40 x 30 x 20 cm. These free bags need to fit under the seat in front of you, and usually people bring a handbag, laptop bag, or small rucksack.

Technically, there’s no weight limit on these small bags, as long as they fit under the seat, but passengers will need to be able to carry and handle them, and an excessively heavy bag could be noticed by flight attendants.

Passengers can also pay to bring a second cabin bag of up to 55 x 40 x 20cm onboard with them, and this bag has a weight limit of 10KG. Passengers will need to lift this bag into the overhead locker above them, so bear this in mind when packing. If you prefer to check a bag, you can add a 10KG, 20KG, or 23KG bag to the hold. Prices vary depending on route and availability.

EasyJet

Budget airline easyJet is also known for strictly monitoring bag sizes, and you’ll see lots of orange sizers around the airport so you can check whether your luggage will fit. However, it’s best to measure bags at home when they’re packed so you can adjust accordingly.

Everyone who flies with easyJet gets one small underseat cabin bag included in the price. This can be up to 45 x 36 x 20 cm in size, and easyJet states it can’t exceed 15KG in weight.

Customers also have the option to book a second cabin bag of 56 x 45 x 25 cm maximum, including handles and wheels. As a bonus, if you book a second bag, you get speedy boarding included. When booking your flight, you also have the option to pay for up to three checked bags of 15KG, 23KG, or a whopping 32KG. Some airports offer a twilight bag drop for passengers on early flights, meaning you can check your luggage the night before heading off and head straight for security in the morning.

Jet2

Whether you’ve booked a package holiday with Jet2, or just a flight, cabin baggage allowances are the same. You get a small bag of 40 x 30 x 20cm, which must fit under the seat, and the price also includes a 10KG piece of hand luggage of up to 56cm x 45cm x 25cm. Again, you must ensure measurements include handles, wheels, and other fixtures.

Package holidays include 22KG of checked baggage, but if you’ve only booked a flight, you can still add a checked bag for a fee. Passengers can buy up to three bags of 22KG in weight, perfect for those who don’t like to travel light.

Families travelling with young kids can also bring a collapsible pushchair, car seat, and/or travel cot free of charge.

British Airways

British Airways (BA)’s economy basic fare includes a handbag and a cabin bag. The former can be up to 40 x 30 x 15cm in size and needs to easily fit under the seat in front, while cabin bags can be up to 56 x 45 x 25cm in size. However, BA can only guarantee that the smaller item will be allowed on board. If there’s not enough space in the overhead locker, your cabin bag may need to go in the hold.

BA also offers a range of options for checked bags, depending on the flight route you take and which classes are available. Economy with checked bag includes a 23KG bag in the hold, and unlike most airlines, BA put a size restriction on these checked bags of 90 x 75 x 43cm. Those lucky enough to fly business or first class get much bigger allowances.

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TUI

If you’ve booked a flight only on TUI Airways, you’ll get a piece of hand luggage of up to 10KG in weight for free, and this can measure up to 55 x 40 x 20 cm. You can also bring a small personal item like a handbag or laptop bag of up to 40 x 30 x 20cm that’s placed under the seat in front of you. TUI emphasises that passengers must be able to lift their hand luggage into overhead storage compartments themselves.

Customers can also add a checked bag when booking their flight, with prices depending on the route and availability. However, if you book a package holiday through TUI and are flying with its airline, then 20KG of checked luggage is included. Some holiday types, such as TUI BLUE or cruises, have a 25KG allowance, so it’s worth checking your booking confirmation before you go.

Have a story you want to share? Email us at webtravel@reachplc.com

A WOMAN was forced to miss her holiday after she was stopped from boarding an easyJet flight when they discovered an issue with her passport.

Donna Fairclough was due to fly out of Manchester Airport and was ‘heartbroken’ to miss out on an £820 holiday to Malta.

Donna Fairclough and her fiancé Gary Broadley were due to fly to Malta from Manchester Airport on January 3, 2026.

However, Donna was turned away from the flight by easyJet because of a sizeable tear in her passport.

The damage was across the photo page of her travel document and the size of the tear meant that she wasn’t allowed to board the flight.

Talking to Manchester Evening News, Donna said: “The rip was initially about a quarter-of-an-inch. I was excited to go away. It was heartbreaking because we lost out on a holiday because of a rip.

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“I said to my partner, you can still see my face and my passport number and it didn’t affect any of that. That’s what I couldn’t understand.”

As well as missing out on their holiday, the pair have claimed that easyJet won’t refund them for their break as the rip is classified as ‘accidental damage’.

Advice on the Gov.UK website reads: “If your passport is damaged you must replace it. You may not be able to travel with it. HM Passport Office will consider your passport damaged if […] any of the pages are ripped, cut or missing.”

HM Passport Office will also consider your passport damaged if you cannot read any of the details, the cover is coming away, or if there are stains on the page.

Donna has since got a new passport and has urged other holidaymakers to check theirs before travelling.

easyJet responded in a statement that the airline is “sorry” that Ms Fairclough was not able to go on her holiday and “understand how disappointing this must have been”.

The airline added it “works closely with the authorities and complies with their guidance to ensure the safety and security of customers and crew, and this means we can’t allow anyone to travel if their documentation is damaged.”

They then advised Donna on how she could get a new passport and have been in touch with further support.

It’s not just damage to passports that can halt passengers from boarding flights, issues with expiry dates have caught travellers out too.

Previous rules allowed British passport holders to roll over 10 months from their previous passports meaning they’d have validity of up to 10 years and 10 months.

But the current rules no longer see those additional 10 months as valid, even if they are on your passport.

So, if your passport was issued in June 2015, but your expiry date says September 2025, that expiry is actually incorrect.

Instead, your passport would have expired 10 years past the start date – making the real expiry is actually June 2025.

There’s also the three month rule – a number of countries require British holidaymakers to have a few additional months left on their passport to travel.

Most places in Europe require British travellers to have at least three months left on the passport before it expires.

Passport Rules

Everything you need to know about passports

Here’s another common passport mistake that is costing Brits £1.1million a year on holiday.

And another woman was left sobbing after easy passport mistake saw her BANNED from her flight.

THERE’S bad news for passengers flying with easyJet to Italy this weekend.

On Saturday, unions representing easyJet’s pilots and flight attendants have announced a strike due to to take place between 1pm and 5pm.

easyJet operates daily departures across Italy in destinations like Milan Malpensa, Naples, Venice and Rome Fiumicino. 

Currently, easyJet says that there is only one return flight scheduled to and from the UK within the strike period which is currently set to operate as planned.

Another nine intra-EU flights are also within the strike period, but there are also plans in place to operate.

easyJet also told Sun Travel: “We have contingency plans in place so our flying programme to and from Italy is currently scheduled to operate as planned tomorrow.

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“We will contact customers directly should their flight be affected.”

Naples Airport operator GESAC has warned of “possible delays and cancellations”, urging travellers to check the status of their flights.

The industrial action has been taken as a result of delays in talks over roster patterns, post-pandemic wage restoration and integration of the new Airbus A321neo aircraft.

A number of services could be grounded and the select time of the walkout is to maximise disruption. 

SkyRefund has advised that if your flight is cancelled, the airline must offer you a choice between a full refund or re-routing to your destination.

If the airline cannot fly you out quickly, they should book you onto a flight with an alternative carrier.

Commenting on passenger rights, Ivaylo Danailov, CEO of flight compensation specialists SkyRefund, said: “Passengers should be aware that while airlines often cite strikes as ‘extraordinary circumstances’, industrial action by an airline’s own employees, such as this walk-out by easyJet pilots and cabin crew, is generally considered within the carrier’s control under UK and Under EU 261/2004 regulations.

“Because this strike stems from internal disputes over wages and rosters, it does not typically meet the criteria for an ‘unforeseeable’ event.

“If your flight is cancelled or delayed by more than three hours, you aren’t just entitled to a seat on the next available flight; you are likely eligible for fixed financial compensation of up to £520 (€600) per person.”

Flight compensation rules

A look at your rights if a flight is delayed or cancelled, when your entitled to compensation and if your travel insurance can cover the costs.

What are my rights if my flight is cancelled or delayed?

Under UK law, airlines have to provide compensation if your flight arrives at its destination more than three hours late.

If you’re flying to or from the UK, your airline must let you choose a refund or an alternative flight.

You will be able to get your money back for the part of your ticket that you haven’t used yet.

So if you booked a return flight and the outbound leg is cancelled, you can get the full cost of the return ticket refunded.

But if travelling is essential, then your airline has to find you an alternative flight. This could even be with another airline.

When am I not entitled to compensation?

The airline doesn’t have to give you a refund if the flight was cancelled due to reasons beyond their control, such as extreme weather.

Disruptions caused by things like extreme weather, airport or air traffic control employee strikes or other ‘extraordinary circumstances’ are not eligible for compensation.

Some airlines may stretch the definition of “extraordinary circumstances” but you can challenge them through the aviation regulator the Civil Aviation Authority (CAA).

Will my insurance cover me if my flight is cancelled?

If you can’t claim compensation directly through the airline, your travel insurance may refund you.

Policies vary so you should check the small print, but a delay of eight to 12 hours will normally mean you qualify for some money from your insurer.

Remember to get written confirmation of your delay from the airport as your insurer will need proof.

If your flight is cancelled entirely, you’re unlikely to be covered by your insurance.

Here’s more information on what to do if your flight is cancelled or delayed due to a mystery ‘tech glitch’.

And these are the circumstances where you won’t get any compensation for a cancelled flight.

The beach resort recently gave local clubs permits to open 24-hours a day along the shore, turning the area into a serious clubbing zone and a cheaper competitor to the party island of Ibiza

If you’re looking for chilled days on the beach followed by all-nighters at the club, then Ibiza might be your go-to destination. But the Balearic Islands aren’t the cheapest option, and certainly not the only place where you can party all night long.

One beach resort is emerging as a serious contender for those who want to enjoy the party vibes, but can’t stretch their budget to a week in Ibiza. Set on the picturesque Pag Island just off the coast of Croatia, Zrce Beach is becoming a major destination for fans of night – and day-clubbing.

Zrce Beach is about an hour and 20 minutes from Zadar airport, which has Ryanair flights from Birmingham, Bournemouth, Edinburgh, Leeds Bradford, Liverpool, London-Stansted, Manchester, and Newcastle upon Tyne, making it easy to access from the UK. Flights start at just £21 one-way with the budget airline and take about 2.5 hours.

The beach itself has smooth pebbles and turquoise seas, and its position in a sheltered bay means there are shallow, clear waters for swimming. Along the beach, you’ll find a variety of beach clubs renting out loungers and Bali beds, or you can grab a spot next to a palm tree.

Outside of festival time, the daytimes here tend to be relaxed, with people sipping cocktails in beach clubs and enjoying chill music and the occasional dips in the sea. Some clubs have their own pool areas where you can enjoy the friendly atmosphere.

As the sun starts to set, the parties begin, and the great thing about Zrce Beach is that it has so many bars and clubs in a relatively short, walkable area, so you can simply wander around and find the best party. Noa Beach Club is one of the most unique clubs in the area, with a huge pier where you can dance and party surrounded by the sparkling blue seas.

At the other end of the beach is Kalypso, where the party often spills out onto the seafront. DJ sets last until the small hours in this paradise-themed club, and there’s an outdoor chillout area right next to the sea. There’s also Euphoria Club, famous for its giant cocktails and outdoor parties that often go on long after the sun comes up.

But it’s the summer festivals that really bring in the crowds, with stages set up right on the beach, boat parties, and international DJ sets that last all night. Zrce Spring Break Croatia takes place over two weekends in 2026, on May 22 to 25 and June 4 to 7, and is set to include Spring break games, water sports, and of course, plenty of late nights.

One of the summer’s biggest events is the Balkan Wave festival, with acts from July 9 to 11. Regular tickets cost €89.99 (about £77) for all three days, or you can book accommodation packages from €229.99 (just under £200) which include four-nights accommodation in a basic apartment nearby plus access to the festival.

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Many visitors stay in nearby Novalja, which during peak season has regular shuttle buses to and from Zrce Beach. Hotel Kaneo is popular with guests who want to enjoy the lively nightlife and is on a long stretch of sandy beach with rooms from £54 a night. For those on a budget, there’s the Casa La Cha – Hostel & Bar, which is also on the beach and has apartments that sleep up to eight people, making it ideal for groups.

Have a story you want to share? Email us at webtravel@reachplc.com

easyJet’s new travel report shows dark sky tourism, padel holidays and Gen Z trends are dominating summer bookings to Spain and beyond

Dark skies tourism is set to be one of the top travel trends this summer, driven by a growing fascination with astronomy and astrophotography, according to The Great British Holiday Audit by easyJet and easyJet Holidays. The report highlights a surge in bookings for Spanish hotspots like Valencia, Palma Mallorca, and Ibiza, particularly around August 12th, as travellers aim to combine sun-soaked breaks with catching the solar eclipse.

These locations are perfectly situated in the eclipse’s path and benefit from long, clear summer days. And the trend is especially popular among Gen Z and has been amplified by TikTok, following a wave of interest sparked by the Northern Lights visibility in the UK in 2025.

Beyond astronomical events, longer short-haul flights of five to six hours are also becoming the “new norm”. For example, Tunisia saw a 12% increase in easyJet flights, particularly to the island of Djerba. Meanwhile, Tbilisi, Georgia is gaining traction as a popular city-break destination.

And travel to longer-leisure hotspots such as Morocco, Turkey, and Cyprus has seen a 21% rise.