Airline complaints are common—especially when flights don’t go as planned. From delays and missing bags to uncomfortable seats or confusing boarding, passengers often leave the airport feeling frustrated. In this guide, you’ll learn which airline complaints are most likely to get results and what you can do if something goes wrong during your trip.
TL;DR
- Flight delays and lost bags are the most common complaints, and in many cases, you may be entitled to compensation—especially in the EU or UK.
- Issues like unfriendly service, missed meals, or cabin cleanliness might not lead to refunds, but it’s still worth giving feedback.
- If your Wi-Fi or entertainment didn’t work, airlines are often happy to offer a refund or credit if you let them know.
- Surprised by extra fees? If a charge wasn’t clearly shown during booking, you can ask the airline to review it.
- Haven’t heard back yet? Following up or contacting customer service through social media can help get a faster response.
Flight Delays: When Can You Get Compensation?
Flight delays are frustrating, especially when they affect important travel plans. In the UK and EU, if your flight is delayed for more than three hours, you might be eligible for compensation under EU261. The amount depends on how long the delay was and how far you were flying. Some passengers receive up to €600.
In the US, rules are a little different. Airlines aren’t required to offer compensation for delays, but if your flight is cancelled and you choose not to travel, you can get a full refund—not just a voucher.
If your flight is delayed, ask the airline for an explanation and keep any messages or emails they send. That information can help if you decide to file a complaint later.
Lost or Delayed Bags: What Airlines Usually Offer
Baggage problems are one of the most stressful parts of flying. Most of the time, lost or delayed bags are located within a day or two and sent to your hotel or home. If you need to buy essentials while waiting for your bag, keep the receipts—you can usually request a refund for those items.
If your bag is declared lost, airlines may compensate you for what was inside. You’ll need to describe the items, and they may ask for proof of value. There are limits to how much they’ll pay, based on international rules like the Montreal Convention, but many passengers still receive partial or full compensation.
Unfriendly Staff: Should You Say Something?
Sometimes, passengers feel that a crew member or airport employee was unhelpful or dismissive. If that happens, it’s okay to speak up. Try to describe the situation clearly in your complaint, including the flight number and date. Airlines take customer feedback seriously, and your message may help with staff training or service improvements.
If something more serious happened—such as a safety concern or offensive behaviour—it’s a good idea to report it through the airline’s official channels or through social media, where customer support teams often respond quickly.
Food Complaints: Can You Ask for Something Back?
Airplane food often gets mixed reviews. While taste is subjective, it’s reasonable to let the airline know if your meal didn’t meet expectations. If your special meal was missing or if you were given something you couldn’t eat due to allergies or dietary needs, airlines are usually happy to apologize and may offer miles or a voucher as a goodwill gesture.
If the issue was minor, such as not liking the flavour, you probably won’t receive compensation—but your feedback is still useful.
Cleanliness Concerns: What to Do If Your Seat Area Is Dirty
People expect their seats, trays, and bathrooms to be clean—and most airlines aim to meet that standard. But during busy travel periods, the cleaning crew might miss something. If you notice an issue, tell the crew during the flight. They may be able to fix it right away or find you a new seat.
After the flight, you can send a short message to the airline with a photo if you took one. You may not receive compensation for cleanliness problems, but airlines do review these complaints and often make changes based on customer feedback.
Broken Entertainment Screens or Wi-Fi Problems
In-flight entertainment helps pass the time on longer flights. If your screen doesn’t work or the content is outdated, let the crew know. Sometimes they can reset it or help you move seats. If it can’t be fixed, you may be able to request miles or a small credit afterward.
If you paid for Wi-Fi and it didn’t work, contact the airline or Wi-Fi provider with your booking details and receipt. Most airlines will refund Wi-Fi charges if there was a clear problem.
Extra Fees or Charges You Weren’t Expecting
It’s easy to miss small fees during the booking process—like seat selection or checked baggage. Most of these charges are non-refundable, but if a fee wasn’t clearly shown or if you were charged for something you didn’t use, it’s worth contacting the airline.
Provide proof if you can, such as booking confirmations or screenshots. Airlines may offer a refund or credit if the charge was made in error or wasn’t explained properly.
Confusing or Slow Boarding
The boarding process can be stressful, especially when announcements aren’t clear or the gate changes at the last minute. If the process caused you to miss your connection or created other issues, it’s okay to share that with the airline.
While you’re unlikely to receive compensation just for a long wait or crowding, your feedback can still help the airline improve future boarding procedures.
What to Do If the Airline Doesn’t Respond
Sometimes, passengers file a complaint and don’t hear back. Don’t get discouraged. It’s okay to follow up after a week or two. Keep a copy of your original message and include your flight details again.
If the airline doesn’t reply, try messaging them on social media or telling a travel office in your country. In the UK, that’s the Civil Aviation Authority (CAA). In the US, it’s the Department of Transportation (DOT). These groups can sometimes help if the airline doesn’t reply.
Denied Boarding or Overbooked Flights
Sometimes airlines sell too many tickets and don’t have enough seats. If no one volunteers to give up their seat, some passengers may be “bumped” from the flight.
If this happens to you and it’s not voluntary, you may be entitled to compensation. In the EU and UK, the amount can be up to €600. In the US, it depends on how long you’re delayed. Before accepting any offer, ask if you’re being denied boarding voluntarily or involuntarily, as it affects what you’re owed.
Final Thoughts
Airline complaints aren’t always easy to deal with, but many passengers do get results—especially when they stay calm, explain the situation clearly, and follow up if needed. If something goes wrong, don’t be afraid to speak up. Airlines want to hear from their customers, and your feedback could help improve service for everyone.
Try to keep records, stay polite, and be specific about what happened. Whether you’re asking for compensation, a refund, or just want to share your experience, the right message can go a long way.
Frequently Asked Questions
What is the most common airline complaint?
Flight delays are the most common airline complaint, followed closely by lost baggage and poor customer service.
Can I get compensation for a delayed flight?
Yes, if you’re flying within or from the EU or UK and your delay is over 3 hours, you may be entitled to up to €600 under EU261 rules. In the US, compensation is limited and only applies to cancellations or denied boarding.
How do I file an airline complaint that gets a response?
File your complaint in writing through the airline’s official website or customer service email. Include flight details, dates, and any receipts. Follow up if you don’t get a response within 7 days.
Do airlines respond to complaints on social media?
Yes, many airlines respond faster on platforms like Twitter or Facebook, especially when the complaint is public and tagged to their support account.
How long does it take for airlines to respond to a complaint?
Most airlines respond within 7 to 30 days. Some take longer, especially during peak travel periods or if compensation is involved.
Can I get a refund for non-working Wi-Fi or broken in-flight entertainment?
Yes, if you paid for Wi-Fi and it didn’t work, request a refund. For broken screens, compensation is usually small and only offered if you complain.
How much can I claim for lost luggage?
Under the Montreal Convention, you can claim up to about €1,300. You’ll need proof of what was lost and receipts if possible.
What happens if the airline doesn’t respond to my complaint?
Resend your complaint, then escalate to the relevant aviation authority like the CAA in the UK or the DOT in the US. You can also post publicly on social media to pressure a response.
Can I get compensation if I’m bumped from a flight?
Yes, if you are involuntarily denied boarding, you could get up to €600 in the EU or $1,550 in the US depending on your delay. Don’t accept vouchers without asking about your legal rights.
Is complaining about airline food worth it?
Usually not unless your meal was unsafe, missing, or failed to meet a special dietary request. In those cases, you might get miles or a small voucher.