Air travel was once a gateway to adventure and excitement, a means of seeing the world in the most convenient way possible. But if you’ve flown recently, especially with low-cost airlines, you’ll know that the skies aren’t as friendly as they used to be. Low-cost carriers like EasyJet, Ryanair, and even British Airways (now practically a semi-low-cost airline) have perfected the art of miserable travelling, turning the once-joyous experience into a series of minor indignities. For those of us who have flown hundreds of times – me included, having caught over 300 flights – this isn’t just a rant, it’s a harsh truth that the industry needs to hear. It’s time to protest, and it’s time for change.
From £1 Flights to £70 Charges: The Rise of the Low-Cost Nightmare
Let’s rewind to the late 1990s, a time when low-cost carriers were emerging, and air travel was suddenly more accessible. I remember moving to London in 1998 and experiencing the thrill of £1 flights from Stansted to Rimini, Italy, with Ryanair. Back then, the service was basic but courteous, and the concept of low-cost travel felt like a marvel. No one complained about extra charges or backpacks being a few millimetres too large. The travel industry was a world of possibility, and the sky was the limit – literally.
But those days are long gone.
In the wake of post-COVID travel, low-cost airlines have turned their flights into a game of misery. The concept of affordable travel has now become synonymous with rudeness, hidden fees, and service that can only be described as “barely service”. According to recent industry reports, budget airlines have seen an increase in profit margins, but the customer experience has sharply declined. In 2023, Ryanair and EasyJet reported a collective £6.5 billion in profits despite skyrocketing complaints from passengers about poor customer service, flight delays, and unfair charges (source: The Guardian). How did this happen?
The Brutality of Bag Checking and Price Rigidity
One of the more absurd experiences I encountered recently was at the gate before an EasyJet flight from Gatwick to Milan. A family of three – mother, father, and their young son — found themselves charged more than their £75 return ticket for three backpacks that were only 2 millimetres too big. They had been caught by the “bodybuilder” flight attendant, who showed no mercy in ensuring that their bags fit into the sizer. A few millimetres. £70 extra. And what did they get for their £70? Nothing but tears. Watching that family settle into their seats, visibly upset and defeated, made me realise that something has gone terribly wrong in the low-cost airline industry. Flexibility? Compassion? Gone.
Sure, rules are rules, but that level of rigidity feels less like policy enforcement and more like pure greed. I don’t think these airlines are making life harder for passengers to ensure safety or efficiency; they’re doing it to fatten their bottom line. And we let them.
A “Customer is Always Right” World No More
Back in the early 2000s, when I worked in crisis management for Expedia, customer service was a priority. We acted in the spirit of ‘the customer is always right’ — and there were actual consequences when companies dropped the ball. But now, as I watch low-cost airlines like Ryanair, EasyJet, and even British Airways crumble under their own weight of overbooked flights, delayed services, and impolite staff, I can’t help but think: Where did that customer-first mentality go?
The reality is, the airline industry has shifted. In 2024, EasyJet passengers filed over 1,200 complaints about poor customer service, with delays being a significant issue (source: Which? Travel). From missing check-ins due to poor website functionality to confrontational flight attendants pushing expensive add-ons, the industry’s attitude seems to be one of “take it or leave it”. The customer is no longer right. The airline is always right.
Post-COVID: The Final Nail in the Coffin
The pandemic hit hard, but air travel has never fully recovered. Airlines, desperate to stay afloat, began squeezing every penny they could out of customers. And guess who bore the brunt of that? Us.
Take British Airways, for instance. Once my favourite airline, known for impeccable service, it’s now become just another budget carrier scraping away at passengers with hidden fees. A recent incident I had with BA was nothing short of a nightmare. My flight from Milan to London was delayed by over an hour and a half, and the BA website was down for two days. I couldn’t check in, nor could I get my virtual boarding pass. When I arrived at the airport — on time, mind you — the staff refused to let me check in because they’d already closed the desk early. No flexibility. No sympathy. I was left stranded at Malpensa airport, having to sleep on the floor until I could catch a Ryanair flight back to London. How did we get here?
The Corporate Greed That Makes Travel Miserable
The most shocking thing about these low-cost airlines is that the misery isn’t just about the flight experience; it’s about the exploitation of passengers at every turn. From charging you for every little thing (the disgusting £5 sandwich on EasyJet, the £3 for a coffee that’s worse than instant) to the blatant scams where prices in the inflight magazine don’t match what staff charge you, it’s no wonder so many people are fed up.
One horror story shared by George, a customer who spent £10,000 on flights for his sister’s wedding, revealed just how bad things can get. After a flight with rude staff who continually woke him up to sell him products, George said the situation turned toxic, and when he voiced his frustration, he was banned from flying with EasyJet altogether. The staff, he claims, “molested” him throughout the flight. This was a far cry from the kind of customer service Expedia used to offer.
So, What Can We Do?
We, the passengers, are not powerless. It’s time to speak up and demand that airlines treat us with the dignity we deserve. Travel should not feel like a punishment. It’s not enough to tolerate the misery. If we continue to let these companies profit off our discomfort, we’ll only see the standard of service continue to decline.
In the old days, travel was about the experience. Now it’s about the destination because, quite frankly, the journey has become unbearable. Let’s not let low-cost airlines continue to ruin the essence of travel. Protest. Speak out. It’s time for a change. Because at the end of the day, nobody should be subjected to the misery of modern air travel.
