Class Matters; Groups of Air Passengers Most Likely to Complain on a Flight

Air travel can be a dream or a nightmare depending on seat class, as some groups of air passengers tend to have more to say than others.

Feb 8, 2025 0

Class Matters; Groups of Air Passengers Most Likely to Complain on a Flight

TEMPO.CO, Jakarta - Flying offers a variety of experiences, with behavior often reflecting the class they’re traveling in. From budget-conscious to those seeking luxury, each class has its own distinct atmosphere. However, one class tends to have a higher rate of complaints during flights.

Surprisingly, it’s not first-class or business-class passengers who dominate the complaint list. Paula Gahan, a cabin crew member with over a decade of experience, points to premium economy passengers as the most vocal group.

"Premium economy passengers find themselves in a bit of a bind," says Gahan. "They can’t afford business class but feel they’re too good for economy class. As a result, they often complain the most, demand everything they can get, and frequently ring the call bell," Paula said, as quoted by the New York Post.

First-Class Manners

First-class passengers, on the other hand, are often noted for their politeness, as Paula lauded. Due to the exclusivity of the class, there is less opportunity to encounter difficult passengers. Those who can afford to fly first class tend to behave with the kind of decorum expected in a high-end environment.

Business-class passengers also enjoy comfort, privacy, and premium service. While accustomed to pampering, they generally maintain a respectful demeanor, understanding the value of the experience they’ve chosen.

The Premium Economy Paradox

The situation in premium economy, however, is more complex. According to Gahan, passengers in this class often have elevated expectations without the means to justify them. "This group is caught between two worlds—seeking the benefits of business class but still tethered to economy," she notes. As a result, they can be more demanding, frequently ring the call bell, and express dissatisfaction despite the upgrades they’ve received.

Air Passenger Experience by Class

The following is an overview of the experience in each class, based on Gahan’s observations:

Economy

The most affordable option

Seating is standard, and service is limited; passengers can expect the basics but little beyond that.
Premium Economy

A step above economy

Comfortable seats with extra legroom and a better selection of meals and amenities, making it a more relaxed experience compared to regular economy.
Business

Enhanced comfort and service

Seats that often recline into beds, increased privacy, and superior food and drink options contribute to a premium travel experience.
First Class

The pinnacle of luxury

Offering an exclusive experience with gourmet meals, high-end beverages, and exceptional service. Air passengers in first class enjoy fully reclining seats, private compartments, and additional perks such as Wi-Fi and shower rooms on certain airlines.