Automotive & mobility
European airline apps: State of UX 2026
Date
Scope
Aviation
Overview
Our largest state-of-UX study to date examines the mobile apps of ten of Europe's biggest airlines, drawing on more than 23,000 public reviews across four sources. Headline app-store ratings look healthy, but reviews written in the current year average just 2.3 out of 5, and around one in five passengers hits a problem at mobile check-in. Scored against passenger Jobs-to-be-Done, check-in, payment and booking, the core reasons the app exists, all fall in the critical range.
Key findings
Current-year reviews average 2.3 out of 5, far below the flattering all-time store ratings that reach the airlines' leadership.
Around one in five passengers reports a mobile check-in failure; check-in, payment and booking all score in the critical band on our Jobs-to-be-Done scale.
"Finding a flight" scores just 14% satisfaction in airline apps, ceding the job to aggregators, while anger vocabulary in reviews rose 75% between 2023 and 2026.
More than 23,000 reviews across ten carriers and four sources (Apple App Store, Google Play, Reddit and Trustpilot), analysed with multi-layered human QA.
