Ryanair has received the lowest customer satisfaction ranking among UK airlines, according to a survey conducted by consumer group Which? This budget airline was rated the worst out of nearly 30 airlines included in the survey, achieving a score of 55%. It received only two stars out of five for various aspects such as booking process, boarding, customer service, cabin environment, and just one star for seat comfort.
In the survey that included over 1,200 Ryanair passengers, one customer expressed dissatisfaction, stating, “The plane is dirty and the seats are awful.” Responding to the survey results, Ryanair dismissed them, mentioning that neither the airline nor its 208 million passengers pay attention to these surveys, labeling them as fake and manufactured.
Wizz Air, a rival no-frills carrier, ranked just above Ryanair with two stars across most categories except value for money, where it received three stars. On the other hand, Jet2, a holiday airline, topped the short-haul category with a satisfaction score of 76%, earning four stars for value for money, customer service, and boarding process.
Singapore Airlines emerged as the best-rated carrier overall, achieving an impressive score of 81% and leading in the long-haul category. It received five stars for its cabin environment and customer service. British Airways scored 72% in both short-haul and long-haul categories.
The survey, conducted among more than 5,500 British adults who flew economy class for leisure from a UK airport in the past year, revealed that budget carriers may not always offer the cheapest fares due to additional fees. Wizz Air defended its performance, stating that the survey sample size was small and not representative of their vast passenger numbers, which continue to increase yearly.
According to Rory Boland, editor of Which? Travel, airlines like Ryanair and Wizz Air should take customer experiences seriously despite their high passenger numbers. He emphasized that airlines including baggage and seat allocation in their fares can often result in a more cost-effective choice for travelers.