You probably already have a least favourite airline. Chances are you’ve taken dozens of flights over the years, tried out dozens of different providers, and eventually picked which ones you love and which you loathe. Only one, however, can be the actual worst, and that’s where Which? comes in.
The consumer watchdog conducted a survey back in May 2024 to determine the best and worst airlines based on customer service, and the results weren’t promising. Apparently the entire industry is lagging, sitting overall at an average of only 52 points (on a scale of -100 to +100) for customer satisfaction. For reference, the energy industry currently sits at 51.
Clearly no airlines have perfected the art of stress-free air travel, but who was the worst of them all?
WizzAir, the low cost Hungarian carrier, received a score of only 13 points, making it by far the lowest ranking on the list. According to the survey, 44 percent of people found it difficult to speak to someone to voice a complaint, and a further 44 percent found that when they did finally get through to a human they were rude or unhelpful.
Ryanair came in second, with a score of 28. Nearly half of those surveyed said that they had an issue with the company’s customer service policies, which isn’t hugely promising.
Both Ryanair and WizzAir disagree with Which’s rankings, with the latter calling the report ‘inaccurate, unrepresentative and misleading.’
Rocio Concha, a spokesperson for Which? expressed worry about these results: ‘Travellers are currently facing some of the highest ever fares, but our latest survey shows the standards of customer service of some airlines to be very poor.
‘The government must prioritise giving the Civil Aviation Authority stronger powers, including direct fining powers, so it can properly hold airlines to account.’
The entire aviation industry has its work cut out for it, but we believe it can get better. Maybe in a few years time flying with any airline will be such a breeze you’ll never even need to reach a customer service representative. A traveller can only dream. You can read Which?’s full ranking of airlines here.
Transport in the UK
Travel may not always be pleasant, but there’s always more to say about it, such as this study which discovered the UK's quietest airports, the fact that this UK city is trialling more 24-hour bus services, and the latest information about ongoing strikes on Time Out’s national industrial action hub.
Did you see that this hotel has just been crowned the best in the UK for 2024?
Plus: Three of the ‘world’s greatest places to visit’ are in the UK.
Stay in the loop: sign up to our free Time Out UK newsletter for the latest UK news and the best stuff happening across the country.