Ryanair has been rated as the least satisfying airline in the UK according to a survey conducted by consumer group Which?. Among almost 30 airlines evaluated, the budget carrier received the lowest score of 55%. It achieved only two stars out of five in categories such as booking process, boarding, customer service, and cabin environment, and just one star for seat comfort.
Over 1,200 passengers who flew with Ryanair were surveyed, with one passenger expressing dissatisfaction by stating, “The plane is dirty and the seats are awful.” In response, Ryanair dismissed the survey results, emphasizing that both the airline and its 208 million passengers do not pay attention to such surveys, referring to them as fabricated.
Wizz Air, another budget airline, ranked second to last in the survey, receiving two stars in every category except for value for money, where it scored three stars. On the contrary, 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. A customer praised Jet2 for its generous luggage allowance compared to other budget airlines.
Singapore Airlines emerged as the top-rated airline overall, achieving a remarkable 81% satisfaction score and leading in the long-haul category. The airline received five stars for its cabin environment and customer service. British Airways, on the other hand, 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 airlines may not always offer the most affordable options due to additional fees. Wizz Air defended its performance, highlighting its growing passenger numbers and competitive pricing.
Editor Rory Boland of Which? Travel criticized Ryanair and Wizz Air for disregarding customer feedback and highlighted the importance of considering all costs, including add-ons, when choosing an airline. He recommended opting for carriers that include baggage and seat allocation in their fares for potentially cheaper overall travel costs.