Ryanair has been identified as the least satisfactory airline in the UK according to a survey conducted by consumer organization Which? The budget carrier received the lowest ranking out of nearly 30 airlines assessed, achieving a 55% rating. It only managed to secure two stars out of a possible five in categories such as booking process, boarding, customer service, and cabin environment, while seat comfort received a mere one-star rating.
The survey involved slightly over 1,200 Ryanair passengers, with one respondent quoted by Which? expressing dissatisfaction with the airline’s cleanliness and seat quality. In response, Ryanair dismissed the survey results, stating that neither the airline nor its 208 million passengers pay heed to such surveys which they consider fabricated.
Wizz Air, a competitor of Ryanair, was placed second from the bottom, obtaining two stars across most categories except for value for money where it scored three stars. Jet2, a holiday airline, emerged as the top choice for short-haul flights with a satisfaction score of 76%. Customers praised Jet2 for its generous luggage allowance compared to other budget airlines.
Singapore Airlines claimed the title of the best-rated carrier overall, scoring 81% and dominating the long-haul category with five-star ratings for cabin environment and customer service. British Airways achieved a 72% rating in both short-haul and long-haul categories.
The survey, which surveyed more than 5,500 British adults who flew economy class for leisure from a UK airport in the past year, highlighted that due to additional fees, budget airlines may not always be the most cost-effective option. Wizz Air responded to the survey findings by criticizing the small sample size used, emphasizing their growing passenger numbers and competitive pricing.
Rory Boland, editor of Which? Travel, criticized Ryanair and Wizz Air for disregarding their customers’ negative experiences. He advised passengers to consider airlines that include baggage and seat allocation in their fares, as these could often offer better overall value compared to seemingly cheaper headline fares.