Ryanair rated worst short-haul airline among UK carriers

  • Ryanair came joint bottom of the table alongside Spanish-based Vuelling
  • British Airways didn’t fare well on both the long-haul and short-haul survey 
  • Top rated carriers included Auringny Air Services and Singapore Airlines
  • The passenger survey was the annual study by consumer group Which?  

Ryanair has been rated the worst short-haul airline operating in the UK in a new survey of passengers.

The Irish-based carrier was joint bottom of consumer group Which?’s annual survey of passenger satisfaction alongside Vuelling Airlines, with both getting a score of just 45 per cent.

The airline, which cancelled thousands of flights earlier this year scored just one star out of three from flyers for seat comfort – but received three stars for value thanks to its cheaper fares.

Ryanair has been rated the worst short-haul airline operating in the UK in a new survey of passengers

Ryanair has been rated the worst short-haul airline operating in the UK in a new survey of passengers

Meanwhile, British Airways also slumped to third from bottom of the table, achieving a customer score of just 52 per cent. It was ranked mid-table the previous year, with a customer score of 67 per cent.

It comes after BA did away with free food on most short-haul flights and instead introduced paid for M&S sandwiches.

The same poor rating was given for seat comfort and value for money when flying short-haul.

However, at the top end of the table, was Jet2.com (76 per cent) and Norwegian (76 per cent) with both budget carriers awarded four stars by passengers for their customer service.

Very top spot went to Auringny Air Services (80 per cent), with the Channel Islands carrier gaining four stars from passengers for its boarding process, cabin environment and customer service.

In the long haul survey, Singapore Airlines finished on top for the second year running.

The carrier received full marks in several categories and recorded a customer score of 88 per cent, finishing ahead of Emirates (82 per cent) and Qatar Airways (78 per cent) in second and third place.

US carriers United Airlines and American Airlines both performed poorly at the other end of the table, with customer scores of just 39 per cent and 46 per cent respectively.

Neither airline scored more than two stars for anything other than cabin environment.

British Airways also fared badly in the survey in both short-haul and long-haul categories 

British Airways also fared badly in the survey in both short-haul and long-haul categories 

BA also found itself rated the third worst carrier on long-haul, behind rivals like Thomson and Thomas Cook for the first time ever in the annual survey with a customer score of just 50 per cent.

Last year it received a customer score of 60 per cent. As with short-haul, passengers rated the food and drink, seat comfort and value for money at just two stars.

Rory Boland, Which? travel editor, said: ‘Passengers are telling us that there are many different ways to be a great airline, but providing great service at an acceptable price is a must have.

‘BA’s poor customer satisfaction shows it clearly needs to step up its game in a year that has been beset with problems. From the food and drink on offer, to the poor value for money of the journey itself, the airline has a lot of work to do to improve the experience that passengers associate with the airline.’

However, a spokesperson for British Airways said: ‘British Airways is a premium airline committed to customer choice. We offer customers the biggest network from London’s most central airports, a loyalty programme with huge benefits and the best punctuality record of the three big short-haul operators from the capital.

‘We also give our growing numbers of customers a wide choice of fares and services.

A table by Which? that shows the survey they carried out on passenger satisfaction on airlines operating in the UK 

A table by Which? that shows the survey they carried out on passenger satisfaction on airlines operating in the UK 

‘In 2018, our investments for customers will include 20 new aircraft, even more new routes, upgraded cabin interiors, significantly improved catering in long-haul economy and the roll-out of our new club catering and bedding services across our long-haul network.’

While Kenny Jacobs from Ryanair said: ‘This survey of 9,000 Which? members is unrepresentative and worthless, during a year when Ryanair is the world’s largest international airline (129 million customers) and is also the world’s fastest growing airline (up nine million customers in 2017).

‘We have apologised for the deeply regretted flight cancellations and winter schedule changes, and the disruption they caused to less than 1 per cent of our customers, we have worked hard to re-accommodate or refund all customers and met our EU261 obligations in full. 

‘We have responded quickly to repair the pilot rostering failure, eliminate further cancellations and we are determined to invest the time, money and manpower to ensure that it never recurs.

‘The Which? Survey includes no standalone rating price, which is the single most important factor for UK consumers when it comes to airline choice. Our average fare is just €39 and has fallen further this year.

‘Ryanair.com is the most visited airline website in the UK, so demand from UK consumers to book and fly with Ryanair has never been higher.

United Airlines was rated as the worst long-haul carrier to operate in the UK in a survey

United Airlines was rated as the worst long-haul carrier to operate in the UK in a survey

‘Ryanair also receives customer feedback in real time, with Rate My Trip on the Ryanair app. Rate My Trip has received over 475,000 responses this year and recorded 92% satisfaction rate.

‘This Which? Survey doesn’t reflect real passenger choices. Real customers cannot get enough of Ryanair’s low fares and our Always Getting Better customer service.’ 

While a spokesman for United Airlines added: ‘We are committed to making sure that United is a warm, welcoming and friendly experience for all our customers. 

‘Every year we connect nearly 143 million customers to communities around the world, and from the U.K., we connect thousands of travellers each day to our U.S. hubs and to points all across the Americas. 

‘We have made important progress to move United decisively forward by investing in our products and people to ensure our customers are at the centre of everything we do.’ 

MailOnline has also contacted Vuelling Airlines and American Airlines for comment.






Courtesy: Daily Mail Online

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