Ryanair has been identified as the least satisfactory airline in the UK for customer contentment according to a survey conducted by consumer organization Which? The budget carrier ranked at the bottom among nearly 30 airlines evaluated, achieving a satisfaction score of 55%. It received only two stars, the lowest rating, for aspects such as its booking process, boarding experience, customer service, cabin ambiance, and just one star for seat comfort.
A survey of over 1,200 Ryanair passengers was conducted, with one passenger expressing dissatisfaction, stating, “The plane is dirty and the seats are awful.” In response, Ryanair defended its reputation by dismissing the survey results as fabricated and irrelevant, claiming that neither the airline nor its 208 million passengers pay heed to such surveys.
Wizz Air, a rival low-cost carrier, ranked second to last in the survey, receiving two stars across most categories except for value for money, where it scored three stars. Jet2, a holiday airline, topped the short-haul category with a satisfaction score of 76%, earning praise for its value, customer service, and boarding process.
Singapore Airlines emerged as the highest-rated carrier overall, achieving a remarkable score of 81% and excelling in the long-haul category. The airline received five stars for its cabin environment and customer service. British Airways secured a 72% rating in both short-haul and long-haul categories.
The survey, which involved more than 5,500 British adults who flew economy class leisure flights from a UK airport in the past year, highlighted a shift in perceptions regarding budget airlines’ affordability due to additional fees. Wizz Air responded to the survey results by criticizing the sample size and emphasizing its increasing passenger numbers as proof of customer satisfaction.
Editor of Which? Travel, Rory Boland, criticized Ryanair and Wizz Air for disregarding customer feedback and highlighted the misleading pricing strategies of some budget airlines, urging passengers to consider airlines that offer transparent pricing inclusive of baggage and seat allocation.