Ryanair has been labeled the least satisfactory airline in the UK according to a survey conducted by consumer organization Which?. The budget carrier ranked at the bottom among nearly 30 airlines surveyed, achieving a modest 55% score. It received only two stars out of five in categories like booking process, boarding, customer service, and cabin environment, and a mere one star for seat comfort.
In the survey, just over 1,200 Ryanair passengers participated, with one passenger expressing discontent by stating, “The plane is dirty and the seats are awful.” Ryanair responded to the survey results by dismissing them as “made-up manufactured surveys” and emphasized that both the airline and its 208 million passengers do not pay any attention to such findings.
Following Ryanair in the rankings was rival no-frills carrier Wizz, which also received low ratings with two stars in most categories except for value for money, where it scored three stars. Conversely, holiday airline Jet2 claimed the top spot for short-haul flights, scoring 76% overall. Customers praised Jet2 for providing a generous luggage allowance compared to other budget airlines.
Singapore Airlines emerged as the highest-rated carrier with an impressive 81% score, leading in the long-haul category. The airline received five stars for its cabin environment and customer service. British Airways secured a respectable 72% rating in both short-haul and long-haul categories.
The survey, which polled more than 5,500 British adults who had flown economy class for leisure from a UK airport in the past year, highlighted changing perceptions about budget carriers. Which? noted that due to additional fees, budget airlines may not always be the cheapest option for travelers.
In response to the survey, a spokesperson for Wizz Air criticized the methodology, pointing out the small sample size and highlighting the airline’s growing passenger numbers as an indicator of customer satisfaction. Rory Boland, editor of Which? Travel, criticized Ryanair and Wizz Air for disregarding customer experiences and highlighted the hidden costs associated with budget airlines, suggesting that airlines including baggage and seat allocation in their fares could offer better value for money.