Ryanair, a leading budget airline in the UK, has received the lowest customer satisfaction rating according to a survey conducted by consumer group Which?. Out of nearly 30 airlines surveyed, Ryanair ranked at the bottom with a 55% score. The airline received only two stars for its booking process, boarding, customer service, and cabin environment, and just one star for seat comfort.
The survey included feedback from over 1,200 Ryanair passengers, with one customer expressing dissatisfaction by stating, “The plane is dirty and the seats are awful.” In response to the survey results, Ryanair defended itself by dismissing the survey as “made-up” and “fake,” highlighting that 208 million passengers chose to fly with them last year.
Wizz Air, a competitor to Ryanair, was second from the bottom in the rankings, scoring two stars across categories except for value for money, where it received three stars. On the other hand, Jet2, a holiday airline, topped the short-haul category with a 76% satisfaction score, praised for its generous luggage allowance.
Singapore Airlines emerged as the best-rated carrier overall with an impressive 81% score, excelling in the long-haul category. It received five stars for its cabin environment and customer service. British Airways scored 72% in both short-haul and long-haul categories.
The survey, which involved more than 5,500 British adults who flew economy class for leisure from a UK airport in the past year, revealed that budget airlines might not always be the cheapest option due to add-on fees. Wizz Air countered the survey results, emphasizing its strong passenger numbers and competitive pricing.
Editor Rory Boland from Which? Travel criticized Ryanair and Wizz Air for disregarding customer experiences and highlighted the importance of airlines offering transparent pricing that includes baggage and seat allocation. He suggested considering airlines that provide all-inclusive fares for a potentially more cost-effective travel experience.