Survey says Ryanair is no longer the worst airline, but which is the best?

By Harry Kemble
22/02/2023
Home » Survey says Ryanair is no longer the worst airline, but which is the best?

Wizz Air has finished bottom of Which?’s survey of best short-haul airlines, following complaints about its poor customer service.

In the annual poll, which quizzed 8,046 adults about their experiences of flying between October 2020 and October 2022, the budget airline got a customer score of 48%.

Last year, Ryanair was ranked as the worst airline, with a score of 55%, and British Airways was only slightly better, with a score of 63%.

Both scored even worse this year, scoring 52% and 56% respectively, but not as low as Wizz.

Eurowings scored 53%, making it the third worst, after Wizz and Ryanair.

Wizz received a measly one star out of five for boarding experience, cabin environment and seat comfort.

It was awarded two stars in the value for money and customer service categories.

A Wizz Air spokesperson said: “We do everything possible to ensure that passengers reach their destination on time and with minimal delay.  

“Several issues affecting the global aviation industry contributed to a worse time performance in 2022. These issues resulted from a widespread shortage in staff.”

The spokesperson said the airline was ‘committed’ to reviewing ‘processes to mitigate these issues’ and was ‘seeing an overall improvement in the on-time performance of our routes’.

Which airline remains the best shorthaul?

Jet2 remained top of the short haul airline table, with a customer score of 80%, which was slightly less than the 82% it achieved last year but it retained its Which? Recommended Provider status.

Passengers awarded it five stars for customer service.

One customer said the airline ‘excelled in all areas of customer support’, while another claimed it is ‘the best airline by a country mile’.

Jet2 achieved four stars for value for money, cabin cleanliness and boarding but dropped to three stars in the seat comfort and food and drink categories.

Norwegian Airlines was the only other carrier to get Which? Recommended Provider status.

Turkish Airlines and Finnair failed to receive the recommended provider badge for having terms and conditions which allow them to cancel passengers’ return journeys if they miss their outbound flight through no fault of their own.

Why did BA score so low?

BA was slammed by passengers. One said flying with the airline was ‘a race to the bottom, providing as little as possible and making cattle class sound like something better’.

It scored two stars for boarding, seat comfort and value for money. Just over 2% of its flights were cancelled with less than 24 hours’ notice, making it among the least reliable airlines surveyed, Which? said.

Rory Boland, Which? Travel Editor, said: “Travellers have had a torrid time in recent years, with last-minute delays and cancellations an unacceptably common occurrence.

“While airlines like Jet2 have distinguished themselves by offering flyers excellent customer care and a reliable service, too many of their competitors continually fail to measure up.

“If alternative carriers are available for your route, avoid Wizz Air, as its poor record on customer care means you’re likely to be left high and dry in the event your flight is delayed or cancelled.”

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