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In a recent airline satisfaction survey conducted by Which?, British Airways has been ranked as the worst long-haul airline. The survey examined various factors such as timeliness, customer service, comfort of seats, and overall value for money. Sadly, British Airways, the UK’s flagship airline, received a disappointing score of 62%, with only two out of five stars in several categories, including value for money and cabin comfort.
This survey was based on feedback from 7,828 travelers on 9,325 flights that took place from November to December 2024. Additionally, the survey included data on delays and cancellations from the Civil Aviation Authority (CAA). According to the CAA, British Airways had a troubling rate of last-minute cancellations, with about 2% of flights being canceled within 24 hours of their scheduled departure.
For example, a case featured by Which? highlighted a 76-year-old passenger, Joanne Anderson, who struggled to obtain a refund for her canceled flight. After her return trip from Belfast to Exeter was canceled due to bad weather, she booked alternate flights and requested a refund for the £237.28 she had spent. Unfortunately, it took her nine weeks to receive the money back.
In response to the survey, a British Airways representative stated that the findings contradicted the positive feedback received from many customers. They also pointed out a recent independent study by Newsweek, which reported that the airline was voted as the Most Trusted Airline Brand by 17,000 individuals.
In the same Which? survey, Air Canada shared the last place with British Airways, also earning a score of 62% and multiple two-star ratings. At the top of the ranks was Singapore Airlines, with a score of 81% and five stars in most categories, followed by Etihad Airways, scoring 78%.
Ryanair emerged as the least liked airline in the short-haul category, receiving a mere 49% satisfaction score. Passengers criticized Ryanair for poor food and drink options, uncomfortable seating, and a lack of support during delays. One traveler mentioned they would prefer higher ticket prices if it meant not having to pay extra for a cabin bag.
In response to the negative reviews, Ryanair emphasized that they expect to carry 200 million passengers this year and that their customers do not wish for higher fares, which they claimed was a misrepresentation by Which?
In another comparison, Wizz Air followed closely behind Ryanair with a score of 51% and two stars in each category. However, Wizz Air called the survey results misleading, stating that the sample size was incredibly small compared to their actual passenger numbers.
For those looking for commendable airlines, Jet2 was recognized as the best for short-haul trips, achieving an 80% satisfaction rating for the fourth consecutive year, while Emirates received praise for long-haul services.
Overall, Rory Boland, the editor of Which? Travel, highlighted the significant differences in customer service standards among airlines. He noted that British Airways’ performance reflects a decline from its past reputation for excellence, drawing attention to the broad gap between top-performing and underperforming airlines in the industry. This disparity highlights the need for airlines to improve their service, especially in an era where delays and cancellations seem to be increasingly commonplace.