Ryanair has been rated as the least satisfying airline in the UK according to a survey conducted by consumer group Which? The budget airline received the lowest ranking out of nearly 30 airlines included in the survey, achieving a score of 55%. It only received two stars out of five in categories such as booking process, boarding, customer service, and cabin environment, and just one star for seat comfort.
Over 1,200 Ryanair passengers participated in the survey. One passenger quoted by Which? expressed dissatisfaction, stating, “The plane is dirty and the seats are awful.” In response, Ryanair defended itself by stating, “Neither we nor our 208 million passengers pay any attention to these fabricated surveys or their false outcomes.”
Wizz Air, a no-frills rival carrier, ranked second to last with two stars in all 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 satisfaction score of 76%. Customers appreciated the generous luggage allowance provided by Jet2 compared to other budget airlines.
Singapore Airlines was the highest-rated carrier overall with a score of 81%, leading 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 included more than 5,500 British adults who flew economy class for leisure from a UK airport in the previous year, revealed that budget airlines may not always be the cheapest option due to additional fees. Rory Boland, editor of Which? Travel, criticized Ryanair and Wizz Air for disregarding their customers’ negative experiences and highlighted that airlines including baggage and seat allocation in their fares can sometimes offer better value.