The UK’s best and worst airlines for customer service over the past year have been revealed in a new Which? survey.
It’s peak holiday season for millions of Brits nationwide at the moment, with August having just arrived and schools across the country now out for the summer, so it stands to reason that more people will be hopping on a plane in search of some sunshine than usual, and with that, airlines will have a lot more customers to keep satisfied.
But which airlines are considered to be the ‘worst’ when it comes to customer service?
Well, in a bid to get to the bottom of this, Which? decided to run one of its annual surveys to see “where customer service is going wrong” – and, on the flip side, where it’s going right – and find out who the worst offenders are.
The leading consumer group asked more than 1,000 adult passengers who had travelled with and contacted a major UK airline in the last year about their experiences of customer service, and asked them a series of questions to answer with ratings based on how satisfied or dissatisfied they were with that experience.
Which? also used undercover researchers posing as customers to contact some of the UK’s most popular airlines, as well as those that previously rated poorly for customer service or rated poorly overall in its recent surveys, during the busy Easter break earlier this year.
British Airways, easyJet, Jet2, KLM, Tui, Ryanair, Vueling, and Wizz Air were the airlines contacted.
Unfortunately, it was Wizz Air that claimed the not-so-coveted top spot on the 2024 list, with fellow budget airline Ryanair following close behind in second.
A table of results showing the UK’s worst airlines for ‘overall customer service’ in 2024 / Credit: Which?
Wizz Air received the lowest scores with only +13 satisfaction rating for ‘overall customer service’, which is 39 points behind the sector average of +52, while Ryanair also performed poorly and sits at nearly half the sector average with a mere +28.
British Airways was the only other airline to perform below average for ‘overall customer service’, sitting third-from-bottom of the table with a score of +46, which is 6 points below the average.
While Which? says its latest survey findings go some way to suggesting there may be some underlying issues affecting airlines’ customer service that needs to be addressed, and that improving these should be a “priority to regain customer trust and satisfaction” for the airlines found to be the worst offender, it’s not all doom and gloom.
That’s because, on the positive side, Jet2 achieved the highest satisfaction scores across nearly all categories – including ‘overall customer service’.
The only exception for Jet2 was the question ‘how well my issue/query was resolved’, where Emirates instead claimed the top spot here, with a rating of +81.
18-21 year olds can now travel on Greater Manchester’s buses for half price
Emily Sergeant
18-21 year olds can now apply to travel on Greater Manchester’s bus network for half price, it has been announced.
The Bee Network says it is ‘continuing to lead the way’ when it comes to cutting the cost of public transport, with applications for half price unlimited bus travel for 18-21 year olds now open and around 150,000 young people in Greater Manchester set to benefit.
The new pass will ‘better connect’ young people to work, training, or education opportunities.
With the Greater Manchester economy found to be experiencing faster growth compared to the UK as a whole, and with making travel ‘easier, more affordable, and inclusive’ a critical part of the Bee Network’s success, Mayor Andy Burnham announced the half-price bus travel this week, alongside a raft of other improvements across the region.
Some of the other improvements the Mayor announced include more frequent buses, cheaper travel, and new round-the-clock services.
18-21 year olds can now travel on Greater Manchester’s buses for half price / Credit: TfGM
Young people can now buy a 28-day bus travelcard for just £40, which is half the price of adult fares and the equivalent of just £1.43 per day for unlimited travel on any Bee Network bus in Greater Manchester.
Transport for Greater Manchester (TfGM) says the new half-price travel is aimed at helping the thousands of young people once their 16-18 ‘Our Pass’ expires, and will support them as they move into further education or the world of work.
“Young people in Greater Manchester have been calling out for an affordable transport option for when their Our Pass expires and this new pass will give them that,” commented Fran Wilkinson, who is the Director for Customer and Growth at TfGM.
The new 18-21 Bee Bus ticket is here! 🙌
Enjoy 28 day’s of unlimited travel on #BeeNetwork buses for just £40. 🚌
Buy yours now on the Bee Network app with an 18-21 Pass ID.
“We know this is such an important time in a young person’s life as they look to go into further education or enter the world of work.
“Now as they explore the many opportunities available to them they will be able to use any Bee Network bus as much as they need to at half the price.”
Fatima Bangoura, who is the Youth Engagement Officer at Youth Leads, added: “The new 18-21 pass opens doors for those who may worry about losing that support once their Our Pass ends, making travel for training, apprenticeships, education and employment far more accessible.”
Digitalapplications for the new 18-21 Pass are now open via the Bee Network app, and you can download the app here.
Featured Image – TfGM
Travel & Tourism
Manchester Airport shares major update and new images of Terminal 3 upgrade plans
Daisy Jackson
Plans to upgrade Terminal 3 at Manchester Airport have taken a big step forward.
The passenger hub’s reputation precedes it amongst Mancs (come on, who among us hasn’t gone ‘Oh god, not Terminal 3’ when you check your travel plans?) – it’s smaller, there are less bars and restaurants, and even the Boots is tiny.
Terminal 3 has become even less favoured since Manchester Airport undertook a £1.3bn investment in Terminal 2, which is now gorgeous and packed with interesting (and local) operators.
But now work has officially begun on a multi-million pound project to revamp Terminal 3 too.
The plans were unveiled back in May, promising extra seating, a new entrance, new shops and food and drink outlets, and ultra-modern security details.
New images are now giving passengers an idea of how the revamped departures area will look – and it includes a new sports bar.
Sporting Chance will be a 469-seat bar with airfield views. The CGIs of the sports bar show gigantic table football-style characters hanging overhead, as well as screens to show sporting events.
Manchester Airport has also confirmed that the Terminal 3 will be home to a new Italian-themed restaurant called Terracotta.
Terminal 3 will be made larger by merging partly with the existing Terminal 1 building, which is set to close once Terminal 2 is complete.
CGIs of Terminal 3’s new sports bar at Manchester AirportAn Italian restaurant will also open at Terminal 3 as part of the upgrade
The first parts of the new-look terminal will open early next year.
Manchester Airport Managing director Chris Woodroofe said: “Here at Manchester Airport we’re proud to connect the North to the world and we’re always looking at how we can improve the experience we provide to our passengers.
“Our 10 year, £1.3bn project to completely transform Terminal 2 is nearly finished and we know passengers who have already used it absolutely love it.
“And now we’re able to shift our focus to Terminal 3 where work has already begun. Our plan is to take advantage of the extra space that will be afforded by the closure of Terminal 1 to really improve the experience for passengers who fly from there.
“It’s great to see the work already underway and really exciting that passengers will start to see the benefits of it from early next year.”
Emily Sergeant -
1st August 2024 
