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.
ADVERTISEMENT
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.
ADVERTISEMENT
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.
ADVERTISEMENT
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.
A new design-led hostel with rooms from £41 has opened in the Northern Quarter
Daisy Jackson
A new hostel has launched in Manchester’s Northern Quarter, with rooms starting from just £41.
The staggeringly affordable new accommodation comes from Malacuna, which already has similar sites across Spain and Portugal.
The European brand has now taken over a prime building in the Northern Quarter, just off Stevenson Square, which used to be home to Hatters Hostel.
The Hilton Street hostel features 37 rooms and 132 beds, from private rooms to shared dorms with four, six or eight beds.
These spaces at Malacuna are promising ‘design-led accommodation that doesn’t compromise on style, location or social atmosphere’.
With Manchester now attracting 2.6 million overnight visitors annually, demand for accommodation is surging – especially around major events such as Parklife festival, gigs at Co-op Live and the AO Arena, and football.
And now visitors will finally have somewhere to stay that won’t break the bank, with beds from £41 per night in one of the most sought-after corners of Manchester.
Malacuna is set directly above Wilson’s, a 200-capacity bar and restaurant, and is open now.
More Greater Manchester football matches called off as Storm Goretti sets in
Danny Jones
Yet more scheduled football matches in Greater Manchester and the surrounding regions have been postponed and/or cancelled due to Storm Goretti.
The increasingly cold, blustery and icy conditions moving over from France and across more parts of the UK have already caused schools to close, flights to be grounded, and plenty more disruption.
Another such inconvenience has come in the form of live sports, large swathes of which now look like they simply won’t be taking place.
One of the latest to be called off is Salford City‘s upcoming game against Swindon Town in the FA Cup this weekend, with various other games involving teams up and down the footballing pyramid now facing uncertainty over whether their third-round fixtures will go ahead as planned.
Ironically, this is just the tip of the iceberg, if you’ll pardon the very obvious pun.
Another game that was called off late last week, between Chadderton and FC Isle of Man, is yet to be rescheduled; the same is true of Rochdale AFC’s meeting with Brackley Town, Radcliffe v Oxford City, as well as games involving Bury, Stockport Town, Irlam, Cheadle Town, Prestwich Heys and more.
Other nearby outfits, such as Chorley, Warrington Rylands and Ramsbottom United, just to name a few, are also still unsure of when their next game will be.
In many cases, it is simply a matter of the grounds being largely or completely frozen and deemed unfit for use following pitch inspections.
Oldham Athletic – which has already been hit with plenty of snow and frost – yesterday confirmed that their Notts County clash wouldn’t be going ahead due to that very reason.
With winds of up to 90 miles per hour also being reported, yellow and even red weather warnings have been issued across various parts of the country, with people being urged to check their routes home from work by local authorities.
Storm Goretti should start calming down this evening (Fri, 9 January) and into Saturday morning, but the after-effects could still play havoc over the next few days.
For instance, over in Cheshire, Macclesfield FC are going so far as to call on nearby residents to help clear their playing surface from heavy snowfall.
So, if you’re in the area and fancy helping out, they could sure do with your help.
VOLUNTEERS REQUIRED
Macclesfield FC are once again requesting the help of the fanbase and the local community to help clear the remainder of the compacted snow from the surrounding areas of the https://t.co/fL99QEEJ4D Stadium.
Emily Sergeant -
1st August 2024 
