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.
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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.
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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.
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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.
You can live out your cowboy dreams on this northern wagon staycation
Thomas Melia
There’s a staycation in Yorkshire that’s perfect if you were one of those kids obsessed with cowboy hats, horses, and yelling ‘YEEHAW’ in your parents’ faces.
We all know that Haworth is home to some fantastic food, breathtaking views, and fascinating history – and is now housing a 19th century style wagon.
Called Pondenrosa, the American-style covered wagon sleeps two with a king-sized bed and a campfire, making it a great opportunity for couples to trial out glamping together.
This old-timey staycation isn’t stripped back all the way to the days of the Wild West as guests will be provided with a luxury that cowboys never had – an electric blanket.
You can even try your hand at campfire cooking with the retreat offering some complimentary beans to warm your soul.
If you’re no good at cooking or just want someone else to do it for you, Haworth’s main street is only a five minute drive away hosting some proper pub grub to delight your taste buds with.
There’s even a pub called the Wuthering Heights within walking distance a nod to the area’s connection to the Brontes.
You can live out your cowboy dreams on this northern wagon staycation / Credit: Canopy and Stars
After treating yourself to the best home-comfort meals in town, why not stroll along the cobbled street and pop into some local vendors supplying everything from sweets, chocolates and intricate handmade gifts.
It’s not surprising that this cosy West Yorkshire village is inheriting another piece of history, after all it was once the residence of literary greats the Brontës who took great pride in the natural landscape.
It’s not only literary works that Haworth is esteemed for, this small village is bustling with lots of arts and culture with BBC’s ‘Peaky Blinders’ and Channel 5’s ‘All Creature’s Great & Small’ filmed in the Yorkshire dales.
For any keen-eyed music fans, Pink Floyd filmed parts of their 1982 movie musical ‘The Wall’ in Haworth and the surrounding areas such as Keighley – only a 14 minute drive away.
Pondenrosa is a staycation in Yorkshire where you can stay overnight in a wagon / Credit: Canopy and Stars
You’re also only a short trip away from beautiful Hebden Bridge.
However you and the cowboys will have one thing in common – no phone signal, giving you a chance to fully unwind. Sometimes we all need a little digital detox.
So whether you want a chilled holiday or one packed full of mini adventures, why not do it in style… cowboy style.
Stays at Pondenrosa start from just £95 a night, and you can find out more and book your trip here.
Featured Image – Canopy and Stars
Travel & Tourism
You can take your dog to loads of staycation spots for FREE with this limited-time offer
Emily Sergeant
A dog is a human’s best friend, and what better way to have your companion on holiday with you than for free.
Want to go on holiday but always too soft to say no to those puppy-dog eyes? Well look no further, because Hoseasons has found you the perfect solution.
Keswick Lodge Retreat, which is situated in the heart of the Lake District, is home to lots of green spaces and walking routes, making it ideal for animal lovers and the perfect getaway for families with dogs, especially as it’s now one of the locations where Hoseasons is offering furry friends the chance to come along for free.
This Hoseasons park has dozens of lodges taking part in this doggy deal, and plenty of these plots even have a hot tub.
This means you can treat yourself to a spa day with an on-site bath, sauna and a relaxation room – and, of course, there’s a dog wash room too.
You can take your dog to loads of staycation spots for free with this limited-time offer / Credit: Supplied
If you book your next staycation between 3 September and 30 September for a holiday ranging from 6 September 2024 to 31 March 2025, you can bring your dog along for no extra cost (at selected locations).
Looking to go elsewhere though? Luckily, there are over 300 participating Hoseasons sites offering free dog places, meaning your furry friend won’t miss out on any of the fun.
Dogs are always welcome at Hoseasons sites. Whether it’s a lodge, park, or cottage getaway you’re looking for, there are more than 12,000 holiday spots that are dog-friendly, so you can take on the world together.
If you’re after some time without the family pet, the holiday company also has everything you need, as there are plenty of spots to choose from across the country with over 30,000 retreats and destinations in England, Scotland, and Wales.
So go on all you dog parents, why not treat your children and your four-legged children to a holiday that won’t break the bank?
Emily Sergeant -
1st August 2024 
