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.
Adventurous cat caught taking a train from Yorkshire to Manchester Airport
Daisy Jackson
Train conductors have reunited an adventurous senior cat with her owners after she was caught taking a train all the way to Manchester Airport.
15-year-old Angel was discovered on board an hour-long TransPennine Express service from West Yorkshire to the airport.
The black-and-white moggy had been strolling along the train making friends with passengers on board, following conductor Will Saunders through the carriages.
It turns out Angel is something of a local legend in Brighouse, and has been caught riding rail replacement buses in the past too, as well as making herself at home in the local pub.
On this occasion, she fancied herself a little holiday and hopped on board the 3.55am service from Brighouse to Manchester Airport.
Will kept a close eye on the gorgeous cat all the way to Manchester Airport, where they settled her into a cardboard box at the station.
Will then took Angel home to Stockport for the night to keep her safe, later discovering a phone number on Angel’s collar.
He and his partner then drove Angel all the way back home to Brighouse.
Will Saunders, conductor at TPE, said: “As a cat lover myself, I couldn’t leave her to fend for herself. She was so calm and confident on the train – it was like she’d done it before!
“I’m just glad we could keep her safe and get her back home. She’s clearly a much-loved cat.”
Andrew McClements, Customer Experience & Transformation Director at TPE, added: “Our teams are used to helping customers reach their destinations, but this was definitely one of our more unusual passengers.
“We’re just glad we could make sure this adventurous feline made it home safely.”
Now back where she belongs, Angel’s tale shows that even the most curious traveller can count on TPE to help them land on their paws.
The three-day Switzerland train pass that costs less than a journey from Manchester to London
Daisy Jackson
Switzerland has the most famous landscapes in the entire world – and there’s a three-day travel pass you can use to explore that costs less than the train from Manchester to London.
Whether it’s a view of the Matterhorn and the Swiss Alps, cruising past lakes, or zipping around cities Geneva or Zurich, there’s a single ticket that can do it all.
And (slightly depressingly) it costs less than a peak train ticket between Manchester and London, for three days of unlimited travel around an entire country. Sigh.
The Swiss Travel Pass includes rides on the world-famous Glacier Express panoramic train, which weaves through the mountains of the Swiss Alps between Zermatt and St Moritz.
It also gets passengers unlimited travel on other panoramic train journeys like the Bernina Express and Gotthard Panorama Express.
As well as all that train travel, the Swiss Travel Pass includes buses, boats, cable cars and public transport in more than 90 cities.
AND, gets you into 500 different museums.
The three-day Swiss Travel Pass costs less than a journey from Manchester to London. Credit: Unsplash, Victor He
While Switzerland is one of the most expensive countries in Europe to visit, you can’t argue with the price of the Swiss Travel Pass – just £243.20 for unlimited journeys over three days.
Again – an on-peak train return to London from Manchester costs £386.00…
If three days isn’t enough, there are also Swiss Travel Passes that run for four, six, eight or even 15 consecutive days.
The Swiss Travel Pass is a rail pass that lets you travel around Switzerland as much as you want by train, bus and boat for a set amount of travel days.
You can use a Swiss Travel Pass if you’re a tourist and permanently reside outside Switzerland and the Principality of Liechtenstein.
Emily Sergeant -
1st August 2024 
