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.
The beautiful Lake District bluebells display that’s being ‘loved to death’
Daisy Jackson
People are beginning to flock back to the Lake District for one of the season’s most beautiful spectacles – the arrival of the bluebells.
These pretty flowers are beginning to blanket parts of the national park in blue and purple blooms.
They’re incredibly rare flowers with around than half of the world’s bluebells found here in the UK, and can take around five to seven years to develop from seed to flower.
Which is why it’s actually against the law to intentionally pick, uproot or destroy bluebells.
The National Trust has also again stressed that people should resist the urge to step into the fields of bluebells – once they’re trampled, they can take years to recover.
One particular hotspot to see these incredible flowers is Rannerdale Knotts in the Lake District, where thousands of these wildflowers pop up between late April and mid-May.
While most bluebells flower in woodland areas, this particular patch covers open fellside – they bloom a bit later than other areas in the UK and mid-May is the perfect time to see them in full bloom.
Rannerdale Knotts is a short distance from the village of Buttermere, and the bluebell field can be accessed by a gentle walk from Buttermere National Trust car park.
However, these flowers are at risk of being ‘loved to death’, the National Trust has warned.
They say: “Rannerdale’s bluebells are renowned as a natural wonder, beloved of visitors and photographers; however, they are being ‘loved to death’.
“Once the plants are damaged by trampling they can’t photosynthesise enough energy and it can take them years to recover. Over the last 5 years, nearly 25% of the bluebells have been lost.
“To save the bluebells, and access to them, the National Trust are asking visitors to fight the urge to get in amongst the flowers and just simply stick to the path. Only by protecting them today can we ensure everyone has a chance to enjoy this special spring display in the future.”
Several locals have echoed this on social media, with one person saying: “As a local we love to share our landscape with visitors but please remember to maintain its natural beauty. So many people trample on them to get the perfect insta shot.”
Green light given for new train station in Greater Manchester town without one for 60 years
Emily Sergeant
The green light has been given to build a new train station in a Greater Manchester town that’s been without one for 60 years.
It’s been a whopping six decades, but the residents of Golborne will soon be able to hop on a train out of there, and that’s because a planning application to connect the Greater Manchester town, in the Wigan borough, that was submitted back in November of last year has been approved by Wigan Council.
This means connectivity is finally one step closer to becoming reality.
Plans to deliver a new £32m train station in Golborne have reached a milestone moment. 🚅@WiganCouncil has given the green light to the planning application for the station and #TfGM have appointed a local company to design it.
In case you didn’t know, Golborne currently has no direct bus, train, or tram services to Manchester, while the wider area is the largest and most-populous area in Greater Manchester not connected to the rail network.
The application includes plans for a new accessible two-platform rail station, including step-free access throughout with a footbridge across the tracks and lifts to both platforms, a new hourly service between Wigan and Manchester Victoria, and onwards to Stalybridge, an improved town centre car park, and also new walking and cycling links to the town centre.
According to Transport for Greater Manchester (TfGM), the Golborne station scheme forms part of a wider ambition to bring eight commuter lines into the Bee Network by 2028 – of which ‘significant investment’ has been put into.
A CGI image showing an aerial view of the proposed Golborne train station / Credit: TfGM
The planning approval milestone will also help to boost access to jobs and opportunities for people both in the town and in the wider Wigan borough.
Now that plans have been approved, this means TfGM, Greater Manchester Combined Authority (GMCA) and Wigan Council, working with Government, will now develop a full business case and detailed design throughout this year.
To deliver this work, TfGM has appointed Golborne-based engineering firm Murphy to develop the final station designs.
Subject to approval from the Government, work to make the Golborne station vision finally become a reality will begin in 2026, and it’s hoped that the first trains will stop there in 2027.
Emily Sergeant -
1st August 2024 
