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.
Chester Zoo named one of England’s most popular tourist attractions with 1.9m visitors
Emily Sergeant
Congratulations are in order, yet again, for Chester Zoo… as this time it’s been named one of England’s most popular attractions.
Merely months after being named the UK’s best zoo for the second year running, thanks to receiving more than 11,000 ‘excellent’ reviews from TripAdvisor, Chester Zoo has now got itself another prestigious title, as a major VisitEngland (VE) report has ranked it the third most-visited ‘paid for’ attraction in England – and the most visited outside of London.
The national tourist board for England gathered information from a total of 1,373 attractions across the country, and ranked the UK’s biggest charity zoo as the third overall in terms of popularity, with a whopping 1.9 million visitors in 2024 alone.
The Tower of London took top spot with 2.9 million visitors, while the Royal Botanic Gardens at Kew was second place with 2.3 million visitors.
When it comes to free attractions, on the other hand, it wad the British Museum that claimed the top spot with 6.5 million visitors, while the Natural History Museum (5.9 million visitors) took second place, and the Tate Modern (4.6 million visitors) got third.
So as you can see, the south and London in particular is a pretty dominating force in England’s tourism industry – which is why it’s even more impressive to see Chester Zoo ranked so highly.
The new VE title also comes after the zoo was recently given £4 million of lottery funding to help ‘transform’ the local environment and restore wildlife habitats across the Cheshire and wider North West region.
Not only that, but if course follows Chester Zoo’s unveiling of its new immersive experience named Heart of Africa, which is the the largest zoo habitat ever created in the UK and is home to 57 iconic African species.
Chester Zoo has been named one of England’s most popular tourist attractions with 1.9m visitors / Credit: Chester Zoo
“As a major international wildlife charity, everything we do is focused on supporting global conservation,” commented Chester Zoo’s Commercial Director, Dom Strange.
“Whether it’s caring for highly-threatened animals and plants, making scientific discoveries, influencing Government environmental policies, impacting the National Curriculum to better connect young people with nature, or our conservation efforts in around 20 countries, we’re fully committed to protecting endangered species for the future.
“But none of this would be possible without our visitors.
“Every person who comes to the zoo for a fun and inspiring day out is helping to fund our vital work, so we want to say a heartfelt thank you to everyone who has supported us and helped us to rank so highly in VisitEngland’s latest report.”
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Travel & Tourism
Ryanair introduces immediate £500 fines for ‘unruly’ passengers
Emily Sergeant
Ryanair is majorly clamping-down on passenger conduct by introducing a new immediate fining system.
In a bid to get onboard conduct to an acceptable level, Europe’s largest budget airline has today confirmed (12 June) that it has introduced a £500 fine for disruptive passengers whose unruly behaviour results in them being offloaded from the aircraft.
The airline – which prides itself on being one of the most ‘punctual’ in the continent – says passengers expect to travel in a ‘comfortable and stress-free environment’ that’s free from ‘unnecessary disruption’ caused by a tiny number of people travelling onboard the aircraft at the same time as them.
Ryanair has introduced immediate £500 fines for ‘unruly’ passengers / Credit: Wikimedia Commons
While it’s no secret that passenger disruption is a problem that’s increasingly affecting the airline industry as a whole, Ryanair says it’s ‘committed’ to tackling unruly behaviour for the benefit of its passengers and crew.
The company intends to continue to pursue disruptive passengers for civil damages, but at a minimum, they will now be issued with a £500 fine immediately.
“It is unacceptable that passengers are made suffer unnecessary disruption because of one unruly passenger’s behaviour,” a Ryanair spokesperson commented as the fines were announced today.
The airline says it’s committed to tackling this for the benefit of its passengers and crew / Credit: Pxhere
“To help ensure that our passengers and crew travel in a comfortable and stress-free environment, without unnecessary disruption caused by a tiny number of unruly passengers, we have introduced a £500 fine, which will be issued to any passengers offloaded from aircraft as a result of their misconduct.
“While these are isolated events which happen across all airlines, disruptive behaviour in such a confined shared space is unacceptable.
Emily Sergeant -
1st August 2024 
