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.
Manchester set for its busiest weekend of the year with pop-up Park and Rides to open
Emily Sergeant
Pop-up Park and Ride facilities are set to open as Manchester prepares for what’s expected to be its busiest weekend of the year.
The festive season in the run up to Christmas always sees more people flock to the city centre than usual, but this weekend will likely be even busier than expected, as not only are Manchester Christmas Markets still in full swing, but there are also a number of gigs, live festive shows, and major sporting events coinciding with this.
So in a weekend that sees legends gigging and the Manchester Derby take place, as you would expect, thousands are predicted to flock to Manchester city centre and Etihad Campus.
Manchester Christmas Markets are in full swing and Paul McCartney will be at Co-op Live this weekend / Credit: The Manc Group | Wikimedia Commons
Because of this, Transport for Greater Manchester (TfGM) is taking action and encouraging people to dodge the likely congestion and use public transport instead where possible – with pop-up Park and Rides set to be introduced for weekend shoppers and fun-seekers who do want or need to drive.
On Saturday and Sunday, Booth Street West Car Park D (M15 6PD) – which will have 965 parking spaces available – will be free for customers travelling to the city centre by bus, and then again on Sunday, the same car park will be free for those attending Paul McCartney at Co-op Live.
Your ticket to the gig must be shown on entry, before a dedicated shuttle bus then takes you from the car park to the Etihad Campus.
Disney On Ice will be hosting four shows at AO Arena this weekend / Credit: Supplied
Shuttle buses – which are only available on the Sunday – will depart from Higher Cambridge Street and run to Co-op Live and back every 15 mins from 4pm until midnight.
Emirates Old Trafford cricket ground (Talbot Road, Stretford, M16 0PX) will also have 500 parking spaces available for Metrolink customers on Sunday, but you must show a valid pre-booked tram ticket to park there.
On Sunday [15 Dec], we’re offering free parking at Emirates Old Trafford to help relieve congestion in the city.
The Park and Ride is available to customers with a valid tram ticket purchased on the app, at a ticket machine or via contactless.
Anyone else planning to drive across the weekend may also want to consider using one of the permanent Park and Ride sites and complete their journey on foot or by public transport, and you can find more information and the locations of these sites on the Bee Network website here.
Tram capacity has been increased for the festive season, with every available tram running until 1am on Fridays and Saturdays.
The V1 and 36 bus services now also run 24 hours a day.
Other late-running buses on the Bee Network from Manchester include the 43 service to Manchester Airport, the 86 to Sale, and the 142 to East Didsbury.
Manchester Airport trains cancelled more than any other UK airport during Christmas season
Emily Sergeant
Manchester Airport sees more trains cancelled during the Christmas season than any other UK airport, a new study has revealed.
We’re certainly no stranger to a train cancellation or prolonged delay here in the North West, and train services to and from our region’s airport – which is the third busiest airport in the UK, and the largest outside of London – tend to be among the most cancelled of them.
But now, a new study by Arriva has found that Manchester Airport trains are as unreliable as we think… in fact, the most unreliable in the country.
As Christmas fast approaches, many people will be set to make some important journeys to visit family abroad, or to just escape cold weather, but due to transport prices increasing and regular cancellations occurring, it’s been found that more than half (51%) of Brits suffer from travel nerves, which is why knowing the most effective route to your nearest major airport matters.
Transport company Arriva has conducted a new study revealing the most efficient and cost-effective airport transport method this December for the five largest airports in the UK.
A new study has found that trains to Manchester Airport are cancelled more than any other UK airport during the Christmas season / Credit: Ivan Shimko (via Unsplash)
And you can probably guess the train isn’t one of them.
According to the study, Manchester Airport experienced a total of 626 train cancellations last December in 2023, with Northern Rail services accounting for the majority of them with 492 services failing to turn up – making our region’s airport number one on the list nationwide.
5pm to 9pm was also found to be the worst time to travel by train to Manchester Airport during the last festive season, with 169 cancellations.
Top 5 UK airports with the most Christmas train cancellations
Manchester Airport – 626
Heathrow Airport – 220
Luton Airport – 135
London Stansted Airport – 76
Gatwick Airport – 18
Heathrow Airport follows in second place with 220 cancellations in December 2023, while Luton Airport ranks in third with 135 cancellations, and the 6am to 11am timeframe found to be the worst time to travel with 39 cancellations.
While travelling to the airport is often dictated by the time of your flight, this new research has also ranked the best and worst times of day to travel, depending on the number of train cancellations.
It was found that midday between 11am and 2pm was the best time to travel, with only 167 cancellations in comparison to the 245 cancellations experienced between 5-9pm which is the worst.
Emily Sergeant -
1st August 2024 
