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.
Rules around booking driving tests in UK change from today to make system ‘fairer’
Emily Sergeant
The rules around booking driving tests in the UK are officially set to change from today in a bid to make the system ‘fairer’.
The Driver and Vehicle Standards Agency (DVSA) has now introduced new rules for car driving test bookings, putting learners ‘firmly in control’ of their own booking, as it is now against the law for third parties – including unofficial test booking and cancellation finder services, as well as driving instructors – to make bookings for someone else.
It will also be a breach of DVSA’s terms and conditions for the booking service for third parties to change, swap, or cancel a driving test for someone else.
Learners should only ever pay the official DVSA fee – which is £62 on weekdays and £75 on evenings, weekends and bank holidays.
The Government says the new rules aim to make booking driving tests ‘fairer’ for learner drivers.
While driving instructors will no longer be able to book tests on behalf of of learners, they will still be able to advise learners on when they are ready to take a test, as well as set their available times to prevent learners from booking tests at times that do not work for them.
Following on from changes to test alterations which were introduced at the end of March, from 9 June 2026, further restrictions will come into force limiting learners to moving their test only to one of the three nearest driving test centres.
The DVSA has also pledged to continue increasing driving examiner capacity to help provide more tests for learners to book.
“Our priority is to stop learners being exploited by third parties, put them in control of their driving test, and make the process fairer by clamping down on businesses that resell tests at inflated prices,” commented Beverley Warmington, who is the DVSA Chief Executive.
“These new measures help bring a halt to a system where the use of bots and third parties increases the amount some learners pay for a test and blocks test availability for many others.
“These measures will help free up appointments for genuine learners who are ready to take their test.”
Featured Image – Pxfuel
Travel & Tourism
What it’s like to stay in Manchester’s surprisingly affordable new mid-century hotel, Mollie’s
Daisy Jackson
There’s a fine line between ‘tastefully retro’ and ‘your nan’s spare room’, but the city’s newest hotel – Mollie’s Manchester – lands firmly in the former.
Designed by the same team behind Soho House, this (surprisingly affordable) mid-century hotel feels like stepping into the 1950s… if the 1950s had Pelotons and Dyson Airwraps in the wardrobes and enough aesthetic lighting to make everyone look faintly famous.
Whether you’re booking the classic rooms, usually priced from £109, or the huge suites, you can expect the same level of design detail.
Think terrazzo tiles, teak panelling, sage greens, burnt oranges, and interesting textures on every sittable surface.
And unlike some hotels that punish you for booking the ‘basic’ room by giving you a view of an air conditioning unit and a kettle balanced on a luggage rack, every room type at Mollie’s feels far more premium than the actual price tag.
For our stay, we were welcomed with batched cocktails and a mini fridge filled with treats like canned wine (which feels deeply respectful of modern traveller needs), plus a Grind coffee machine, fluffy robes, giant TVs, rainfall showers, and Cowshed toiletries.
If you end up on the better side of the hotel, you’ll have views of the city skyline from your bed, your sofa, or your bath.
Design details in a Mollie’s Manchester roomGrind coffee machine in the roomA Dyson Airwrap in the wardrobe of a studio roomAnd an actual Peloton bike in your room, tooThe beautiful bedroomA bunk room at Mollie’s Motel ManchesterViews from your bedA Mollie’s Motel suite
There are bunk rooms you can book too, where up to four people can climb into stylish wooden sleep pods, so cool I’m immediately planning a girls’ night out where someone can hand me a martini as I climb into a luxury bunk bed.
Downstairs in Mollie’s, which has taken over the former Granada Studios, you’ll find a cocktail bar that seems to pay homage to the building’s history.
Studio IV has vintage TV screens above the bar, music performances and DJs on stage, and cocktails inspired live music you can enjoy from a loungey vintage-patterned sofa.
Breakfast at Mollie’s ManchesterCocktails in Studio IVMollie’s Diner is open nowBurgers and fried chicken at Mollie’s DinerStudio IV cocktail barInside Mollie’s Motel & Diner Manchester
Then there’s Mollie’s Diner, which fully commits to recreating 1950s Americana. Inspired by a vintage Cadillac, the interiors are all deep burgundy leather booths, glowing globe lights, and polished chrome details.
The menu is exactly what you want from a diner like this: thick milkshakes, burgers, steaks, and fried chicken in the evenings; waffles, French toast, eggs any style in the mornings.
Mollie’s Manchester may be inspired by the Golden Age of Hollywood – but it’s heralding in a new Golden Age of hotel for Manchester too.
Emily Sergeant -
1st August 2024 
