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A British airline has been named as the “best” in 2024 by Which? but travellers have been told to “avoid” another.
Passengers told the consumer champion about more than 10,000 flights to rate British Airways, easyJet, Ryanair, Tui, Jet2 and other carriers to decide which airline trumps all others.
Of 22 airlines, British carrier Jet2 came out on top, impressively receiving five stars for customer service.
It was also given a customer score (combining overall satisfaction and likelihood to recommend the airline) of 81 per cent – the highest of the bunch.
‘Jet2 has gone from strength to strength in recent years’
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Answering “why Jet2 is the best airline”, Which? said: “Regularly rated the UK’s best airline by passengers in our survey, Jet2 has gone from strength to strength in recent years.
“Its five-star rating for customer service is exceptional for any airline, but especially one that’s competing with easyJet and Ryanair on budget holiday routes. Passengers said the cabins were clean and well maintained and boarding was well organised.
“People who fly with it rarely have problems – 80 per cent said they had no problems at all – and when they do it’s usually sorted out with friendly efficiency.
“It might not always have the cheapest headline fares, but your ticket includes a decent-sized cabin bag (unlike easyJet and Ryanair) and passengers gave it a four-star value for money rating.”
On the other end of the spectrum, Wizz Air was awarded last place. For customer service, Wizz Air was given one star, and its customer score was 44 per cent.
Best to worst short-haul economy airlines according to customer score
‘Incredibly, 44 per cent of passengers reported having some kind of problem’
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Answering “why Jet2 is the worst airline”, Which? said: “Wizz Air had a terrible 2022, with thousands of customers going to court for unpaid expenses and compensation.
“Bailiffs continued to turn up at its Luton Airport office well into 2023. The Civil Aviation Authority (CAA) even launched enforcement action against it in July 2023 after ‘serious concerns’ over high numbers of complaints and ‘failure to meet passenger rights obligations’.
“Since then passengers have been repaid £1.24million in outstanding expenses refunds and the CAA has declared itself satisfied, but our survey suggests that Wizz Air is still best avoided.
“It’s the lowest-scoring airline, with one star for customer service and seat comfort and a customer score lower than Ryanair.
“Incredibly, 44 per cent of passengers reported having some kind of problem – more than any other airline in our survey.
“High prices for luggage also mean that it’s not even that cheap for anybody taking a small case on board, which is surely most holidaymakers.”
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