Belfast Telegraph

Home News UK

BA and Ryanair at bottom of airline satisfaction survey

The customer score for BA dropped by 15 percentage points in a year, research by Which? showed.

British Airways has slumped to third from bottom in an annual survey of short-haul airlines.

The carrier achieved a customer score of just 52% in research by consumer group Which?, down from 67% in 2016.

In a year when BA ended free catering for economy passengers on short-haul flights, the airline was given just two stars for its food and drink.

bpanews_b10dee7c-f30b-4252-81fb-ce0c883ff5da_embedded1098115
(PA Graphics)

The same poor rating was given for seat comfort and value for money.

Ryanair came in joint last place with Vueling – owned by BA’s parent company IAG – with a customer score of 45%.

BA was also rated the third worst long-haul carrier, behind the likes of TUI Airways and Thomas Cook for the first time.

Its customer score dropped from 60% in 2016 to 50%.

bpanews_b10dee7c-f30b-4252-81fb-ce0c883ff5da_embedded1097670
Ryanair came in joint last place with Vueling with a customer score of 45% (Danny Lawson/PA)

Some 75,000 BA passengers had their flights cancelled following an IT failure during a bank holiday weekend in May.

United Airlines was ranked the worst long-haul airline (39%) followed by American Airlines (46%).

Neither airline scored more than two stars for anything other than cabin environment.

Which? travel editor Rory Boland said: “Passengers are telling us that there are many different ways to be a great airline but providing great service at an acceptable price is a must have.

“BA’s poor customer satisfaction shows it clearly needs to step up its game in a year that has been beset with problems.

“From the food and drink on offer, to the poor value for money of the journey itself, the airline has a lot of work to do to improve the experience that passengers associate with the airline.”

bpanews_b10dee7c-f30b-4252-81fb-ce0c883ff5da_embedded1097680
Singapore Airlines was ranked number one for long-haul flights for the second year running (Steve Parsons/PA)

The research was based on responses from 11,625 passengers who had flown from the UK.

Customer scores are a combination of overall satisfaction and the likelihood of recommending the airline to a friend.

A BA spokesman said: “British Airways is a premium airline committed to customer choice.

“We offer customers the biggest network from London’s most central airports, a loyalty programme with huge benefits and the best punctuality record of the three big short-haul operators from the capital.

“We also give our growing numbers of customers a wide choice of fares and services.”

Top spot in the short-haul table went to Aurigny Air Services (80%), with the Channel Islands carrier gaining four stars from passengers for its boarding process, cabin environment and customer service.

Singapore Airlines (88%) was ranked number one for long-haul flights for the second year running and received full marks in several categories.

Popular

From Belfast Telegraph