In a recent survey conducted by Which?, British Airways, the UK’s flag carrier airline, has found itself among the worst performers for customer satisfaction, particularly in long-haul flights.
According to the survey, British Airways received a customer score of 59% for its long-haul flights, ranking it joint third lowest out of 17 airlines analyzed. The airline garnered just two stars out of five for boarding experience and value for money, while achieving three stars for the remaining six categories assessed. For short-haul flights, British Airways’ customer satisfaction score stood at 56%, placing it as the fifth lowest among 22 airlines surveyed.
Conversely, Singapore Airlines emerged as the top performer for long-haul flights with an impressive customer satisfaction score of 83%, while Jet2.com claimed the top spot for short-haul flights with a score of 81%.
Among the other airlines rated poorly for long-haul flights were Lufthansa, Air Canada, and American Airlines, all sharing similar customer satisfaction scores with British Airways. For short-haul flights, Wizz Air ranked at the bottom for the second consecutive year with a score of 44%, followed by Ryanair, Iberia, and Vueling.
Rory Boland, editor of Which? Travel magazine, highlighted the increasing dissatisfaction among passengers, emphasizing the importance of reliable service and accessible customer support, especially considering the rising airfares.
In response to the survey findings, a British Airways spokesperson acknowledged the challenges faced by passengers and apologized for any disruptions experienced during such periods.
Meanwhile, Marion Geoffroy, UK managing director at Wizz Air, disputed the report’s representativeness and transparency, citing a small sample size of Wizz Air passengers surveyed compared to competitors.
The survey, conducted among Which? members in October last year, encompassed feedback from over 10,000 flights, with customer scores based on overall satisfaction and likelihood to recommend the airline to others.