British Airways has been named the worst long-haul airline, dropping to the bottom of the rankings for customers in a new airline satisfaction survey.
An annual traveller experience survey by Which? ranked airlines based on punctuality, customer service, seat comfort and value for money, among other categories.
British Airways, the UK’s flag carrier airline, scored 62 per cent with just two stars out of five across several categories, including value for money, seat comfort and cabin environment.
The consumer group surveyed 7,828 travellers on 9,325 flights between November and December 2024, along with airline delay and cancellation data from the Civil Aviation Authority (CAA) to compile the ranking.
According to CAA data, BA also had high levels of last-minute cancellations – around two per cent of flights cancelled within 24 hours of departure.
Joanne Anderson, one of the Which? case studies, said she had battled to get a refund for a cancelled flight from “dreadful” BA. After bad weather saw the 76-year-old’s return flight from Belfast to Exeter last November cancelled, Ms Anderson booked alternative flights and requested a refund for the £237.28 she had paid, which took nine weeks to arrive.
A spokesperson for British Airways called the Which? research “entirely at odds with comments from the hundreds of thousands of customers”.
They added: “This is also reflected in a recent independent study from Newsweek, which surveyed 17,000 people who voted us their Most Trusted Airline Brand.”
Of the 19 long-haul airlines surveyed, Air Canada (62 per cent) joined BA in last place with several two-star scores.
Ranked first in the same survey was Singapore Airlines (81 per cent), which scored five out of five stars in most categories, followed by Etihad with a 78 per cent score.
Irish budget airline Ryanair finished bottom of the short-haul table with a satisfaction score of just 49 per cent.
Which? travellers gave the airline only one star for food and drink, seat comfort and boarding and complained that the company “did nothing at all during delays”.
According to Which?, one Ryanair passenger said: “I would rather the price was higher but not have to pay to take on a cabin bag.”
A spokesperson for the airline replied: “Ryanair this year will carry 200m passengers… not one of our 200m…
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