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Airline indignant with satisfaction survey that put it last

December 18, 2017 Headline News 2 Comments Email Email

A large, safe and popular international airline has come last in a passenger satisfaction survey – and it isn’t at all happy with the result.

Ryanair, Europe’s safest and most popular airline – and one of the world’s largest in terms of passengers carried internationally – has come joint last in a survey of passenger satisfaction conducted by the British consumer magazine Which? – the British equivalent of CHOICE in Australia.

According to the Independent, Which? rated Ryanair the lowest out of 20 airlines. The Irish cut-price carrier came joint last with Vueling of Spain, owned by IAG and thus a sister airline to British Airways.

Top of the passenger satisfaction survey was the little-known airline, Aurigny, a tiny carrier which operates in the Channel Islands. Aurigny made international headlines recently when revealed it is considering fitting its cabin crew with body-cameras, as used by police in many US cities, to gather evidence and to counter passengers’ own filming of staff. See: Camera call over in-flight sex-assaults and disruption

The Which? survey involved 11,625 “member experiences”. According to The Independent, it examined issues ranging from food and beverage, seat comfort and overall value for money. It also analysed Civil Aviation Authority punctuality data.

The rating for Ryanair was based on the assessments of 1117 passengers. The survey was conducted in September and October 2017, when Ryanair happened to be in the middle of a mass cancellation caused by a major pilot-rostering blunder.

Ryanair told the Independent it considered the Which? Report “unrepresentative and worthless”. The airline’s marketing director, Kenny Jacobs, said: “This ‘Which?’ Survey doesn’t reflect real passenger choices. Real customers cannot get enough of Ryanair’s low fares.”

The best of the bigger carriers were Jet2 and Norwegian. British Airways scored only marginally better than Ryanair and Vueling, coming 18th of the 20 short-haul airlines. It was third from last in the long-haul table, ahead of US carriers American and United. United came last and it was the only airline in the survey to score no more than two stars out of five in any category.

Singapore Airlines was the top-rated long-haul carrier, beating Emirates, Qatar Airways and Cathay Pacific.

Written by Peter Needham

Currently there are "2 comments" on this Article:

  1. Future.Travel says:

    Ok…. so that is the story… where is the link to the report in the Magazine?

  2. Peter Needham says:

    The link was not available at time of writing but is now. There’s a report here:
    https://www.which.co.uk/news/2017/12/the-best-and-worst-airlines-2017/
    and here:
    https://www.which.co.uk/reviews/airlines-and-airports/article/airlines/best-and-worst-airlines
    though you need to subscribe for full access to names of carriers.

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