The UK’s best and worst airlines for customer service over the past year have been revealed in a new Which? survey.
It’s peak holiday season for millions of Brits nationwide at the moment, with August having just arrived and schools across the country now out for the summer, so it stands to reason that more people will be hopping on a plane in search of some sunshine than usual, and with that, airlines will have a lot more customers to keep satisfied.
But which airlines are considered to be the ‘worst’ when it comes to customer service?
Well, in a bid to get to the bottom of this, Which? decided to run one of its annual surveys to see “where customer service is going wrong” – and, on the flip side, where it’s going right – and find out who the worst offenders are.
The leading consumer group asked more than 1,000 adult passengers who had travelled with and contacted a major UK airline in the last year about their experiences of customer service, and asked them a series of questions to answer with ratings based on how satisfied or dissatisfied they were with that experience.
Which? also used undercover researchers posing as customers to contact some of the UK’s most popular airlines, as well as those that previously rated poorly for customer service or rated poorly overall in its recent surveys, during the busy Easter break earlier this year.
British Airways, easyJet, Jet2, KLM, Tui, Ryanair, Vueling, and Wizz Air were the airlines contacted.
Unfortunately, it was Wizz Air that claimed the not-so-coveted top spot on the 2024 list, with fellow budget airline Ryanair following close behind in second.
A table of results showing the UK’s worst airlines for ‘overall customer service’ in 2024 / Credit: Which?
Wizz Air received the lowest scores with only +13 satisfaction rating for ‘overall customer service’, which is 39 points behind the sector average of +52, while Ryanair also performed poorly and sits at nearly half the sector average with a mere +28.
British Airways was the only other airline to perform below average for ‘overall customer service’, sitting third-from-bottom of the table with a score of +46, which is 6 points below the average.
While Which? says its latest survey findings go some way to suggesting there may be some underlying issues affecting airlines’ customer service that needs to be addressed, and that improving these should be a “priority to regain customer trust and satisfaction” for the airlines found to be the worst offender, it’s not all doom and gloom.
That’s because, on the positive side, Jet2 achieved the highest satisfaction scores across nearly all categories – including ‘overall customer service’.
The only exception for Jet2 was the question ‘how well my issue/query was resolved’, where Emirates instead claimed the top spot here, with a rating of +81.
Manchester’s ‘busiest’ road Mancunian Way to close for resurfacing
Emily Sergeant
Mancunian Way is set to close for resurfacing works next month.
As Manchester City Council looks to ‘improve’ what is, by far, one of Manchester’s busiest and most-used roads, given the fact it is the main thoroughfare in and out of the city centre, it has been confirmed that Mancunian Way is due to undergo crucial resurfacing works.
With an estimated 15 million journeys taken along this road annually, the Council says it’s vital that necessary maintenance is carried out to keep traffic flowing.
As a result, plans are now in place to resurface Mancunian Way overnight during a four-week period, beginning from next Monday (3 March)
The resurfacing work will be split into two sections, starting with the eastbound carriageway from River Street to Fairfield Street, before moving on to the westbound lane from Fairfield Street to Upper Brook Street.
Work along the eastbound section – in the direction of Ashton Old Road – will run between Monday 3 March to Friday 14 March, with the operating hours being between 7pm and 5am, during which the carriageway will be fully closed, while the westbound carriage in the direction of Regent Road will take place overnight between Monday 17 March until Friday 28 March, with closures at the same time.
Manchester’s ‘busiest’ road Mancunian Way will be close for resurfacing next month / Credit: Pixabay
Due to events taking place during this period of works, slightly later road closures will be in place from 7:30pm on the 7, 10 and 14 of March during the eastbound section, and on 19 March during the westbound secion.
No work will take place Europa League fixture dates, or on Saturday or Sunday nights either.
“These works are taking place overnight to mitigate any potential disruption,” explained Councillor Tracey Rawlins, who is the Executive Member for Clean Air, Environment and Transport at Manchester City Council.
“But as always, we would encourage people to plan their journeys ahead of time and allow more time to travel if they need to go via the Mancunian Way.”
Signed diversions will be in place during the course of the works, and details of this can be found on the Council’s dedicated webpage here.
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Travel & Tourism
Life-saving defibrillators to be installed on dozens of trains travelling through Greater Manchester
Emily Sergeant
Life-saving defibrillators are set to be installed on dozens of trains travelling through Greater Manchester.
Rail operator TransPennine Express (TPE) has started work to install the units on all 51 of its Class 185 trains over the next two months, and can be used by both staff and passengers if someone goes into cardiac arrest.
The defibrillators will be fitted by technology company Siemens Mobility, and will be located in an emergency equipment cupboard in the middle of the train.
Every defibrillator being installed on the trains has step-by-step, spoken word instructions built in to them, which explain how to use on someone in an emergency, so passengers and staff need not panic if they’re unsure what to do.
Computers inside the defibrillators will work to analyse a person’s heart rhythms to find out if an electric shock is needed, and if required, electrodes then automatically deliver the shock.
⚡Work has started to fit defibrillators across more than 50 TransPennine Express trains
🚆 The life-saving units will be installed on all 51 of our Class 185 trains by the end of March
The defibrillators – which are already installed on TPE’s Nova 1 trains – have been purchased from the British Heart Foundation charity, which is the biggest independent funder of heart and circulatory research in the UK.
The news that the defibrillators are being installed on trains travelling through Greater Manchester and across the UK come after it was announced back in 2023 that the machines were being installed at more than 100 Northern stations to help save people in cardiac arrest.
Speaking on the installing of the defibrillators on trains, Bushra Khan, who is the Head of Engineering at TransPennine Express, said: “Our defibrillators are a huge benefit to both our customers and the communities we serve.
“This rollout will ensure that people travelling on our services will feel safe and confident that defibrillators are available to help in the event of an emergency, potentially saving lives.”
Emily Sergeant -
1st August 2024 
