Singapore Airlines tops global rankings as complaints mount over short-haul services
5332 Mins Read
Low-cost carriers Ryanair and Wizz Air have rejected the results of a consumer survey that placed them among the lowest-rated airlines for customer satisfaction in the UK and beyond.
The survey, conducted by consumer group Which? and based on feedback from more than 5,500 travellers, ranked Ryanair as the worst short-haul airline, with a satisfaction score of just 55%.
Wizz Air followed closely with 59%. Passengers criticised both carriers for extra charges, uncomfortable seating, delays, and poor communication. More than a third of Ryanair travellers reported that something had gone wrong during their journey. One Ryanair passenger commented: “It is billed as a budget airline but they make money from extras which far outweigh price savings.” A Wizz Air customer described the airline as “consistently terrible and overpriced.”
Both carriers dismissed the survey’s findings. Ryanair branded the results as “fake” and said its 208 million annual passengers illustrate widespread confidence in its services. Wizz Air noted that the survey sample represented just 0.002% of the 12 million passengers it carried last year, arguing it was not statistically representative.
Other short-haul carriers performing poorly included Turkish Airlines (66%), Loganair (65%), and Vueling Airlines (63%). Loganair’s CEO, Luke Farajallah, defended the airline, highlighting its extensive regional network and commitment to punctuality and reliable connections.
At the positive end of the spectrum, Jet2 led UK short-haul airlines with a score of 76%, praised by passengers for its reliability. Aer Lingus scored 65%, with criticism focused on seat comfort and cabin environment. Globally, Singapore Airlines topped the survey with 81%, lauded for its cabin experience and customer service.
Several major US carriers also ranked lower, including Delta (70%), American Airlines (69%), and United Airlines (68%).
The survey underscores ongoing tensions between passenger expectations, particularly on low-cost routes, and how airlines present and defend their service performance.
