British Airways, Ryanair and Vueling have landed bottom of an annual short-haul airline survey conducted by consumer champion Which?
BA has slumped to third from bottom of the table, achieving a customer score of just 52%. It was ranked mid-table the previous year, with a customer score of 67%.
Passengers gave the airline’s food and drink just two stars. The same poor rating was given for seat comfort and value for money when flying short-haul.
Ryanair, which faced enforcement action from the Civil Aviation Authority after failing to properly inform people of their rights following the cancellation of thousands of flights earlier this year, came in joint last place with BA’s Spanish sister carrier Vueling with a customer score of just 45%, scoring just one star from passengers for seat comfort.
At the top end of the table, Jet2.com (76%) and Norwegian (76%) were awarded four stars by passengers for their customer service.
Top spot went to tiny Channel Islands carrier Auringny Air Services (80%), gaining four stars from passengers for its boarding process, cabin environment and customer service.
Singapore Airlines finished top in Which? long-haul poll for the second year running. The carrier received top marks in several categories and recorded a customer score of 88%, finishing ahead of Emirates (82%) and Qatar Airways (78%) in second and third place.
United Airlines and American Airlines both performed poorly at the other end of the table, with customer scores of just 39% and 46% respectively. Neither airline scored more than two stars for anything other than cabin environment.
BA also found itself rated the third worst carrier on long-haul, behind Thomson Airways and Thomas Cook Airlines for the first time ever in the survey with a customer score of just 50%.
BA last year received a customer score of 60%. As with short-haul, passengers rated the food and drink, seat comfort and value for money at just two stars.
Rival Virgin Atlantic came in fifth place in the long-haul sector.
Which? Travel editor Rory Boland said: “Passengers are telling us that there are many different ways to be a great airline, but providing great service at an acceptable price is a must have.
“BA’s poor customer satisfaction shows it clearly needs to step up its game in a year that has been beset with problems.
“From the food and drink on offer, to the poor value for money of the journey itself, the airline has a lot of work to do to improve the experience that passengers associate with the airline.”
BA told Which?: “British Airways is a premium airline committed to customer choice.
“We offer customers the biggest network from London’s most central airports, a loyalty programme with huge benefits and the best punctuality record of the three big short-haul operators from the capital. We also give our growing numbers of customers a wide choice of fares and services.
“In 2018, our investments for customers will include 20 new aircraft, even more new routes, upgraded cabin interiors, significantly improved catering in long-haul economy and the roll-out of our new Club catering and bedding services across our long-haul network.”