Wizz Air named worst short-haul airline in Which? survey of UK passengers

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A Which? survey has named Wizz Air the worst short-haul airline for the second 12 months in a row.

In October 2023, the buyer champion’s annual airline satisfaction survey assessed 10,775 flights, with UK passengers requested to charge airways on customer support, worth for cash, seat consolation, and foods and drinks.

The funds Hungarian provider was criticised for delays and poor customer support, with one buyer calling the airline “impossible” to speak with after they sought help.

One star out of 5 was awarded to the airline for customer support with an general rating of 44 per cent cementing its second consecutive 12 months in final place, slightly below Ryanair (47 per cent), Iberia (49 per cent) and Vueling (53 per cent).

No greater than two stars have been awarded to Wizz Air in any of the opposite classes, together with worth for cash.

Jet2 took the highest spot in the Which? analysis with a five-star customer support rating and 80 per cent of flyers surveyed elevating no points with the airline.

Which? journey editor, Rory Boland, mentioned: “Air fares have soared in recent years, and the bare minimum passengers should expect in return for their hard-earned cash is a reliable service, with friendly, easy-to-access customer support when they are let down.

“While the likes of Jet2 continue to excel in this regard, our survey shows that passengers of many airlines are sadly being shortchanged – with high rates of last-minute cancellations, abysmal customer service and sneaky extra fees for luggage hiking up the final price.”

Wizz Air strongly disputes the Which? conclusions, discovering the survey methodology “misleading” and the outcomes from the pattern group “not representative” of the airline’s buyer base.

Marion Geoffroy, UK managing director at Wizz Air UK, mentioned: “We conduct customer satisfaction surveys across our network and hundreds of thousands of passengers have said they are satisfied with the service we provide. Our results show our customer satisfaction has improved year-on-year and is significantly higher than this report suggests.

“Wizz Air’s brand consideration is higher than our main UK competitor and the Civil Aviation Authority has confirmed that Wizz Air is fully complying with its commitments to customers following the deed of undertaking signed last year.”

Geoffroy concluded: “We are proud of this progress and are confident that the public’s perception will become more reflective of our current performance, which is among the best in the UK.”