Our annual survey of more than 12,000 Which? member experiences has found the best and worst airlines to travel with whether you’re flying long or short haul.
· Guernsey-based Aurigny Air Services (87%) soared to the top of the short-haul table achieving four stars for things like boarding process, legroom and punctuality. Swiss International Air Lines (82%), Norwegian Air Shuttle ASA (79%) and Turkish Airlines (75%) completed the top four.
· Ryanair (32%) was grounded in the short-haul rankings,gaining a one star rating for luggage allowances, boarding process, legroom and the quality of food and drink. However, since our survey was carried out the airline has announced some changes including a move to allocated seating and a reduction in baggage fees from January next year.
· Air New Zealand (87%) and Singapore Airlines (87%) came joint first for their long-haul flights with both airlines boasting an impressive five stars for in-flight entertainment, food and drink, punctuality of flight and value for money.
· Spanish airline Iberia landed at the bottom or our table, receiving a 28% customer score, 9% lower than Thomas Cook Airlines (37%) who came second-bottom.
· We’ve also looked at airlines rated by destination as we’ve found it’s not uncommon to have a different experience when flying with the same airline to different destinations. (PDF attached)
Which? executive director Richard Lloyd, said:
“Our survey reveals the massive variation in the standard of airlines. Once you’ve chosen your destination, it pays to pick the airline that will get you there without any dramas.”
Notes to editors:
- In October 2013, Which? members told us about 12,750 experiences of flying in the past year.
- Customer scores are based on a combination of overall satisfaction and the likelihood of recommending the airline to a friend.