Wizz Air 'worst airline for customer service' - 3 best and worst revealed

Ryanair also fared badly in the survey of 1,000 passengers questioned by Which?

Customers were asked about their experiences of customer service across eight areas including how easy it is to find a contact number, how long it takes to get in touch with a person who can help and how well issues are dealt with.

Hungarian carrier Wizz Air scored a +13 satisfaction rating, 39 points behind the average of +52.

Ryanair achieved just +28 while flagship airline British Airways came in third place for the worst customer service. With a score of +46 it was the only other airline to perform below average.

However, Wizz Air disputed the findings by Which? branding them "inaccurate, unrepresentative and misleading".

More than half of those questioned said they had experienced at least one problem with Wizz Air's customer services. A fifth said the company never replied to their email. One in 10 said their call had been disconnected after spending a long time in the queue.

NimbleFins previously reported Wizz Air was the worst airline for delays from UK airports. It has kept the unwanted title three years running with the Civil Aviation Authority data showing flights were behind schedule by 31 minutes 36 seconds on average in 2023.

Ryanair and British Airways joined Wizz Air in hitting out at the customer service research, with Ryanair calling it a "fake survey" and BA saying it was not "representative or credible".

BA did score slightly better than average for how well issues were resolved.

Jet2 performed best in the survey, with a customer satisfaction score of +81.

Best and worst airlines for customer service

*Source: Which? survey of 1,000 passengers.

Wizz Air's worst customer service element was how long it takes to get in touch with someone who can help a customer. It was the only airline to receive a negative score, with -3. This is 43 points below the average (+40) and 72 points behind the best performer, Jet2 (+69).

it also scored badly for addressing passenger queries or issues promptly scoring just +7.

About half of Wizz Air, Ryanair and BA passengers reported one or more customer service problems.

Rocio Concha, a director at Which?, said: "Travellers are currently facing some of the highest-ever fares, but our latest survey shows the standards of customer service of some airlines to be very poor.

"Airlines must step up their game and ensure they are properly investing in their customer services to make it easier for passengers to get in touch with someone who can help, and get timely and effective solutions when they encounter a problem.

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However, with the survey questioning just 1,000 people, the sample size for each airline was too small to be relevant, Wizz Air said.

Wizz Air UK's managing director Marion Geoffroy said: "Which? only surveyed 68 Wizz Air customers, which is less than 0.001% of our UK customer base of 12.3 million passengers.

"It is unclear to us how Which? can claim its survey is nationally representative when only 1.66% of their respondents said they had contacted Wizz Air's customer service team.

"We are serious about constantly improving and providing great customer service. We made a public commitment to our customers in 2023 to improve Wizz Air's operations and set ourselves clear targets.

"Since then, we have invested more than £90m and are proud of the results to date, which are among the strongest in the entire industry."

A Ryanair spokesperson said: "This is another fake Which? survey using a tiny sample... (only 130 of which claimed to be Ryanair passengers) which produces more fake news for Which?

"This year almost 200 million passengers will choose to fly Ryanair for our lower fares and great care."

BA said: "It's disappointing that this survey, which is not a representative or credible sample of our customers, is being presented as such.

"Our teams work around the clock to support our customers, and over the last few years we've introduced additional customer representatives and invested in new systems to improve their experience."

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