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Best and Worst UK-Based Airlines for Customer Service Revealed

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Best and Worst UK-Based Airlines

A recent survey has unveiled the best and worst UK-based airlines for customer service, highlighting significant disparities in passenger satisfaction across the industry. The findings, compiled by consumer watchdog Which?, offer a comprehensive look at how airlines are performing in areas such as seat comfort, food and drink quality, cabin cleanliness, and overall value for money.

Top of the list for customer service excellence is Jet2.com, praised for its friendly staff, comfortable seating, and high standards of cleanliness. The airline received an overall customer score of 85%, reflecting its commitment to providing a positive travel experience. Passengers particularly appreciated Jet2.com’s efficient check-in process and the helpfulness of its cabin crew.

“Jet2.com consistently delivers a high-quality service,” said Rory Boland, Editor of Which? Travel. “Passengers have highlighted the airline’s reliability and excellent customer care, making it the standout choice among UK-based carriers.”

Another high-performing airline is British Airways, which secured a customer score of 74%. Known for its extensive route network and premium service, British Airways earned commendations for its comfortable seating and in-flight entertainment options. However, some passengers noted that the airline’s food and drink offerings could be improved.

Virgin Atlantic also performed well, achieving a customer score of 72%. The airline’s long-haul service was particularly praised for its comfortable seating and attentive staff. Virgin Atlantic’s stylish cabins and robust entertainment systems also contributed to its positive rating.

In stark contrast, Ryanair and Wizz Air were ranked at the bottom of the survey. Ryanair, with a customer score of just 40%, was criticized for its uncomfortable seats, lack of legroom, and additional charges for basic services. Passengers also reported dissatisfaction with the airline’s customer service, citing unhelpful staff and a lack of transparency regarding fees.

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“Ryanair’s low scores reflect ongoing issues with comfort and customer relations,” Boland explained. “While it remains a popular choice for budget-conscious travelers, it’s clear there are significant areas for improvement.”

Wizz Air fared slightly better but still fell short with a customer score of 45%. Complaints centered on poor seating comfort and subpar cabin cleanliness. Passengers also expressed frustration with the airline’s check-in process and the quality of in-flight refreshments.

The survey highlights the importance of customer service in the competitive airline industry. While budget carriers like Ryanair and Wizz Air attract passengers with low fares, the overall travel experience often leaves much to be desired. On the other hand, airlines like Jet2.com and British Airways demonstrate that investing in customer service can lead to higher passenger satisfaction and loyalty.

“Customer service is a critical factor for airlines,” Boland emphasized. “As passengers become more discerning, airlines that prioritize comfort, reliability, and friendly service are likely to see continued success.”

The Which? survey serves as a valuable guide for travelers when choosing an airline, offering insights into the strengths and weaknesses of various carriers. As the travel industry continues to recover from the impacts of the pandemic, enhancing customer service will be essential for airlines aiming to attract and retain passengers.

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Wizz Air Named Europe’s Cheapest Airline as British Airways Tops Cost Ranking

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Wizz Air has been ranked the least expensive airline in Europe, while British Airways was identified as the costliest major national carrier, according to research comparing passenger revenue generated across 23 European airlines.

The analysis by flight and baggage compensation company AirAdvisor used revenue per available seat kilometre, or RASK, to compare how much airlines earn from passengers for each kilometre flown per available seat.

RASK provides an indication of how much travellers pay relative to distance and available capacity. The measure also reflects additional passenger charges, including fees for baggage and seat selection, rather than relying only on advertised ticket prices.

AirAdvisor said smaller airlines often have higher costs because they operate fewer routes, smaller fleets and services to remote or lower-demand destinations. With fewer seats available and less competition on some routes, fares can be higher.

However, the company said the pattern does not apply universally and travellers should compare prices for individual routes before booking.

The research also found that airline costs generally fell between 2024 and 2025. Among the 14 carriers for which AirAdvisor had year-on-year RASK figures, only five recorded increases, while nine saw their RASK decline.

Norway’s Widerøe topped the overall cost ranking with a RASK of €0.32. The regional airline operates many routes connecting smaller Norwegian airports with larger centres and also serves destinations including Aberdeen, Hamburg and London Southend.

Among major airlines, British Airways ranked as Europe’s most expensive national carrier, with a 2025 RASK of €0.0888. Its figure increased by €0.0038 from the previous year.

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Air France and Austrian Airlines shared the next position among the most expensive major carriers, both recording a RASK of €0.0850.

At the other end of the ranking, Hungary-based Wizz Air had the lowest RASK at €0.0433, making it the least expensive airline in AirAdvisor’s comparison.

The company estimated that choosing Wizz Air instead of Air France could save travellers up to €50 on an average European flight distance, although actual savings depend on the route and additional fees.

easyJet ranked second among the least expensive airlines, with its RASK falling from €0.0770 in 2024 to €0.0521 in 2025.

Ryanair took third place, with RASK declining from €0.0843 to €0.0556 over the same period.

Among the 11 major national airlines included in the study, Finnair was ranked the least expensive.

The findings suggest that airline pricing can vary significantly even among national carriers, while the cost differences between airlines become more noticeable when viewed across typical travel distances.

AirAdvisor advised passengers to use such comparisons as a guide rather than a guarantee of the final fare, as route-specific pricing, luggage charges, seat fees and other extras can significantly affect the total cost of a journey.

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Mont Blanc Hiking Route Faces Calls for Visitor Limits as Crowds Grow

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One of Europe’s most popular long-distance hiking routes is facing new pressure to restrict visitor numbers as growing crowds create problems for local communities, mountain guides and the environment.

The Tour du Mont-Blanc is a 170-kilometre circuit passing through France, Italy and Switzerland. Around 80,000 people complete the route each year, with some sections becoming increasingly crowded during the peak hiking season.

On busy parts of the trail, groups can find themselves walking almost continuously behind one another, leaving little space between hikers. Local residents have also raised concerns about visitors failing to respect the natural environment.

Jean-Marc Peillex, mayor of Saint-Gervais-les-Bains in the French Alps, said the situation had become difficult to manage.

“Today we’re moving along in single file. People can only see the backsides of those in front of them. That’s hardly ideal,” he told Swiss public broadcaster SRF.

Peillex wants access to the French section of the route restricted from next spring, with checks and penalties used to enforce the system.

Under the proposed arrangements, hikers planning to complete the Tour du Mont-Blanc would need to reserve accommodation in a mountain hut or an authorised bivouac area. These designated outdoor camping zones generally offer limited facilities compared with huts.

Peillex said hikers unable to secure a place should consider delaying their trip until the following year.

Although only a small section of the route passes through Saint-Gervais-les-Bains, other French municipalities along the trail are working together on the proposed regulations. Their goal is to introduce the new system next spring.

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Switzerland has not announced similar restrictions, although officials there also acknowledge growing pressure from tourism.

Joachim Rausis, mayor of Orsières in Switzerland’s Valais canton, said there were warning signs and that better coordination was needed between France, Italy and Switzerland.

The rising number of visitors is also creating difficulties for mountain guides. Hotels and mountain huts often need to be booked a year ahead, making planning difficult for self-employed guides whose clients may not arrange trips so far in advance.

The debate reflects a wider challenge facing Alpine tourism: finding a balance between protecting fragile mountain environments, supporting local communities and maintaining public access to the mountains.

Reservation systems are already used on some routes leading toward the Mont Blanc summit. Overnight stays at the Nid d’Aigle, Tête Rousse and Goûter huts require advance bookings, with hikers’ names recorded and booking confirmations subject to checks.

The Goûter and Tête Rousse huts had been operating during the 2026 season but were temporarily closed on August 11 because of rockfall risks.

Officials now face the task of deciding whether similar controls should be extended to the wider Tour du Mont-Blanc as visitor numbers continue to rise.

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Spain Introduces Border Checks on Travellers Arriving From Italy

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Spain has introduced temporary border checks on travellers arriving from Italy, escalating a dispute between Madrid and Rome over controls imposed during the recent Ceuta migrant crisis.

The measures came into effect from Saturday, August 8, after Italy refused to comply with a Spanish demand to remove its own border checks on travellers arriving from Spain. Madrid said its controls would remain in place until September 7, while Rome confirmed on Friday that its suspension of normal Schengen arrangements would continue at least until August 15.

The dispute comes during the peak summer travel season, when thousands of people are expected to travel between the two countries. Spanish officials have criticised the Italian measures, saying Spanish citizens have already faced additional checks when entering Italy.

Under Spain’s new arrangements, travellers arriving from Italy by air, sea or land may be required to present identification documents. EU citizens must show a valid identity document, while travellers from outside the bloc may also need to provide a visa or residence permit.

Italian nationals can use either a passport or a national identity card valid for international travel. However, Spain’s requirements come shortly after Italy stopped recognising paper identity cards as travel documents from August 3. Travellers using Italian identity cards must therefore have the electronic CIE version.

The additional checks could cause delays at major airports, ports and land crossings, particularly during one of the busiest periods of the European holiday season.

At airports, Spanish authorities may conduct checks at arrival gates or during boarding. Travellers arriving by ferry or other maritime services could be checked either before departure or after reaching Spain.

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People travelling by road from Italy will generally pass through France before reaching Spain. They may therefore be stopped at the French-Spanish border and asked to present their identification documents.

Families travelling with children have also been advised to ensure that every minor carries the necessary travel documents. Italian regulations provide identity documents with different validity periods depending on a child’s age. Documents are valid for three years for children under three and five years for those aged between three and 18.

Children under 14 are not permitted to travel alone, adding another consideration for families planning journeys between the two countries.

Travellers bringing pets into Spain must also meet EU requirements. Animals need an EU pet passport issued by a veterinarian, along with a microchip and valid vaccination against rabies.

The dispute has created additional uncertainty for travellers who arranged their summer journeys before the measures were announced. Madrid and Rome now face pressure to resolve the disagreement while avoiding further disruption to movement between two EU member states normally connected by the Schengen free-travel area.

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