Travel
Best and Worst UK-Based Airlines for Customer Service Revealed
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.
“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.
Travel
Europe Records Busiest-Ever Summer for Air Travel Despite Middle East War
European skies recorded their busiest summer on record in 2026, with airlines operating more flights during the peak July and August holiday period despite disruption linked to the Middle East war.
Data from Eurocontrol, Europe’s aviation safety and air traffic management organisation, showed that the continent handled an average of 35,959 flights per day during the two-month period. That was 2.4% higher than the same period in 2025.
The busiest day came on Friday, July 10, when 37,640 flights were recorded across Europe, marking a new daily traffic record.
Despite the increase in air traffic and disruption caused by the conflict, punctuality also improved. Eurocontrol said 72.6% of flights arrived on time, an increase of 1.2 percentage points compared with 2025.
France continued to account for the largest share of delays linked to air traffic control management problems, representing 32% of all such delays across Europe.
Eurocontrol said the US-Iran war had influenced travel patterns during the 2026 tourist season. The conflict also encouraged some Europeans to choose holiday destinations within the continent, as travellers looked for locations perceived to be closer and safer amid wider regional uncertainty.
Southern and southeastern European countries benefited from the change in travel patterns. Eurocontrol reported lower traffic in Bulgaria, Hungary and Türkiye, while Albania, Croatia, Cyprus, Greece, Montenegro, North Macedonia, Serbia and Slovenia recorded significant increases.
The report also pointed to continued growth in southwestern Europe, highlighting a shift in demand toward destinations that remained accessible despite geopolitical tensions.
Greece experienced particularly strong demand, with record passenger numbers at its airports placing considerable pressure on the country’s air traffic control system during the busiest part of the summer season.
Fourteen countries recorded their highest-ever daily traffic for arrivals and departures during the summer. They included Albania, Armenia, Georgia, Greece, Ireland, Italy, Moldova, North Macedonia, Montenegro, Portugal, Serbia, Slovakia, Spain and Türkiye.
Airlines also experienced exceptionally high levels of activity. Several carriers and airline groups reported record traffic during the period, including Aegean, Air Serbia, easyJet, Jet2.com, Pegasus, Royal Air Maroc, Ryanair, Sky Express, SunExpress, Turkish Airlines and Wizz Air.
The figures indicate that Europe’s aviation sector remained resilient despite geopolitical disruption and changing tourist preferences. While the conflict affected traffic patterns in parts of eastern and southeastern Europe, demand for flights to other European destinations helped push overall summer traffic to unprecedented levels.
Travel
Wizz Air Named Europe’s Cheapest Airline as British Airways Tops Cost Ranking
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.
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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