The airline received a customer score of 48%, with one star out of five awarded for boarding experience, cabin environment and seat comfort. It was awarded no more than two stars in any of the remaining categories, including value for money and cleanliness.
Which? Travel editor Rory Boland advised travellers to avoid the airline if alternative carriers are available, due to its poor record on customer care. Wizz Air operates short-haul flights from eight UK airports.
The survey also found that Jet2.com received the highest score (80%), followed by Turkish Airlines (78%). British Airways received a customer score of 56%, placing it third from bottom in the ranking, ahead of Ryanair (52%) and Eurowings (53%).
In December 2021, the UK’s Civil Aviation Authority expressed “significant concerns” about Wizz Air’s “unacceptable” behaviour. The regulator found that the airline delayed paying money owed to passengers and was more likely to generate escalated complaints than other carriers.
The survey was conducted in October 2022 and involved 8,046 UK adults who were asked about their flying experiences in the previous two years. Customer scores for airlines were calculated from a combination of travellers’ overall satisfaction and their likelihood to recommend.
Wizz Air responded to the survey, saying that it does everything possible to ensure that passengers reach their destination on time and with minimal delay. The airline operates a fleet of brand new Airbus aircraft with an average age of 4.6 years, which it claims offer passengers comfort, space and modern interiors.
A British Airways spokesman criticised the survey’s methodology, saying that it did not accurately represent the views of the tens of millions of customers who had chosen to fly with the airline.
The spokesman added that British Airways continued to be recognised for the service it offers, including flying to and from central airports at convenient times of the day, its investment in new aircraft, new seating, wifi, new menus, complimentary snacks and water in short-haul economy cabins, and the most generous hand baggage allowance of any UK airline.
Ryanair and Eurowings did not respond to the survey.