Budget airline Ryanair has been branded the worst carrier in the UK for customer satisfaction in an annual survey conducted by consumer group Which?. The airline received the lowest rating among nearly 30 airlines included, achieving a dismal overall score of 55%.
Poor Ratings Across Key Categories
In the detailed assessment, Ryanair scored just two stars out of five for its booking process, boarding procedures, customer service, and cabin environment. Most notably, it earned a mere one star for seat comfort, with one passenger quoted by Which? describing the seats as "awful" and the plane as "dirty".
The survey, which involved over 1,200 Ryanair passengers, highlighted widespread dissatisfaction among travellers. Despite this, Ryanair issued a furious response, dismissing the findings outright.
Ryanair's Blistering Rebuttal
In a statement, the airline said: "Neither we nor our 208 million passengers pay any attention to these made-up manufactured surveys or their fake results. Every passenger booking a flight has a choice, and last year 208 million consumers chose Ryanair, while nobody reads or pays any attention to Which? fake surveys."
This defiant stance underscores the airline's confidence in its market position, even as criticism mounts.
Other Airlines in the Rankings
Second from bottom was rival budget carrier Wizz Air, which received two stars in every category except value for money, where it managed three stars. Wizz Air also criticised the survey, with a spokesperson noting: "Once again, Which’s survey relies on a tiny sample size. It surveyed 259 people, which is only 0.002% of the 12 million passengers carried on our UK flights in 2025. No credible organisation can claim that such a sample is representative."
At the top of the short-haul category was holiday airline Jet2, with an impressive score of 76%. It earned four stars for value for money, customer service, and boarding process. One satisfied customer remarked: "Compared with other budget airlines they give you a generous luggage allowance, which makes such a difference."
For long-haul flights, Singapore Airlines emerged as the best-rated carrier overall, scoring 81% and receiving five stars for cabin environment and customer service. British Airways performed solidly with a score of 72% in both short-haul and long-haul categories.
Survey Methodology and Broader Implications
The survey, conducted in October and November last year, involved more than 5,500 British adults who flew economy class for leisure from a UK airport in the previous 12 months. It covered approximately 9,500 flights in total, providing a comprehensive snapshot of passenger experiences.
Rory Boland, editor of Which? Travel, commented on the results, stating: "It’s outrageous to see Ryanair and Wizz Air openly scoff at the poor experiences of their own customers. They love to blow their own trumpet about the number of passengers who fly with them, but on many routes, there is simply no other choice."
Boland further highlighted that budget airlines may no longer be the cheapest option due to add-on fees for baggage and other extras. He advised: "We’ve repeatedly found that airlines that include baggage and seat allocation in their fares can actually work out cheaper overall. Fly with anyone else, if you can."
This survey raises important questions about the value proposition of budget carriers in an increasingly competitive market, where customer satisfaction and transparent pricing are becoming critical factors for travellers.
