Ryanair Named Worst UK Short-Haul Airline in Major Passenger Survey
A comprehensive annual customer satisfaction survey conducted by Which? has unveiled the best and worst airlines operating short-haul flights in the United Kingdom. The study, which gathered feedback from more than 5,500 travellers, placed Ryanair firmly at the bottom of the rankings for overall customer experience.
Survey Methodology and Key Findings
The Which? survey assessed 24 airlines across multiple criteria, including booking processes, boarding efficiency, seat comfort, cabin environment, customer service, and perceived value for money. Each category was rated on a five-star scale, with an overall customer satisfaction percentage score calculated for each carrier.
Ryanair received the lowest overall score of 55 percent, earning just one star for seat comfort and two stars for its booking process, boarding, customer service, and cabin environment. In the value-for-money category, it managed three stars, matching easyJet and Wizz Air but trailing behind Jet2, Lufthansa, TUI, and Aer Lingus.
Airline Responses to the Rankings
A Ryanair spokesperson dismissed the survey results, stating, "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."
Wizz Air, which ranked just above Ryanair with a 59 percent satisfaction score, also criticised the survey's methodology. A spokesperson noted, "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." They highlighted improvements in customer satisfaction and operational performance under their Customer First Compass initiative.
Top Performers and Customer Feedback
In stark contrast to the budget carriers at the lower end of the scale, Jet2 emerged as the highest-rated short-haul airline with an impressive 76 percent customer satisfaction score. It received four-star ratings for its booking process, customer service, and value for money. One satisfied passenger remarked, "Compared with other budget airlines, they give you a generous luggage allowance, which makes such a difference."
Other airlines that performed well in the survey included Lufthansa, TUI, and Aer Lingus, all of which scored higher than Ryanair, easyJet, and Wizz Air in the value-for-money category.
Implications for Travellers
The survey results highlight a significant disparity in passenger experiences across different airlines, emphasising that the choice of carrier can profoundly impact the overall travel journey. While budget airlines often compete on price, factors such as customer service, comfort, and boarding processes are crucial determinants of satisfaction.
As the travel industry continues to recover and expand, these findings may influence consumer decisions, particularly for frequent flyers and those planning leisure trips. The data underscores the importance of considering more than just ticket price when selecting an airline for short-haul flights within the UK and Europe.
