A recent survey conducted by Which?, the well-known consumer advocacy group, has unveiled troubling insights into the state of customer service among major airlines operating in the UK.
The survey, which gathered data from over 1,000 passengers, placed Wizz Air and Ryanair at the bottom of the list for customer service satisfaction, highlighting significant issues that travelers face when dealing with these budget airlines.
The survey, carried out in May 2024, focused on key aspects of customer service, including the ease of contacting the airline, the responsiveness of their support teams, and how effectively they resolved customer issues. The results were far from encouraging, especially for frequent flyers of Wizz Air and Ryanair, who reported a wide range of frustrations and challenges in their dealings with the airlines.
Wizz Air’s Customer Service Woes
Wizz Air emerged as the airline with the lowest customer service satisfaction, earning a net score of +13, which is substantially lower than the industry average of +52. The survey revealed that 57% of Wizz Air customers experienced problems with the airline’s customer service. Complaints ranged from long delays in response times to outright dismissive and unhelpful attitudes from customer service representatives.
One frequent complaint among Wizz Air passengers was the difficulty in making contact with the airline, particularly through their online chatbot. Customers reported being caught in an “endless chatbot loop,” where automated responses failed to address their issues, and attempts to connect with a live agent were often futile. In one instance, a passenger trying to correct a simple spelling mistake on a booking was told to reconnect multiple times, with the chatbot repeatedly failing to escalate the issue to a human agent.
Alexandra Moore, a frustrated Wizz Air customer, shared her experience: “I tried contacting them about a minor issue with my booking, but the chatbot kept giving me the runaround. After spending nearly 30 minutes just trying to reach a live person, I gave up. It was incredibly frustrating.”
In response to the survey findings, Wizz Air dismissed the results as “inaccurate, unrepresentative, and misleading.” The airline argued that the survey’s sample size was too small to accurately reflect the overall customer experience, though these assertions have done little to allay passenger concerns.
Ryanair’s Struggles Continue
Ryanair, while slightly better than Wizz Air, still scored below average, with a net satisfaction score of +28. The airline’s notorious reputation for poor customer service was reinforced by the survey, with 49% of its passengers reporting significant issues when trying to resolve problems with the airline.
The difficulties faced by Ryanair customers were multifaceted. Passengers often struggled with long wait times on phone lines, automated systems that prematurely cut off calls, and email inquiries that went unanswered. The survey highlighted a particularly frustrating policy where customers could only speak to a representative if their flight was within 30 days, leaving those with longer-term issues without timely support.
Mark Johnson, a Ryanair passenger, expressed his dissatisfaction: “I needed to make a change to my booking, but every time I called, I was either hung up on or told I couldn’t speak to anyone because my flight was more than a month away. It’s like they don’t want to help unless you’re traveling tomorrow.”
Ryanair’s response to the survey findings was predictably dismissive. The airline labeled the survey as “fake news,” claiming that the results were not reflective of their service quality. However, the continued stream of customer complaints suggests otherwise.
Other Airlines and the Industry’s General Performance
British Airways, while not as poorly rated as Wizz Air or Ryanair, also failed to impress, with a net satisfaction score of +46. Nearly half of the customers who contacted British Airways reported negative experiences, citing slow response times and unhelpful interactions.
On the other end of the spectrum, Jet2 emerged as the highest-performing airline in terms of customer service, with a net satisfaction score of +81. The airline was praised for its accessibility, prompt responses, and the helpfulness of its customer service agents. Jet2’s commitment to resolving customer issues quickly and effectively set it apart from its competitors, earning it high marks from passengers.
The survey’s findings come at a critical time, as the summer travel season reaches its peak. The airline industry, already under pressure from increased demand and operational challenges, faces growing scrutiny over its ability to meet customer expectations. The overall average satisfaction score for airlines was a mere +52, indicating that there is considerable room for improvement across the board.
The Path Forward for Airlines
As the travel industry continues to recover from the impacts of the COVID-19 pandemic, airlines are under increasing pressure to not only restore but also enhance their service quality. The Which? survey serves as a stark reminder that customer service is a crucial component of the travel experience, one that can significantly influence customer loyalty and brand reputation.
For Wizz Air and Ryanair, the challenge is clear: they must address the systemic issues within their customer service operations to rebuild trust with their passengers. Whether these airlines will take the necessary steps to improve remains to be seen, but the demand for better service is unmistakable.
As travelers, it’s important to be aware of these findings and to plan accordingly. Whether it means choosing an airline with a better track record or knowing how to navigate the often frustrating customer service channels, being informed can make a significant difference in the travel experience.
