British Airways has been ranked as one of the worst long-haul airlines in the world, according to an annual passenger satisfaction survey conducted by the UK consumer group Which?. The airline received a low 62% overall rating, criticized for poor value for money, uncomfortable seating, and subpar food and drink options.
The survey, based on feedback from over 7,000 passengers across more than 9,000 flights, evaluates airlines in various areas such as booking and boarding, cabin experience, and flight punctuality. BA, alongside Air Canada, was ranked the worst among long-haul carriers. In contrast, top performers like Singapore Airlines, Emirates, and Qantas scored above 70%, with Singapore Airlines leading at 81%.
Rory Boland, Editor of Which? Travel, commented, “Some airlines believe they can get away with poor customer service due to weak regulations in the sector.”
British Airways disagreed with the survey’s findings, calling them “entirely at odds” with the positive feedback it receives from its own passengers. The airline emphasized its £7 billion investment in upgrades, claiming passengers are already benefiting from improvements.
In the short-haul category, budget airline Ryanair scored the lowest with a 49% rating, despite its reputation for low-cost fares. The survey highlighted complaints about additional fees, with one Ryanair passenger expressing frustration over having to pay extra for carry-on bags. Ryanair responded, dismissing the survey results as unrepresentative, noting that it serves millions of passengers annually.
At the top of the rankings, Singapore Airlines excelled with a perfect five-star score for customer service, cabin environment, and cleanliness. Etihad and Emirates followed closely, with Emirates being recognized as the best long-haul airline for its “no show” policy, which allows passengers to keep their return tickets if they miss their outbound flight. Neither Etihad nor Singapore Airlines offers this flexibility.
Other high-ranking airlines included Loganair and Scandinavian carrier SAS, which earned praise for customer service and punctuality.
Despite the survey’s critical results, British Airways remains committed to improving customer experience, investing billions in new cabins, technology, and amenities like free WiFi messaging for all passengers. The airline also noted that complaints, such as delayed refunds, are often due to third-party partners, like Aer Lingus, rather than BA itself.
While the Which? survey may not reflect the experiences of all travelers—especially considering its small sample size—the findings still offer useful insights. Experts advise passengers to be aware of low-cost airline policies, particularly regarding additional fees for services like seat selection and baggage.
For long-haul flights, travelers may want to avoid airlines with restrictive “no show” clauses and consider European carriers for better consumer protection, including compensation for delays or cancellations.
Related Topics:
