Airlines

A passenger survey has found the short-haul airline that was ranked as the lowest for its overall customer satisfaction, including for the boarding process and value for money

The airline with the worst customer satisfaction in the UK has been revealed, and it’s not Jet2, Wizz Air or easyJet.

In a lot of circumstances, the airline we fly with can depend on the most affordable ticket available at the time of booking, with competition rife among major budget airlines like Jet2, Wizz Air, Ryanair, and easyJet for short-haul flights. But depending on the airline we choose for our journey, it can severely impact our overall travel experience, from the booking and boarding processes to the customer service onboard.

Now, an annual customer satisfaction survey of more than 5,500 travellers by Which? found that Ryanair was the worst-performing short-haul airline.

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A Ryanair spokesperson told the Mirror: “Neither we nor our 208m 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 208m consumers chose Ryanair, while nobody reads or pays any attention to Which? fake surveys.”

In the Which? ratings, Ryanair secured a mere one star for seat comfort, while it scored two out of five stars for its booking process, boarding, customer service and cabin environment.

When it comes to value for money on short-hauls, the airline earned a three-star rating, the same as easyJet and Wizz Air, but fell behind carriers, Jet2, Lufthansa, TUI and Aer Lingus. Overall, Ryanair received a customer satisfaction score of 55 per cent in the short-haul survey and ranked bottom on a list of 24 airlines. Just in front of Ryanair on the customer survey, with a total score of 59 per cent, was Wizz Air.

The budget carrier, which had 259 passengers included in the Which? survey, received two stars for its booking process, boarding, customer service, and cabin environment. However, it was awarded three stars for its value for money.

A Wizz Air spokesperson also shared: “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.

“Our strong passenger numbers – which rise every year – clearly show that travellers value WIZZ’s low prices and industry-leading operational performance. We’re continuing to deliver against the commitments outlined in our £12 billion Customer First Compass initiative. From October 2024 to December 2025, customer satisfaction rose by eight percentage points. At the same time, our flight completion rate in the UK was 99.7% – consistently among the best in the industry – while our on-time performance increased by 14% year-on-year.

“This year, we look forward to welcoming even more passengers on board Europe’s youngest and most modern fleet, taking advantage of our low prices on our biggest ever summer leisure network to many new destinations in Spain, Greece, and France.”

In stark contrast, Jet2 topped the list with 76 per cent, receiving a four-star rating for its booking process, customer service and value for money. One customer said: “Compared with other budget airlines, they give you a generous luggage allowance, which makes such a difference.”

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NEW data has revealed the best – and worst – airlines in the UK.

In a new Which? report, Jet2 has been named the best airline in the UK, based on the responses of 5,500 travellers.

The airline – which was the only airline with short-haul flights to be named a Which? Recommended Provider – achieved an average score of 76 per cent based on several categories including boarding, customer service and seat comfort.

Last year, Jet2 cancelled fewer flights last minute than its biggest rivals.

This helped the airline to hold on to four stars for its booking process, customer service and value for money.

One customer said: “Compared with other budget airlines they give you a generous luggage allowance, which makes such a difference.”

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And unlike other budget airlines, Jet2 allows passengers to take on board one piece of hand luggage – as long as it weighs no more than 10kg and isn’t bigger than 56cm x 45cm x 25cm – free of charge, each.

And you can also bring a small, under-seat bag as long as it is not bigger than 40cm x 30cm x 20cm.

More than 76 per cent agreed they hadn’t had any problems with their flight, whilst only 63 per cent said this about Ryanair.

When it comes to other short-haul airlines that performed well, Lufthansa and Norwegian scored 73 per cent satisfaction, British Airways, TUI and KLM each scored 72 per cent, Aer Lingus scored 71 per cent and Air France scored 69 per cent.

At the other end of the table, it might not come as a surprise that Ryanair finished bottom, achieving a satisfaction score of just 55 per cent.

The airline, which is often called out for having hidden fees, scored two stars for its booking process, boarding, customer service and cabin environment.

It then also achieved just one star for seat comfort, with one customer commenting: “The plane is dirty and the seats are awful.”

And even though the airline did get three stars for value for money, another customer added: “It is billed as a budget airline but they make money from extras which far outweigh price savings on other flight companies.”

In total, over a third of Ryanair’s customers said something went wrong with their journey.

A spokesperson for Ryanair said: “Neither we nor our 208million 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 208million consumers chose Ryanair, while nobody reads or pays any attention to Which? fake surveys.”

Wizz Air also didn’t do too great, scoring just 59 per cent for customer satisfaction.

The budget airline achieved two stars in most categories and then three stars in the value for money category, with one customer remarking that the airline is “consistently terrible and overpriced”.

Passengers also noted how the airline has poor customer service and lack of communication around delays.

A spokesperson for Wizz Air said: “Once again, Which’s survey relies on a tiny sample size.

“While the total number of passengers surveyed was 5,500 – only 259 of those actually flew with Wizz Air.

“That’s less than five per cent of those surveyed, and only 0.002 per cent of passengers carried on WIZZ flights to and from the UK in 2025.

“This tiny sample size of Wizz customers is a point we’ve raised with Which for the last three years, which has also been echoed by other airlines.

“Despite raising our concerns about how misleading this figure is, there have been no major improvements, and the survey remains entirely unrepresentative of what the vast majority of customers have experienced – and therefore an inaccurate source of information for the British public.”

EasyJet did slightly better, scoring 67 per cent overall, with three stars for its booking process and value for money and two stars for its customer service, seat comfort and cabin environment.

The budget airline also improved its punctuality over the past two years with fewer cancelled flights.

A spokesperson for easyJet said: “With around 40 per cent of our customers choosing to travel with just the fare and our customer satisfaction scores at a ten year high, it’s clear that customers continue to value this choice and our service.

“Given this survey is not weighted, it simply isn’t representative when comparing with airlines who carry far fewer passengers.”

Which? also found that the price for flights with low-cost airlines often shoots up once you add cabin bags to your booking.

And these prices usually don’t become clear until towards the end of the booking process.

Rory Boland, editor of Which? Travel said: “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.

“Many other passengers fly with them because of the enticingly low headline fares.

“But ridiculously expensive charges for baggage and other add-ons mean they are no longer guaranteed to be the cheapest option.

“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.”

Sun Travel has also contacted the airlines mentioned for comment.

In other aviation news, two UK airports are about to be much easier and cheaper to travel to – after thousands fined £100.

Plus, another English airport introduces hugely unpopular charge for passengers.

A MAJOR UK airport has launched new flight routes to 12 different destinations.

The planned expansion will see eight different airlines join the fleet.

London Gatwick airport is set to broaden its network ahead of summer this year.

The plans to include flights to 12 new locations will see the airport serve more than 230 destinations across Europe, North America, the Caribbean, Asia, the Middle East, and Africa.

Jet2, among seven other new airlines, will be serving Gatwick airport, bringing the total up to 62.

The popular holiday company will operate 29 routes throughout the summer holiday season, including destinations in Spain, Turkiye, Portugal, and Malta.

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This will create more than 300 jobs in the airport’s region with employees needed for the flight deck, cabin crew, engineering and ground operations.

Plus, hundreds more will be required through the wider supply chain.

The airport’s expansion will also see many existing airlines expanding their services too.

Royal Air Maroc will begin flights to Tetouan, Morocco, twice weekly from March 29, with Norwegian launching a new route to Aalborg, Denmark, starting April 2.

From May 15, Air Transat will introduce a service to Ottawa, Canada, and SWISS will increase its Zurich route to twice daily from March 29.

Speaking to The Brighton Argus, Pierre-Hugues Schmit, chief executive of London Gatwick, said: “We are thrilled to welcome Jet2 to London Gatwick, marking an exciting new chapter for the airport and our passengers. 

“Jet2’s arrival brings even more choice and flexibility to passengers across the South East and beyond, strengthening London Gatwick’s vision to be the airport for everyone, whatever your journey.

“It is an exciting time for Jet2 to join London Gatwick following the recent government approval for routine use of our Northern Runway, which will further expand connectivity and economic growth.”

NEW passport rules being introduced next week are set to affect 1.26million people – but airlines could allow passengers to avoid them.

Currently, dual citizens in the UK, whose other nationality is from a country not subject to a UK visa requirement, can travel into Britain using their foreign passport.

These rules are set to change from February 25, 2026.

From next Wednesday, dual citizens will need to show either a valid British passport, or a new digital certificate of entitlement to attach to their second nationality passport.

Without one of those, travellers could face being denied travel back to the UK.

Getting a British passport costs around £100 for an adult and on average takes between three and 10 weeks to obtain.

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Meanwhile, the certificate of entitlement costs £589 and can take three to eight weeks to get.

As many as 1.26million people in England and Wales hold more than one passport and are expected to be affected.

However, the Home Office has now said that travellers may be able to enter the country with an expired British passport.

Due to the tight turnaround of the change in rules, the Home Office has now said that an expired British passport could be used as “alternative documentation.”

A Home Office official told Sun Travel: “We recognise that this is a significant change for carriers and travellers, but we have been clear on requirements for dual British citizens to travel with a valid British passport or Certificate of Entitlement, in line with those for all British citizens.

“At their own discretion, carriers can accept an expired British passport as alternative documentation. Separately, individuals who have previously had a British passport can apply for an emergency travel document if they urgently need to enter the UK.

“In line with current practice, on arrival at the UK border, Border Force will still assess a person’s suitability to enter the UK and conduct additional checks if required.”

The Home Office do “strongly recommend” travellers obtain a British passport or the Certificate of Entitlement for the “smoothest travel experience.”

One airline has heavily hinted that it will accept an expired passport as a form of ID.

Ryanair has suggested it may allow dual nationals to board if they can show other forms of proof that they are British.

It told The Independent that they had been advised by the government that “documents that can be accepted” include an expired British passport.

The airline also told The Times that they “will allow” a passenger to board a UK flight if they are “satisfied” that they are a British or Irish national – or other UK status.

This includes “passengers who hold an old stamp/vignette with indefinite leave to remain.”

Sun Travel has gone to Ryanair for additional comment.

On the GOV.UK website it says that valid documentation should be obtained before travelling to avoid problems like “being denied boarding” when travelling to the UK.

It adds that dual British citizens who don’t have valid British passport or certificate of entitlement will undergo “additional identity checks” and “will not be able to go through UK passport control until their British nationality is verified.”

On the same day of these new rules, ETAs will also become essential.

However British nationals and dual citizens with British or Irish citizenship are exempt from needing an ETA.

Here’s more on ETA rules and who is at risk from being banned from flights.

And here is the big difference between EES and ETIAS – along with everything you need to know about the new travel rules this year.

AN ENTIRE country is placing a blanket ban on the use of power banks on flights.

Japan‘s transport ministry has told airlines that the use of the popular travel item onboard flights will be banned from April.

It comes as a number of incidents have occurred where mobile batteries and power banks have caught fire on flights.

Under the new ban, passengers will not be allowed to use power banks to charge their phone onboard a flight from Japan.

They will also not be able to charge power banks using the onboard power outlets.

However, they will still be able to take power banks on in hand luggage.

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Back in July, the Ministry of Land, Infrastructure, Transport and Tourism banned passengers from storing any power banks in the overhead lockers on domestic and international flights.

And batteries of this kind are already not allowed in checked baggage.

Despite the new rules, passengers will still be able to carry up to two power banks with them onto a flight – it is just that they cannot be used at all throughout the flight and must be out of the overhead locker.

It comes as a number of other airlines have banned power banks over the past couple of years due to a number of incidents.

The handy and popular travel item is thought to catch fire when there is damage, a manufacturing defect or overcharging has caused it to overheat.

When a power bank does overheat, it can be made worse on a plane due to the high-altitude and low-pressure conditions.

Last January, a flight operated by Air Busan, experienced a fire on board which they believe was as a result of a defective power bank.

Even though passengers weren’t harmed, the plane was badly damaged.

Following the incident, Air Busan was the first airline to ban the use of power banks onboard.

And since, a number of other airlines have followed in its footsteps.

For example, both Cathay Pacific and Singapore Airlines have banned the use of power banks on board.

And back in November, Qantas and Virgin Australia announced that they would ban onboard use of power banks after one caught fire in an overhead locker onboard a Virgin Australia flight.

The changes for Virgin Australia flights came into force on December 1.

Qantas, QantasLink and Jetstar then followed on December 15.

In January, Lufthansa then became the latest airline to introduce new rules on power banks.

It came into force on January 15 and means that passengers on Lufthansa flights are no longer allowed to use their power banks onboard either.

UK airlines such as British Airways and Ryanair are yet to introduce any similar rules.

In other aviation news, a major airline has axed more than 130 flights from the UK.

Plus, a UK airport is launching its biggest ever flight schedule with 19 new routes in a major £60million expansion.

WITH Heathrow Airport set to add a third runway, there are growing fears that it could increase the price of flights.

Airlines warn that the planned expansion could result in a £250 price increase for passengers on a family fare.

With the expansion set to cost £33billion, The Times has reported that airlines are “seriously worried” that Heathrow’s landing charge will increase to pay back the cost of the project for investors.

Their landing fees are already the highest in the world.

In July 2025, Heathrow Airport proposed to the UK Civil Aviation Authority (CAA) to increase airport charges to fund the expansion.

The average charge over the next five years could increase to around £33.26 per passenger, up from the current average of £28.46 per passenger.

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Now, The Times added that airline bosses have pointed out that the cost of the project would add “at least” £60-£65 to average ticket prices.

This means that the additional cost for a family of four could be as much as £250.

Officials from IAG – the parent company of British Airways, Iberia, Vueling and Aer Lingus – raised their concerns to Downing Street.

Another group called ‘Heathrow Reimagined’ have written to Rachel Reeves about the expansion.

The letter raised points that going ahead with the current model will “deliver a scheme which negatively impacts connectivity, competitiveness and the wider UK economy“.

It added that increased charges that are “already the highest in the world” would undermine the “government’s commitment to reduce the cost of living.”

The letter was signed by the boss of IAG, the chief of Virgin Atlantic and the director-general of the airline trade body International Air Transport Association (Iata).

However, a Heathrow spokeswoman told The Times: “Expansion provides a rare opportunity to drive real economic growth for the UK and deliver value for future generations of passengers.

“With demand consistently outpacing supply, incumbent airlines currently compete to charge a premium and the evidence speaks for itself: airfares at Heathrow have risen by 30 per cent in real terms since 2014, whilst the airport passenger charge has decreased by 19 per cent.”

They added that the analysis has “shown fares will be lower with expansion than without it” and said that they did not “recognise those numbers nor have we seen calculations that would support them.”

The huge expansion for the UK’s busiest airport was given the green light in November 2025.

The Heathrow proposals involve building a 3,500-metre runway which will require a new M25 tunnel and bridges to be built 130 metres west of the existing motorway.

The expansion is estimated to cost £33billion which includes building a 3,500 metre runway.

It will see Heathrow’s capacity increase to 756,000 flights and 150 million passengers per year.

The project has received government backing and is moving forward, but it has not yet received final planning approval or development consent.

Heathrow Airport is making other big changes this year…

London Heathrow will undergo a series of developments this year starting with Terminal 2 and 4…

The airport will improve the passenger experience by using AI-technology and has plans to make flights more punctual along with better baggage facilities.

 Heathrow Airport revealed it will start upgrading Terminal 4 next year costing £1.3billion.

The first step will be building a new multi-storey car park and upgrading its check-in area.

The works will be phased to ensure that there’s no disruption to the running of Terminal 4 – and these are expected to be completed in 2031.

Over in Terminal 2, Heathrow has announced that work will also begin on a new baggage system that will be able to handle 31,000 bags each day.

In order to speed up flights and improve punctuality, it will install AI-powered turnaround tech. This will involve a network of cameras being installed across Heathrow.

Using AI to analyse data, the airport will speed up turnaround times between flights, which will make journeys more punctual.

Coverage is expected to be across all terminals by the end of 2026.

Feb. 9 (UPI) — The unions that represent flight attendants and pilots who work for American Airlines on Monday expressed frustration with the company’s CEO, and in one case issued a unanimous vote of non-confidence in him.

The unions, which represent 28,000 flight attendants and 16,000 pilots that work for the airline, said that the company’s leadership has set it on “an underperforming path” amid aviation experts noting that Delta and United, American’s primary competitors, have made better decisions in recent years, CBS News and The New York Times reported.

“From abysmal profits earned to operational failures that have front-line workers sleeping on floors, this airline must course-correct before it falls even further behind,” Julie Hedrick, president of the Association of Professional Flight Attendants, said in a press release.

“This level of failure begins at the very top, with CEO Robert Isom,” she added.

The vote of no confidence from the AFPA comes as the airline has been pilloried by analysts and employees for its failure to increase reliability and its treatment of employees.

WFAA-TV reported that American Airlines directed reporters to a statement from Isom on an investor call last month, wherein he said that multi-year efforts are poised to deliver an improved, consistent customer experience and to maximize its network and fleet, with expectations that recent changes will “bear fruit” in 2026.

For its part, the Allied Pilots Association on Friday sent a letter to American’s board of directors calling for the company to reform its practices and better plan for the future.

“Our airline is on an underperforming path and has failed to define an identity or a strategy to correct course,” the union said in the letter. “Copying competitors’ initiatives and reactive repairs to the mistakes of the past is not a strategy that closes the gap between American and our premium competitors, Delta Air Lines and United Airlines.”

Caracas, January 30, 2026 (venezuelanalysis.com) – Venezuelan Acting President, Delcy Rodríguez, welcomed the “lifting of restrictions on the country’s commercial airspace”, which had been in place since last November, following talks with the US government.

Speaking at a rally on Thursday, Rodríguez said she received a phone call from US President Donald Trump and Secretary of State Marco Rubio to address the issue as part of a “working agenda” between the two countries that includes the resumption of diplomatic relations.

“Let all the airlines that need to come, come. Let all the investors that need to come, come”, Rodríguez said. She assumed office following the kidnapping of President Nicolás Maduro and his wife, Cilia Flores, amid the January 3 US attacks.

Earlier in the day, Trump ordered the reopening of “all Venezuelan airspace” to commercial flights, stating that US citizens would be able to travel safely and that Venezuelans wishing to return—either permanently or temporarily—would also be able to do so.

Trump ordered Secretary of Transportation Sean Duffy and other officials, including military commanders, to ensure the reopening was “immediate.”

Trump went on to describe the exchange with his Venezuelan counterpart as “highly positive,” emphasizing that “relations have been very solid and very good.” He further sought to reassure international travelers by stressing that they would be safe while in Venezuelan territory.

Following the announcements, the US Federal Aviation Administration confirmed that it had removed four Notices to Airmen (NOTAM) in the Caribbean region, including one related to Venezuela. “They were issued as a precautionary measure and are no longer necessary”, the agency argued.

Likewise on Thursday, American Airlines announced its intention to resume daily direct flights between the United States and Venezuela, becoming the first US airline to take such a step.

The company, which began operations in Venezuela in 1987, stated that the resumption of the route would be subject to approval by both US and Venezuelan authorities, as well as the corresponding security assessments.

American Airlines Chief Commercial Officer Nat Pieper said the company was eager to offer its customers the opportunity to reunite with family members and to generate new business and trade opportunities with the United States.

Direct flights between the two countries were suspended in 2019, the same year diplomatic relations between Washington and Caracas were severed after the US recognized Juan Guaidó as Venezuela’s interim president.

Last November, Trump declared that Venezuela’s airspace should be considered “completely closed.” A flurry of NOTAM warnings led international airlines to suspend their connections to the Caribbean country. Caracas withdrew licenses from several companies, including TAP, Iberia and Turkish Airlines.

On January 13, Panama’s Copa Airlines announced the resumption of flights to and from Caracas.

Embassy reopening in the works

Secretary of State Marco Rubio said on Wednesday during a Senate hearing that he expects the United States to reestablish a diplomatic presence in Venezuela in the near future. “We have a team there evaluating it, and I think we’ll be able to open a diplomatic presence soon,” he said.

Rubio argued that such a presence would allow Washington to “have real-time information and interact not only with government officials but also with members of civil society and the opposition.”

Laura Dogu has so far been appointed to lead the diplomatic mission from the Venezuela Affairs Unit in Bogotá, Colombia. According to CNN, the CIA is looking to establish a “foothold” in the South American country that may preced the formal arrival of US diplomats.

For her part, Rodríguez has defended her administration’s diplomatic engagement with the United States, while also urging Venezuelan political sectors to resolve their differences and internal conflicts without “orders from Washington.”

Edited by Ricardo Vaz in Caracas.