In a recent poll conducted by leading consumer group Which?, Wizz Air has been ranked as the worst performing airline for customer service. The survey, which included approximately 1,000 adults, evaluated airlines across eight areas of customer service, including the ease of finding a contact number, the response time to inquiries, and the effectiveness of issue resolution. Wizz Air received a net satisfaction score of +13, the lowest among all airlines surveyed.
More than half of those surveyed reported experiencing at least one problem with Wizz Air’s customer services, with 20% stating that the company never responded to their emails. Additionally, 10% of respondents reported having their calls disconnected after waiting for a long time in the queue. This news comes shortly after Wizz Air was named the worst airline for UK flight delays for the third consecutive year, based on analysis of Civil Aviation Authority (CAA) data.
According to the Which? poll conducted in May, the second-worst airline for customer service was Ryanair, with a score of +28. British Airways (BA) ranked third from the bottom with a score of +46, although it did receive an above-average score for issue resolution.
Representatives from the airlines mentioned in the survey have responded to the findings, with Wizz Air calling the report “inaccurate, unrepresentative, and misleading.” Ryanair dismissed the survey as “fake,” while BA stated that it was not “representative or credible.”
On the other hand, the top-performing airline according to the poll was Jet2, with a customer satisfaction score of +81. Rocio Concha, a director at Which?, expressed her concerns regarding the state of customer service in the airline industry, stating, “Travellers are currently facing some of the highest-ever fares, but our latest survey shows the standards of customer service of some airlines to be very poor.”
She also called for the government to give the CAA stronger powers, including direct fining powers, to hold airlines accountable for failing to comply with consumer protection laws.
Wizz Air UK’s managing director, Marion Geoffroy, responded to the survey, stating, “We do not accept the findings of this report, which are inaccurate, unrepresentative, and misleading.” She pointed out that the survey only included 68 Wizz Air customers, which is less than 0.001% of their UK customer base of 12.3 million passengers.
Geoffroy also highlighted the airline’s commitment to improving customer service, with over £90 million invested in the past few years. She stated, “We are serious about constantly improving and providing great customer service. We made a public commitment to our customers in 2023 to improve Wizz Air’s operations and set ourselves clear targets.”
A spokesperson for Ryanair also responded to the survey, stating, “This is another fake Which? survey using a tiny sample… (only 130 of which claimed to be Ryanair passengers) which produces more fake news for Which?.” They also mentioned that almost 200 million passengers choose to fly with Ryanair each year, citing their lower fares and quality of service.
BA also expressed their disappointment with the survey, stating, “It’s disappointing that this survey, which is not a representative or credible sample of our customers, is being presented as such.” They emphasized their continuous efforts to improve customer service, including the addition of customer representatives and investment in new systems.
