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Ryanair comes bottom of Which? satisfaction survey for sixth consecutive year

Ryanair comes bottom of Which? satisfaction survey for sixth consecutive year

Ryanair has finished bottom of the Which? Travel annual airline survey for the sixth consecutive year.

In the consumer champion’s annual short-haul airline survey, passengers gave the budget carrier the lowest possible rating for boarding, seat comfort, food and drink, and cabin environment.

This meant the carrier was left with a dismal overall customer score of 40 per cent.

Ryanair’s reputation has declined so much that thousands of respondents told the consumer champion that they would never again fly Ryanair, even if it was cheaper than its rivals.

Of those who said there was one airline with which they’d never travel, 70 per cent named Ryanair – no other airline came close.


Ryanair ruined the holiday plans of thousands of people in 2018 by cancelling flights and then refusing to pay its passengers compensation – resulting in the Civil Aviation Authority taking enforcement action.

The airline made £1.75 billion last year from ‘extras’ – 28 per cent of its revenue.

Assigned seating on the airline can cost up to £30 each for a return journey, priority boarding, which includes a wheelie cabin case, costs an extra £12 and the cost of checking in extra luggage can also be significant.

In 2017, British Airways promised improvements after scoring just 52 per cent in Which?’s short-haul rankings and 50 per cent for its long-haul services.

EasyJet managed a better customer score than both Ryanair and BA, coming in the middle of the rankings with 63 per cent – getting customers from A to B without too much drama for not much money.

At the other end of the scale, Jet2 impressed passengers with its service, seats and boarding and earned a customer score of 75 per cent.

Rory Boland, Which? Travel editor, said: “Airfares might seem to be getting cheaper, but only if you don’t fancy sitting with your family and children or taking even a small cabin bag on-board.

“Increasingly you need a calculator to work out what the final bill will be, especially with Ryanair.

“It has spent the last two years cancelling thousands of flights, ruining hundreds of thousands of holidays and flouting the rules on compensation as well.

“The results of our survey show passengers are fed up.”