UK passengers have named Wizz Air the worst short-haul airline. Passengers surveyed by consumer group Which? gave the Hungary-based carrier one star out of five for boarding experience, cabin environment and seat comfort.
The difference between two rows in standard economy on the budget airline is 28 inches, which is two inches smaller than Ryanair. No more than two stars were awarded in any of the remaining categories, including value for money and cleanliness.
Wizz Air operates short-haul flights from eight UK airports, including Birmingham, Gatwick and Luton. The airline’s overall customer score of 48% put it at the bottom of the ranking, below Ryanair at 52%, Eurowings at 53% and British Airways at 56%.
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A total of 8,046 UK adults were surveyed by Which? in October 2022 about their experiences of flying in the previous two years. Customer scores for airlines were calculated from a combination of travellers’ overall satisfaction and their likelihood to recommend.
A Wizz Air spokesman said: “At Wizz Air, we do everything possible to ensure that passengers reach their destination on time and with minimal delay. Wizz Air operates a fleet of brand new, state-of-the-art Airbus aircraft, with an average age of 4.6 years, which offer passengers comfort, space and modern interiors.
“The A321neo features the widest single-aisle cabin configuration with 239 18-inch-wide seats. Every aircraft is cleaned after each flight and deep cleaned every night.”
In December, the Civil Aviation Authority said it has “significant concerns” about Wizz Air’s “unacceptable” behaviour as its passengers were far more likely to make escalated complaints than those of other carriers. It was also found by the regulator that the airline was delaying paying money owed to passengers.
Jet2.com had the highest score of 80% in the Which? research, ahead of Turkish Airlines at 78%, and received the Which? Recommended Provider 2023 badge. Steve Heapy, CEO of Jet2.com and Jet2holidays, said: “We are extremely proud to be the only (UK Based Airline) short-haul airline to receive Which? Recommended Provider status and to be repeatedly recognised for the way we look after customers and independent travel agents.
"This coveted badge from the UK’s consumer champion demonstrates how our standards of customer care exceed other short-haul airlines. There is no better testament for our VIP customer service than this recognition, and it is a true reflection of the hard work and dedication of our brilliant colleagues who go above and beyond to look after customers.
"We are confident that this recognition is something that customers and independent travel agents will strongly consider when booking that much-deserved holiday this year, as they know they can trust and rely on us when it comes to going the extra mile.”
Speaking of the survey, Which? Travel editor Rory Boland said: “Travellers have had a torrid time in recent years, with last-minute delays and cancellations an unacceptably common occurrence. While airlines like Jet2.com have distinguished themselves by offering flyers excellent customer care and a reliable service, too many of their competitors continually fail to measure up.
“If alternative carriers are available for your route, avoid Wizz Air, as its poor record on customer care means you’re likely to be left high and dry in the event your flight is delayed or cancelled.”
However, one airline feels that the survey did not accurately represent the views of its customers. A British Airways spokesman said: “We don’t feel this small survey, conducted during one of the most challenging periods in global aviation, accurately represents the views of the tens of millions of customers who’ve chosen to fly with us over the same period.
“While we don’t claim to get everything right every time, we continue to be recognised for the service we offer. Our customers tell us they appreciate being able to choose from a range of cabins, flying to and from central airports at convenient times of the day, plus our investment in new aircraft, new seating, wifi, new menus, the complimentary snacks and water we offer in our short-haul economy cabin, and the most generous hand baggage allowance of any UK airline.”
Ryanair and Eurowings did not provide a response.
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