A new customer satisfaction survey from UK consumer group Which? suggests that the era of unquestioned budget flight dominance may be fading.
Based on feedback from more than 5,500 travelers, the annual ranking places Ryanair at the very bottom of the short-haul table and Wizz Air close behind. The findings point to mounting dissatisfaction over comfort, communication, and the real cost of supposedly low fares.
Ryanair and Wizz Air Fall to the Bottom
Ryanair recorded the lowest short-haul score in the survey, with a customer rating of 55%. The airline received two stars for booking, boarding, customer service, and cabin environment, and just one star for seat comfort. Passenger feedback reflected frustration with the onboard experience. One traveler commented that “the plane is dirty and the seats are awful”.
Although Ryanair positions itself as a low-cost leader, it achieved only three stars for value for money, behind several competitors in the same category. One respondent summarized the sentiment clearly: “It is billed as a budget airline but they make money from extras which far outweigh price savings on other flight companies.” According to the survey, more than a third of Ryanair passengers said something went wrong during their journey.
Wizz Air also ranked near the bottom, scoring 59%. The airline earned two stars in most categories and three stars for value for money. However, passengers frequently cited weak customer service and poor communication during delays. One respondent described Wizz Air as “consistently terrible and overpriced”.
Add-On Fees Undermine the Budget Model
Which? said the results reflect a broader shift in traveler expectations, noting that the rankings come “as the penny drops for passengers that add-on fees mean budget carriers are no longer always the cheapest option”. The group has repeatedly highlighted how headline fares can rise significantly once cabin baggage and seat selection are added, with full costs often becoming clear only late in the booking process.
Which? Travel editor Rory Boland issued a blunt warning: “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.”
easyJet performed slightly better with a 67% overall score and improved punctuality in recent years, but it also received only two stars for customer service, seat comfort, and cabin environment.
Jet2 and Singapore Airlines Lead the Rankings
At the top of the short-haul table was Jet2, scoring 76% and standing out for reliability. The airline earned four stars for booking, customer service, and value for money, and it canceled fewer flights at the last minute than many rivals. More than three-quarters of Jet2 passengers reported no problems with their flight, compared with 63% for Ryanair.
In the long-haul category, Singapore Airlines achieved the highest score at 81%, earning five stars for cabin environment and customer service. One traveler noted: “Cabin staff were very kind and accommodating. Food was excellent and the whole cabin environment was comfortable.” Emirates also ranked highly, praised for comfort and service, with one passenger saying, “It felt like I was flying first class, even though I booked economy.”
The results suggest that while low fares continue to attract travelers, transparency, reliability, and comfort are increasingly shaping how airlines are judged.
