Overview
- Which? surveyed 5,518 UK economy passengers over the 12 months to November 2025, rating booking, boarding, customer service, seat comfort and value; Ryanair placed last for short haul with a 55% score and one star for seat comfort.
- Jet2 topped short haul with 76% and strong marks for booking, customer service and value, while Singapore Airlines led long haul with an 81% overall score.
- Ryanair rejected the results as “made-up” and pointed to 208 million annual passengers, while Wizz Air criticised a 259-person subsample and easyJet argued the unweighted survey is not representative.
- Respondents cited frustration with add-on fees, cramped seating and cabin cleanliness, as airlines expand ancillary revenues, including Ryanair’s £2.5bn in six months and an industry estimate of $157bn last year.
- Operational data offered counterpoints, with Wizz Air highlighting a 99.7% UK flight completion rate and improved punctuality, British Airways reporting better on-time performance, and Jet2 cancelling far fewer flights at the last minute.