In a recent survey conducted by UK consumer advocate Which?, the world’s worst airlines have been exposed, with a budget airline clinching the dubious honour.

For the second consecutive year, a European carrier has earned the title of the worst airline globally, as voted by passengers. Wizz Air, a Hungarian-based budget airline, has garnered the unfortunate distinction, according to the survey encompassing feedback from over 10,000 flights predominantly used by British travelers.

British Airways, a prominent name in the aviation industry, surprisingly found itself among the ‘worst’ for both long and short-haul travel, securing the 14th and 15th positions, respectively, out of 17 carriers.

Customer service

The survey, which gauged travelers’ experiences over the past year, evaluated airlines based on criteria such as customer service, value for money, seat comfort, and food and drink quality.

Wizz Air faced severe criticism for its dismal performance in various aspects, including delays and subpar customer service.

One passenger lamented the airline’s communication difficulties when seeking assistance, dubbing it “impossible” to reach.

@wizzair what is happening on my flight !! The man in picture standing had pulled on the fire emergency whilst taxing on the runway. #W95730 pic.twitter.com/x9jsOuvV20

— Shazad (@ShazadShah96) February 23, 2024

Scoring merely one out of five stars for customer service and no more than two stars in any other category, Wizz Air was denoted as the lowest-scoring airline.

The report highlighted dissatisfaction among customers, with 44% reporting encountering some form of problem during their Wizz Air flights.

Budget carrier

In stark contrast, Jet2.com, a UK budget carrier, claimed the top spot in the ‘best short-haul economy airlines’ category, followed closely by Icelandair, Norwegian, Turkish Airlines, and Longanair.

Surprisingly, Qantas was the sole Australian carrier to make it to the list, securing the fifth position in the ‘best long-haul economy airlines’ category.

Despite receiving commendable ratings in various categories such as customer service, seat comfort, and value for money, Qantas lagged in punctuality, with only 43% of its flights recorded as on time.

The best

Singapore Airlines emerged as the leader in the ‘best long-haul economy airlines’ category, closely trailed by Emirates, Virgin Atlantic, and Qatar Airways.

Notably, Emirates garnered praise for its punctuality, with three-quarters of its flights arriving within 15 minutes of the scheduled time.

Meanwhile, British Airways faced criticism across the board, ranking low in each category.

Experts suggest that British Airways’ struggle to maintain standards while competing with low-cost carriers has led to a decline in customer satisfaction.

With these revelations, the aviation industry faces scrutiny over service quality, punctuality, and overall customer experience, underscoring the importance of continual improvement to meet travelers’ expectations.