Ryanair voted worst short-haul airline

John Fitzsimons
by Lovemoney Staff John Fitzsimons on 20 December 2012  |  Comments 9 comments

Budget airline Ryanair has finished bottom in a study of short-haul airlines by Which?

Ryanair voted worst short-haul airline

A survey by Which? Travel has seen Ryanair voted the worst short-haul airline in Europe.

Sixteen airlines were given scores out of five across a range of categories including the check-in process, seat allocation, baggage allocation and value for money.

And Ryanair came rock bottom with a score of just 34%.

Here's how the 16 airlines fared, with a selection of their scores:

Airline

Baggage allowance

Boarding arrangements

Cabin environment

Airline staff

Value for money

Customer score

Swiss International

5

5

4

5

4

82%

Turkish Airlines

5

4

4

4

4

78%

Lufthansa

5

4

4

4

3

75%

Aer Lingus

3

4

4

4

3

74%

KLM

5

4

4

4

3

67%

British Airways

5

4

4

4

3

67%

SAS Scandinavian Airlines

5

4

4

4

3

65%

TAP Portugal

5

3

4

4

3

64%

Air Malta

4

4

3

4

3

62%

Jet2.com

4

3

3

4

3

61%

FlyBe

3

4

4

4

3

59%

EasyJet

2

2

3

3

3

54%

Monarch

3

3

2

3

2

47%

Thomson Airways

3

3

2

3

2

45%

Thomas Cook Airlines

2

3

1

3

2

36%

Ryanair

1

1

2

2

2

34%

Swiss topped the poll for the third straight year. It flies from London, Manchester and Birmingham to destinations such as Geneva and Zurich.

Ryanair complaints

Which? said it had received many complaints about Ryanair this year, particularly on the subject of added fees for paying by credit card or for reserving a seat. Other people claimed they were automatically opted into additional products (such as insurance) that they didn't want.

The budget airline has once again had a controversial year. It launched a mobile phone app to allow passengers to book on the go, yet while rivals offered similar apps for free, Ryanair's came with a £2.49 fee. Read Ryanair charging £2.49 for booking app.

And then in November Ryanair installed new credit card and admin charges, blaming the Office of Fair Trading. Check out Ryanair imposes new credit card and admin charges for more on this.

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Comments (9)

  • JOHN MAXWELL
    Love rating 56
    JOHN MAXWELL said

    i have always had the utmost respect for which? and their independent, objective testing of products and services but i don't see this survey as being of any use. customer satisfaction is a very subjective issue with acceptance levels varying dramatically from one person to another. the only objective method for measurement of an airline is the average % seat occupancy.

    Report on 21 December 2012  |  Love thisLove  0 loves
  • Meanmachine2
    Love rating 39
    Meanmachine2 said

    Having flown with Easyjet, Monarch And Flybe this year I would comment as follows.

    Easyjet hell on wings. Monarch OK for people with no legs and dont mind sitting for three hours on seats as hard as concrete. FlyBe comfy seats with legroom.

    Report on 21 December 2012  |  Love thisLove  0 loves
  • george19a
    Love rating 28
    george19a said

    I spent some time recording my thoughts about Ryanair & Mr Michael O'leary, but on the presumption that Lovemoney would like as not refuse to print it I decided not to bother. In any event Ryanair have never taken any notice of what the paying customer has to say so why would they start now!!!

    Report on 21 December 2012  |  Love thisLove  1 love
  • george19a
    Love rating 28
    george19a said

    PS - Isn't Wizz Air (Hungarian Airlines) a short haul carrier? I have used them and quite good too, for flights to Warsaw & Budapest

    Report on 21 December 2012  |  Love thisLove  0 loves
  • rojbalc
    Love rating 10
    rojbalc said

    @John Maxwell - that's not entirely true. Seat occupancy as a single measure is flawed, as I might strongly dislike the airline but be "forced" to fly with them if I have no other convenient options. Also, the airline could offer all its seats for free, so it would have a high average occupancy rate, but would probably not last very long as a business.

    If you want to measure quality of the airline (how well it delivers what the customer needs), then customer satisfaction is fine, providing you have a representative set of customers and cover all the most important categories to question them on.

    If you want to measure efficiency (effort with which services are delivered), you might use a ratio of operating costs to revenue.

    As an overall measure you could use EBITDA or operating free cash flow.

    Apologies for the pedantry, but often only one side of the story is presented - whether intentional or not.

    Report on 21 December 2012  |  Love thisLove  0 loves
  • electricblue
    Love rating 769
    electricblue said

    Ryanair do have very new planes with leather seats and reasonable leg-room so I cannot understand their 'Cabin environment' rating. I recently flew Ryanair from Manchester to Hahn in Germany and aside from Ryanair ground staff being a tad patronising (but I've flown to the States plenty of times and they are masters at patronising), the only issue I had was with the security staff at Hahn who were a bunch of noxious cretins with notions of their own importance far beyond what was warranted for a flight within Europe from their piddling little airport.

    Report on 21 December 2012  |  Love thisLove  0 loves
  • finnol49
    Love rating 27
    finnol49 said

    I no longer consider EasyJet as a budget airline; some of their SINGLE fares on flights of 3 hours duration or less are over £300 per person. Just a sniff of proximity to a school holiday, & their fares triple or quadruple. Unpleasant & gouging though they may be, Ryanair are still the cheapest. Given a choice, Monarch every time.

    Report on 21 December 2012  |  Love thisLove  0 loves
  • oldhenry
    Love rating 343
    oldhenry said

    Ryanair make profits so are in business. They will always cut dowe on any costs and increase revenue wherever possible until the traveller backs off and uses someone else. So it is in your hands to change Ryanair's attitude.

    Sadly, most people are so poor at maths they do not know what they are paying , in total, when booking seats. They see the headline and jump at it.

    Get your spreadsheet ready and get checking the web sites, have a column for each and every add-on that Ryan charge the see the total as compared to the opposition. If they are still the cheapest you will only have to put up with their rude staff.

    I reckon US airlines are a rip-off too. I use KLM/Virgin to the USA and find them comfortable and efficient with good food and specialist diets.

    Report on 21 December 2012  |  Love thisLove  0 loves
  • AbogadoNZ
    Love rating 3
    AbogadoNZ said

    Quite why anyone uses RyanAir remains a one of life's mysteries. The prices do not reflect what you pay, the charges for credit card use and booking fees have no connection to cost and O'Leary insults his customers. Don't give him the oxygen of publicity which he craves.

    Report on 22 December 2012  |  Love thisLove  0 loves

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