Aurigny and Singapore Airlines take the honours

By | Category: Travel tips & opinions

Each year the readers of Which? are asked about their recent experiences of flying with an airline from the UK. From this a customer score is derived based on a combination of overall satisfaction and the likelihood of recommending the airline to a friend.

Before discussing the results, it has to be pointed out that Which? members are not representative of the UK public as a whole and that the results are not necessarily accurate. The other thing that should be mentioned is that the survey was undertaken during September and October 2017 which is when Ryanair was appearing in the press for cancelling flights. This may have biased some responses as news coverage often does.

Having said that, Aurigny Airlines, the small Channels Islands based airline which links the islands with the UK and parts of France was a clear leader in the short haul category garnering an overall score of 80% and four-star ratings for boarding, cabin environment and customer service. In the long haul group, Singapore Airlines did even better getting a score of 88%.

Second to Aurigny was Jet 2 followed by Norwegian, Aer Lingus, Swiss and Air Malta. But Aurigny had a very small sample size as did Air Malta meaning that, statistically, the error margin would be higher than if the responders numbered in their hundreds.

Second to Singapore Airlines (here the sample size was over twice as many as Aurigny achieved) was Emirates with third place going to Qatar Airlines, fourth to Cathay Pacific and fifth was Virgin Atlantic.

In the short haul category, easyJet came in at 11th, Flybe at 12th, Thomson Airlines (now TUI) at 14th, Thomas Cook at 17th, British airways at 18th, Ryanair at 19th and Vueling at 20th.

When considering just the long haul performance of the same airlines, Thomas Cook won over Thomson by coming in at 12th to Thomson’s 13th with British Airways at 15th.

Readers will notice that some airlines haven’t been mentioned.  BMI Regional, Eastern and Loganair did not appear presumably because there were insufficient responses. Which? only included those airlines which had thirty mentions from their members

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