Ryanair named the UK’s worst airline for sixth year in the row

Ryanair has been named the UK’s worst airline for the sixth year in a row in Which? Travel‘s annual airline survey.

The budget carrier came last with an overall score of 40 per cent, in the survey which asked thousands of members to rate airlines across factors such as seat comfort, food and drink, cabin environment, customer service and value for money.

Thomas Cook Airlines and Wizz Air also didn’t fare particularly well with overall scores of 52 per cent and 54 per cent respectively.

In fact, Wizz Air shared a two-star rating for customer service alongside Ryanair and Vueling.

Out of the respondents who were asked if there was one airline with which they would never travel, 70 per cent named Ryanair.

2018 saw Ryanair facing a series of strikes, including Europe-wide cabin crew industrial action which affected a host of other airlines as well.

The airline has refused to pay out compensation following the Europe-wide action, arguing that because it wasn’t solely their staff striking the industrial action counts as an ‘extraordinary circumstance’, and therefore it does not have to pay out.

However, the Civil Aviation Authority has since argued that passengers ARE owed compensation, and announced plans to pursue enforcement action against the carrier.  Ryanair responded, insisting it does not owe compensation.

One big change for passengers came in the form of the airline’s new cabin bag policy in January 2018, which it subsequently changed in November 2018 after the original policy caused delays at the gate.

Under the new rules, non-priority ticket holders have to pay extra to bring a second bag into the cabin. 

You can either pay £8 for a bag of up to 10kg, or £6 for priority boarding (£8 if you add this to your booking later).

It is good news for those planning to check in a second bag though as they can now choose the 10kg bag as an alternative to the usual £20kg bag costing £25.


Which? Travel says Ryanair responded to the survey results, denying it had experienced significant problems as a result of the 2018 strikes, arguing that 90 per cent of schedules remained operational on strike days. It also said that ‘it delivers industry-leading customer service’ and claimed that its bag policy has been ‘simplified’ by recent changes.

It claimed that decreased punctuality in 2018 was largely due to Air Traffic Control strikes and added: “We’ve invested heavily in delivering on-time departures.” It insists that passengers will continue to book with Ryanair as ‘having the lowest prices wins every time’.

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