Turbulent year for BA as airline lands third from bottom

Aviation: Satisfaction survey ranks Ryanair last

British Airways has slumped to third from bottom in an annual survey of short-haul airlines.

The carrier achieved a customer score of just 52% in research by consumer group Which?, down from 67% in 2016.

In a year when BA ended free catering in short-haul economy it was given just two stars for food and drink. The same poor rating was given for seat comfort and value for money.

Ryanair came joint last with Vueling – owned by BA’s parent company IAG – with a score of 45%.

BA was also the third worst long-haul carrier, with its score dropping from 60% in 2016 to 50%.

Some 75,000 BA passengers had their flights cancelled following an IT failure during a bank holiday weekend in May.

United Airlines was ranked the worst long-haul airline (39%), followed by American Airlines (46%).

Rory Boland of Which? said: “BA’s poor customer satisfaction shows it clearly needs to step up its game in a year that has been beset with problems.

“From the food and drink on offer to the poor value for money of the journey itself, the airline has a lot of work to do to improve the experience that passengers associate with the airline.”

The research was based on responses from 11,625 passengers who had flown from the UK.

A BA spokesman said: “British Airways is a premium airline committed to customer choice.

“We offer customers the biggest network from London’s most central airports, a loyalty programme with huge benefits and the best punctuality record of the three big short-haul operators from the capital.

“We also give our growing numbers of customers a wide choice of fares and services.”

Top spot in the shorthaul table went to Aurigny Air Services (80%), with the Channel Islands carrier gaining four stars from passengers for its boarding process, cabin environment and customer service.

Singapore Airlines (88%) was ranked number one for long-haul flights.

“BA needs to step up its game in a year beset with problems”