Survey: British Airways Is The Worst Airlines For Customer Experience; The Best Is…

Will the flag carrier heed the call to restore trust and reclaim its former glory?

by Mallika Khurana
Survey: British Airways Is The Worst Airlines For Customer Experience; The Best Is…

In a recent survey conducted by Which?, British Airways, the pride of the UK’s aviation industry, has found itself among the lowest-ranking airlines in terms of customer satisfaction. The findings have sent shockwaves through the travel community, revealing glaring shortcomings in the flagship carrier’s services. With a dismal customer score of 59% for long-haul flights, British Airways finds itself in the undesirable company of some of its worst performers. 

British Airways Rated Among Worst Airlines

british airways
Photo Credits: Canva

The survey analysed 17 carriers and highlighted BA’s shortcomings in various aspects of the flying experience. According to Sky News, in key categories, the airline only received two stars out of five. It cites issues with boarding and a perceived lack of value for the money. With a customer score of 56%, British Airways performed only slightly better for short-haul flights, ranking fifth out of 22 airlines surveyed. The data also highlights a rising discontent among travellers and presents a dismal image of the airline’s level of service.

On the other hand, some airlines, like Singapore Airlines and, are praised as models of customer satisfaction for long- and short-haul travel, respectively. Their stellar performance serves as a stark contrast to British Airways’ disappointing showing.

But British Airways is not the only airline plunging to all-time lows in customer discontent. Alongside British Airways, other significant airlines like Lufthansa, Air Canada, and American Airlines are also sharing the questionable distinction.

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BA Spokesperson Came In Defence

Photo Credits: Canva

Responding to the survey, Rory Boland, editor of Which? Travel minced no words in expressing disappointment. According to Sky News, he stated, “The bare minimum passengers should expect in return for their hard-earned cash is a reliable service, with friendly, easy-to-access customer support when they are let down.” In defence, a spokesperson for British Airways expressed regret for any inconvenience faced by passengers.

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The findings of the survey serve as a wake-up call for the aviation industry, highlighting the pressing need for airlines to prioritise customer satisfaction. Travellers have a right to expect an equally high standard of service as airfares continue to soar to all-time highs. Failing to live up to these expectations runs the risk of further eroding trust and loyalty.

The gauntlet has been thrown down, challenging airlines to rise.

Cover Image Courtesy: Canva

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