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Which? best and worst airlines
December 16th, 2013 by elisa

Thomas Cook Airlines plane picture by Flickr user Andy_Mitchell_UK

Thomas Cook Airlines plane picture by Flickr user Andy_Mitchell_UK

The latest Which? poll reveals the best and worst airlines of the year. Thomas Cook Airlines sits at the bottom of the list as the worst short-haul airline, closely followed by Ryanair.

Ryanair scored only 32% in a customer rating, 2% worse than last year. However, it has recently announced improvements to its service for 2014, including allocated seating and lower baggage fees.

Thomas Cook scored the same 36% customer rating as last year, keeping it as one of the lowest scorers for the last three years. The airline’s CEO Christoph Debus hit back at the results, claiming that they are in complete contrast to the airline’s own customer feedback results.

“From our own survey – which takes the views of over 900 times more of our customers than the Which? report – we have customer satisfaction scores of 87% rating their flight as either excellent or good for their holiday this summer,” he said.

“This is set to increase as we improve our fleet further – we’ve very recently taken delivery of the first of many brand new Airbus A321 and a new A330, which are already taking short and long haul customers on holiday, By 2016, we will have replaced 50 per cent of our UK fleet and for the rest the cabins will be completely renewed.

“It’s impossible to see how this survey offers consumers a like-for-like comparison when Which? is comparing airlines with completely different product offerings that appeal to completely different customers – including, for our package holiday customers, where the priority is getting them to their holiday on time.”

Top of the Which? poll for short-haul, with a score of 87%, is Guernsey-based Aurigny Air. Swiss came second with 82%, and Norwegian third with 79%.

Joint top of the long-haul airlines came Air New Zealand and Singapore Airlines, both with 87% and consistently high-ranking over the last few years.

 


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