Air New Zealand tops UK satisfaction poll
The latest Which? UK airlines satisfaction survey has named Air New Zealand its winner in the long haul category, followed by Singapore Airlines and Emirates.
Air New Zealand scored an 86% satisfaction rating, narrowly ahead of Singapore Airlines (85%), and Emirates (83%).
Next best were Thai Airways International (76%), Cathay Pacific (75%), Qantas (69%) and Virgin Atlantic (67%).
British Airways, with a score of 58%, finished in 11th place, equal with KLM and ahead of American Airlines.
Bottom of the satisfaction table was South African Airways (37%) followed by United Airlines (45%).
Airlines were judged for value for money, checked in baggage allowance, cleanliness (aircraft interior and toilets), legroom, food and beverages and inflight entertainment.
Some observations of the results: Air Canada was judged poor value for money; THAI scored badly for its inflight entertainment and US airlines Delta, Continental, American and United were all poorly rated for leg room.
In the battle of the no-frills giants, Easyjet did significantly better than Ryanair. The Irish airline only narrowly missed out on last place “thanks to a truly abysmal showing from Thomas Cook Airlines”, said Which?
In the short haul category, Swiss finished ahead of Aer Lingus and Air Malta.
Rochelle Turner, head of research for Which? Holiday, said: ‘Flying with a good-quality airline, such as Swiss or Air New Zealand, can really make a difference to your holiday.
"No one wants their trip abroad to start in a cramped or dirty plane.
“Our rigorous research shows that while the cost of flights is important to customers, it’s things like friendly cabin staff and reasonable luggage allowances that leave a lasting impression.
Sample sizes: Air New Zealand (61), Singapore Airlines (78), Emirates (165), Thai Airways International (55), Cathay Pacific (44), Qantas (73), Virgin Atlantic (403), Delta Airlines (43), Air Canada (81), Continental (77) British Airways (648), KLM (55), American Airlines (97), Thomson Airways/First Choice (80), Thomas Cook Airlines (95), United Airlines
Ian Jarrett
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