Airlines ranked best and worst for customer service
Virgin Atlantic is the top UK airline for overall customer service, according to a new survey.
AirHelp ranked 78 of the world’s airlines based on their performance this summer.
The company, which assists passengers claiming compensation for flight delays, scored each one based on their quality and service, on-time performance and on how they dealt with claims under EU 261.
Qatar Airways came first overall, scoring 8.7, and Virgin came sixth with a score of 8.2. It was one of only a few carriers to increase its score over the previous year, nudging up 0.7 points.
Virgin scored 8 for quality and service, 8.2 for punctuality and 8.5 for claims processing.
British Airways came 14th with a score of 7.7, down 0.3 points. It’s worse score was 6.8 for punctuality. Flybe came 21st but it was considered one of the best for claims processing, scoring 9.1.
EasyJet came a lowly 62nd, scoring only 6 for quality and service, 6.8 for punctuality and a poor 5.7 for claims processing. Its overall score slipped 0.7 points year on year.
Air Dolomiti of Italy, Austrian Airlines, Singapore Airlines and KLM joined Qatar to complete the top five.
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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