Hidden Costs Push Budget Airlines Down Passenger Rankings
Ryanair and Wizz Air have ranked among the lowest-rated airlines in a new customer satisfaction survey released by UK consumer group Which?. Based on feedback from more than 5,500 passengers, the annual study points to growing dissatisfaction with additional charges added during booking. Researchers noted that once extras are included, low headline fares do not always translate into cheaper journeys.
Ryanair placed last among short-haul airlines with a customer score of 55%. Passengers gave low ratings for boarding, customer service, booking experience and cabin comfort, while seat comfort received just one star. More than a third of respondents reported disruptions or issues during their trip. Wizz Air also finished near the bottom with 59%, with recurring criticism linked to communication during delays and overall service consistency.
“Many other passengers fly with them because of the enticingly low headline fares. But ridiculously expensive charges for baggage and other add-ons mean they are no longer guaranteed to be the cheapest option."
easyJet achieved a mid-table result with 67%, supported by improved punctuality and fewer cancellations compared with previous years. Even so, customer feedback highlighted continued concerns around comfort and onboard experience. Which? also found that baggage fees frequently appear late in the booking process, making it difficult to calculate the real ticket price before payment — a factor increasingly shaping airline comparisons.
Short-Haul Airlines Rated Highest by Passengers
- Jet2 – 76% customer score
- Lufthansa – 73%
- Norwegian – 73%
- British Airways – 72%
- KLM – 72%
- TUI – 72%
- Aer Lingus – 71%
- Air France – 69%
Jet2 led the ranking thanks to strong reliability and fewer last-minute cancellations. Several higher-scoring airlines were also noted for clearer fare structures and more consistent service across the journey.
Many passengers now look beyond the advertised fare when choosing a flight. Extra charges, unclear booking steps and last-minute surprises can quickly change how an airline is perceived. Airlines that keep prices easy to understand and communication straightforward are often remembered more positively when people decide who to fly with next time.
