Ryanair Holdings PLC (LSE:RYA) was ranked as the worst short-haul airline by Which?, the consumer rights organisation, scoring extremely low on its handling customer refunds and airline disruptions.
The survey was split into two parts, with more than 1,300 passengers questioned on flight experience, such as customer service and value for money, and 1,100 surveyed for how an airline dealt with disruptions.
Ryanair scored 55% and 47% respectively in the two parts, with a fifth of customers saying they had to wait a month to get a refund.
One customer said: “Ryanair is the most awkward airline to deal with that I have ever come across. It seems to be proud of being difficult.”
Nearly 75% of customers said they would not fly with Ryanair when asked if there was an airline they would never consider.
British Airways finished second bottom, although it scored much lower than Ryanair on refund satisfaction.
Which? found that passengers would spend hours on hold, passed between departments before being hung up on.
Its poor customer service, along with a two-star rating for food and drink, seat comfort and value for money led to one customer describing it as a “budget style airline at premium prices.”
Jet2 ranked top of the table, with 84% of respondents satisfied with how Covid disrupted flights were handled, with most passengers receiving a refund within two weeks, and nine out of 10 customers receiving a full refund rather than a voucher.