This archive report was first published on 20 December 2019.
December 20, 2019
British Airways has slipped in customer satisfaction rankings, according to a recent survey by Which. The airline ranked third bottom in short-haul flights and second to last in long-haul flights.
Since being named the best short-haul airline in 2015, British Airways has been on a downwards trajectory, according to the survey. It dropped two places this year, ranking behind Ryanair and ahead of easyJet.
On an overall customer score basis, Which said British Airways scored 55 per cent on short-haul, only 1 percentage point behind last year, and 55 per cent on long-haul, not far behind the 58 per cent it scored last year.
Ryanair's score actually rose to 44 per cent from 40 per cent, while Jet2, another low-cost carrier, was one of the best performers in the short-haul category.
Some high-profile problems have dragged on British Airways' reputation lately, including a 48-hour pilot strike in September that cancelled thousands of flights, and IT and computer failures in 2018 and 2017 that disrupted flights and stranded customers.
A spokeswoman for British Airways said the survey did not reflect its own findings, citing an increase in customer satisfaction scores.
