In a highly anticipated study by Forbes Advisor, the leading price comparison and financial guidance platform, the best and worst airlines in the UK have been unveiled based on comprehensive customer reviews and their responsiveness to complaints.

As the summer holiday rush approaches, travellers are eager to make informed decisions about their airline choices, and this study aims to provide valuable insights.

Jet2 has soared to the top regarding customer satisfaction, leaving competitors behind. The airline secured the highest customer service score, outperforming the 20 significant airlines analyzed in the study. Jet2’s success can be attributed to its outstanding ratings from review websites and commendable responsiveness on Twitter. The airline received a staggering 77% five-star reviews on TrustPilot and an impressive 62% on TripAdvisor, with a minimal percentage of one-star ratings on both platforms, standing at just 6%. This exceptional online reputation has solidified Jet2’s position as the leading airline for customer satisfaction.

Virgin Atlantic takes second overall, impressing passengers with its exceptional service. While its percentage of five-star ratings varied across platforms, with only 18% on TrustPilot and 51% on TripAdvisor, Virgin Atlantic consistently garnered positive reviews. TUI, securing the third position, experienced a similar pattern, with 67% of TrustPilot reviewers giving the airline full marks, compared to 33% of Trip Advisor reviewers.

Conversely, WizzAir finds itself at the bottom of the rankings, reflecting a significant gap between its performance and that of other airlines. Despite its commendable responsiveness on Twitter, which replied to 41% of tweets within an average of just six minutes, WizzAir received the lowest customer satisfaction score. With a startling 88% of TrustPilot reviews being one star and 48% of TripAdvisor reviews mirroring the sentiment, the airline faces the challenge of addressing customer concerns and improving its services.

The study also highlighted Pegasus Airlines and Vueling as airlines occupying the bottom three spots. Pegasus Airlines encountered dissatisfaction among 80% of TrustPilot reviewers, while Vueling received the highest percentage of one-star reviews on TrustPilot, standing at 89%. Furthermore, Pegasus Airlines failed to respond to any tweets it received during the measurement period, compounding its poor customer service reputation.

Laura Howard, a travel insurance expert at Forbes Advisor, emphasized the importance of excellent customer service for a positive travel experience. Howard acknowledged that the prospect of an overseas summer holiday motivates many Brits and stressed the significance of a seamless journey from arrival at the airport. While airlines play a crucial role in this experience, unforeseen events can still occur. To mitigate risks and safeguard against potential disruptions, Howard recommended investing in a comprehensive travel insurance policy.

In addition to covering unforeseen circumstances such as medical emergencies, lost belongings, and trip cancellations, travel insurance offers peace of mind and protection throughout the journey. Howard advised travellers to purchase a travel insurance policy when booking for the best coverage. Although travel insurance cannot guarantee flawless customer service from airlines, it can certainly alleviate the impact of any adverse experiences.

As travellers gear up for their summer adventures, Forbes Advisor’s study sheds light on the airlines that excel in customer satisfaction and those that fall short. With Jet2 reigning supreme and WizzAir grappling with challenges, customers are empowered to make informed decisions and prioritize their travel experiences. While airlines play a pivotal role, investing in a comprehensive travel insurance policy ensures that unforeseen events do not dampen the excitement of an eagerly awaited vacation.

Please visit the Forbes Advisor website for more information on the study and detailed rankings.