Airlines have been blasted by consumer champion Which? for achieving amongst the lowest customer service scores of any industry in the UK.
Which? carried out a survey of over 4,000 people in May 2024 to establish how well businesses across a range of sectors handled customer service.
It found that airlines were jointly the third worst, scoring a net satisfaction rating of just +52. In contrast, the financial services sector scored +72.
Airlines tied with broadband and came just ahead of the often-criticised energy sector on +51.
Which? assessed more than 1,000 responses about airlines to assess how they’re performing across eight different areas including how long it takes to get in touch with someone who can help and how well issues are dealt with.
It found that Wizz Air was the worst, with a net satisfaction score of just +13, below Ryanair, with a score of +28, and British Airways, which scored +46.
Jet2 was the highest scoring airline with a customer satisfaction score of +81.
However, Wizz poured scorn on the survey, accusing Which? of basing its findings on a ‘staggeringly low’ sample size. It claimed researchers had spoken to just 68 Wizz customers.
Wizz UK Managing Director Marion Geoffrey said: “We do not accept the findings of this report, which are inaccurate, unrepresentative and misleading.
“Which? only surveyed 68 Wizz Air customers, which is less that 0.001% of our UK customer base of 12.3 million passengers. It is unclear to us how Which? can claim its survey is nationally representative when only 1.66% of their respondents said they had contacted Wizz Air’s customer service team.
“We are serious about constantly improving and providing great customer service. We made a public commitment to our customers in 2023 to improve Wizz Air’s operations and set ourselves clear targets. Since then, we have invested more than £90 million and are proud of the results to date, which are among the strongest in the entire industry.”
Wizz said customers who are disrupted and eligible for compensation receive payments on average three times faster than a year ago, with the majority settled within 25 days.
“We are also continuing to invest in new innovations, such as the new Amelia Voice service which has been designed to improve customer service accessibility. During the recent IT outage, this new system reached nearly 150,000 passengers in need,” added Marion.
“We are disappointed that Which? is wrongly pointing the finger at Wizz Air once again and will continue to try to engage with the organisation to highlight the points raised in this response.”
The post Airlines offer some of worst customer service in UK, says consumer champion appeared first on Travel Gossip.
Continue reading...
Which? carried out a survey of over 4,000 people in May 2024 to establish how well businesses across a range of sectors handled customer service.
It found that airlines were jointly the third worst, scoring a net satisfaction rating of just +52. In contrast, the financial services sector scored +72.
Airlines tied with broadband and came just ahead of the often-criticised energy sector on +51.
Which? assessed more than 1,000 responses about airlines to assess how they’re performing across eight different areas including how long it takes to get in touch with someone who can help and how well issues are dealt with.
It found that Wizz Air was the worst, with a net satisfaction score of just +13, below Ryanair, with a score of +28, and British Airways, which scored +46.
Jet2 was the highest scoring airline with a customer satisfaction score of +81.
However, Wizz poured scorn on the survey, accusing Which? of basing its findings on a ‘staggeringly low’ sample size. It claimed researchers had spoken to just 68 Wizz customers.
Wizz UK Managing Director Marion Geoffrey said: “We do not accept the findings of this report, which are inaccurate, unrepresentative and misleading.
“Which? only surveyed 68 Wizz Air customers, which is less that 0.001% of our UK customer base of 12.3 million passengers. It is unclear to us how Which? can claim its survey is nationally representative when only 1.66% of their respondents said they had contacted Wizz Air’s customer service team.
“We are serious about constantly improving and providing great customer service. We made a public commitment to our customers in 2023 to improve Wizz Air’s operations and set ourselves clear targets. Since then, we have invested more than £90 million and are proud of the results to date, which are among the strongest in the entire industry.”
Wizz said customers who are disrupted and eligible for compensation receive payments on average three times faster than a year ago, with the majority settled within 25 days.
“We are also continuing to invest in new innovations, such as the new Amelia Voice service which has been designed to improve customer service accessibility. During the recent IT outage, this new system reached nearly 150,000 passengers in need,” added Marion.
“We are disappointed that Which? is wrongly pointing the finger at Wizz Air once again and will continue to try to engage with the organisation to highlight the points raised in this response.”
The post Airlines offer some of worst customer service in UK, says consumer champion appeared first on Travel Gossip.
Continue reading...
