They only survey a small number of people who fly. Its not realy a comprehensive survey.

The Consumer’s Association (publishers of Holiday Which? magazine) sent out 60,000 survey forms of which 26,972 were returned. Discounting business travellers and travel trade employees, they used 19,738 replies to compile their results. Airlines mentioned by less than 30 respondents were ignored.

I would suggest that the results are a pretty accurate survey, especially for the major airlines with large sample sizes…eg BA with 3166 responses is firmly mid-table. Palmair only has 55 responses, but I guess they would not have been included unless statistically significant (and they must be doing something correct, as they are always near the top of this bi-annual survey).

What is interesting in the result, is that the low-cost infants of major airlines score better results than the parent…..Bmibaby/Thomsonfly/MyTraveLite all are more highly rated than BMI/Britannia/MyTravel.