Budget airlines are eclipsing traditional rivals in terms of passenger satisfaction, despite a “no frills” service of no free meals, and with little flexibility on bookings.
Research to be published today will show that passengers have wholeheartedly embraced “cheap and cheerful” carriers such as Jet2.com, easyJet, Flybe, and Bmibaby, which leave customers much happier than British Airways, BMI or Lufthansa.
The findings, by Holiday Which?, will be a blow to national flag-carriers. But they are even worse news for charter operators such as Monarch, MyTravel, and First Choice, which are bottom of the pile in terms of satisfaction and suffered a big rise in delays last summer.
Based on 27,000 replies, the study finds that Singapore Airlines rates highest among passengers, with 82% likely to recommend it to a friend. Second is a small Bournemouth holiday airline, Palmair, on 78%, followed by the Leeds low-cost airline Jet2.com with 71%.
Jet2’s commercial director, Steve Lee, said that its leather seats were particularly popular as a “touch of luxury” in comparison with other carriers. “What low-cost airlines have done is to encourage people to travel more,” he said. “We’re getting a lot of new fliers, and people tend to be pleasantly surprised.”
Britain’s biggest no frills airline, easyJet, scored 51%, while Flybe got 48%. Bmibaby was recommended by 42%, and Ireland’s Ryanair pleased 40%.
British Airways left only 31% of its fliers satisfied, following a disastrous summer in which hundreds of flights were cancelled because of staff shortages at Heathrow.
BMI managed 34% satisfaction, and Lufthansa 28%.
A BA spokesman said: “We’re clearly disappointed by this survey.
“It’s an issue we’re aware of, and we’re looking to invest in our short-haul product over the next year.”
He added that the opening of Heathrow’s £4.2bn fifth terminal in 2008 would improve BA’s service by bringing all its flights at the airport under one roof.
Low-cost airlines have boomed over the past decade, growing virtually from scratch to account for four out of 10 flights from the UK last year. The trend was started by Ryanair, which is modelled on an American low-cost carrier, Southwest Airlines.
Experts suggest that budget carriers benefit by not offering free refreshments, as the poor quality of meals is a common reason for dissatisfaction with traditional airlines. Passengers tend to have lower expectations of customer service and punctuality when they pay only a few pounds for their tickets.
Bob Tolliday, of Holiday Which?, said: “A lot of the low-cost airlines are start-ups. They’re enthusiastic, they’re flying out of smaller airports, and they’re making a bit more effort than traditional rivals.”
Holiday charter airlines have sunk to new depths in the eyes of the public. First Choice failed to live up to its optimistic name, with only 12% of passengers satisfied. MyTravel also scored 12%, while Thomas Cook got 15%.
A MyTravel spokeswoman suggested that well-off readers of Holiday Which? (part of what was formerly the Consumers’ Association) were too used to the high life: “We’ve got to hold up our hands and say we’re disappointed with these figures. Having said that, Which? readers are not necessarily our target market.
Separate research to be published today by the Air Transport Users’ Council will show delays to holiday charter flights soared 19% last summer, with the average flight landing 23 minutes late and 9% of services held up by more than an hour. MyTravel was worst, an average delay of 31 minutes, followed by Monarch at 28 minutes, Excel on 27 minutes, and Thomas Cook on 17 minutes. Only Britannia improved its performance, with its average delay down slightly to 13 minutes.
The council’s industry affairs adviser, James Fremantle, said: “This is not just slightly worse – it’s a big drop and it’s particularly disappointing after two years of improvement.”
In an effort to tackle poor customer service, the European Commission introduced rules last month providing passengers with compensation of up to €600 (£420) if they are inconvenienced by cancellations, overbooking, or lengthy delays.
Customer Satisfaction
Airlines: would you recommend them to a friend?
Singapore Airlines 82%
Palmair 78%
Jet2.com 71%
Virgin Atlantic 60%
easyJet 51%
flybe 48%
bmibaby 42%
Ryanair 40%
BMI 34%
British Airways 31%
Lufthansa 28%
Monarch Airlines 21%
Britannia Airways 20%
Air France 18%
Olympic Airlines 16%
Thomas Cook Airlines 15%
First Choice Airways 12%
MyTravel Airways 12%
* Selected carriers only Source: Holiday Which?
By: SHAMROCK321 - 10th March 2005 at 13:21
This is very interesting but its about time the big airlines reliased that all people want is a punctual and efficent service with a smile thrown in for good measure. If your that desperate for a meal on a 2 hour flight by all meens go by an airline that serves it but the fact of the matter is both full service and no frills airlines are run by PEOPLE. Its the PEOPLE who make the difference. Years ago you had to be higly educated to become cabin crew but nowadays things are different. Passengers dont want to be served by posh snobby people. All people are equal and LCCs show that a little better than the likes of BA and LH.
By: SHAMROCK321 - 10th March 2005 at 13:21
This is very interesting but its about time the big airlines reliased that all people want is a punctual and efficent service with a smile thrown in for good measure. If your that desperate for a meal on a 2 hour flight by all meens go by an airline that serves it but the fact of the matter is both full service and no frills airlines are run by PEOPLE. Its the PEOPLE who make the difference. Years ago you had to be higly educated to become cabin crew but nowadays things are different. Passengers dont want to be served by posh snobby people. All people are equal and LCCs show that a little better than the likes of BA and LH.
By: Moondance - 9th March 2005 at 23:17
I have the magazine in front of me, and it clearly states 60,000 survey forms were sent out in September 2004, relating to flights taken since September 2003. 26,972 replies were received, of which 19,738 were used to compile the survey. The sample size for Palmair was 55, but that must be statistically significant to be included. Sample size for Monarch (leading UK charter airline) was 691, followed by (in survey order) Britannia 1508, Thomas Cook 715, First Choice 837 and finally, MyTravel 665.
The material on the ‘Which’ site is out of date and relates to the survey published in 2003, which also showed MyTravel propping up the table, with only JMC and Air Scandic being rated worse….and Palmair rated absolutely the best airline!
By: Moondance - 9th March 2005 at 23:17
I have the magazine in front of me, and it clearly states 60,000 survey forms were sent out in September 2004, relating to flights taken since September 2003. 26,972 replies were received, of which 19,738 were used to compile the survey. The sample size for Palmair was 55, but that must be statistically significant to be included. Sample size for Monarch (leading UK charter airline) was 691, followed by (in survey order) Britannia 1508, Thomas Cook 715, First Choice 837 and finally, MyTravel 665.
The material on the ‘Which’ site is out of date and relates to the survey published in 2003, which also showed MyTravel propping up the table, with only JMC and Air Scandic being rated worse….and Palmair rated absolutely the best airline!
By: MyTravel UK - 9th March 2005 at 22:26
Hi,
As quoted from Which? website:
We sent our survey to 60,000 Holiday Which? members in September 2002. Of the 29,056 replies, 19,553 related to a flight taken for personal or holiday reasons since 1 September 2001. This survey is based on their answers.
Out of the 19K people surveyed. Just how many do you think travelled Palmair? Airlines such as Astraeus and Excel are not even included and for the record FCA rank with MYT. If you see Carsurvey.org you will see MyTravel’s feedback is consistently better then any of the UK charters!
Regards
MyTravel UK
By: MyTravel UK - 9th March 2005 at 22:26
Hi,
As quoted from Which? website:
We sent our survey to 60,000 Holiday Which? members in September 2002. Of the 29,056 replies, 19,553 related to a flight taken for personal or holiday reasons since 1 September 2001. This survey is based on their answers.
Out of the 19K people surveyed. Just how many do you think travelled Palmair? Airlines such as Astraeus and Excel are not even included and for the record FCA rank with MYT. If you see Carsurvey.org you will see MyTravel’s feedback is consistently better then any of the UK charters!
Regards
MyTravel UK
By: Moondance - 9th March 2005 at 22:16
Also it is from 2002 and so hugely dated
The survey forms were sent out last year, to cover the period September 2003 – September 2004, so the results are NOT hugely dated. The results are also remarkably consistent over the years (the survey is biannual), with Palmair the top rated UK airline, and MyTravel consistently one of the worst.
By: Moondance - 9th March 2005 at 22:16
Also it is from 2002 and so hugely dated
The survey forms were sent out last year, to cover the period September 2003 – September 2004, so the results are NOT hugely dated. The results are also remarkably consistent over the years (the survey is biannual), with Palmair the top rated UK airline, and MyTravel consistently one of the worst.
By: happygolucky - 9th March 2005 at 17:05
I usually fly Qantas business class, but recently through unexpected circumstances, i had to fly from The Gold Coast to Melbourne with Virgin Blue. I could not fault the service, the Airport staff, the cabin crew, all were very helpfull and friendly and the aircraft was a fairly new 738 with leather seats, so overall it was a very pleasant experience
I recently flew Virgin Blue from MEL – SYD and back, both flights were on time and landed early. And I have to agree the inflight service was excellent.
By: happygolucky - 9th March 2005 at 17:05
I usually fly Qantas business class, but recently through unexpected circumstances, i had to fly from The Gold Coast to Melbourne with Virgin Blue. I could not fault the service, the Airport staff, the cabin crew, all were very helpfull and friendly and the aircraft was a fairly new 738 with leather seats, so overall it was a very pleasant experience
I recently flew Virgin Blue from MEL – SYD and back, both flights were on time and landed early. And I have to agree the inflight service was excellent.
By: MyTravel UK - 9th March 2005 at 15:58
Hi,
This survey was actually of only 19000 people who where travelling on holiday. This makes for an average of just over 1000 people per airline listed! It isn’t very conclusive if you ask me! 1000 peopleout of the millions that use these airline each year! I would shun this survey if I where you!
Also it is from 2002 and so hugely dated!
Regards
MyTravel UK
By: MyTravel UK - 9th March 2005 at 15:58
Hi,
This survey was actually of only 19000 people who where travelling on holiday. This makes for an average of just over 1000 people per airline listed! It isn’t very conclusive if you ask me! 1000 peopleout of the millions that use these airline each year! I would shun this survey if I where you!
Also it is from 2002 and so hugely dated!
Regards
MyTravel UK
By: steve rowell - 9th March 2005 at 08:35
I usually fly Qantas business class, but recently through unexpected circumstances, i had to fly from The Gold Coast to Melbourne with Virgin Blue. I could not fault the service, the Airport staff, the cabin crew, all were very helpfull and friendly and the aircraft was a fairly new 738 with leather seats, so overall it was a very pleasant experience
By: steve rowell - 9th March 2005 at 08:35
I usually fly Qantas business class, but recently through unexpected circumstances, i had to fly from The Gold Coast to Melbourne with Virgin Blue. I could not fault the service, the Airport staff, the cabin crew, all were very helpfull and friendly and the aircraft was a fairly new 738 with leather seats, so overall it was a very pleasant experience
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March 9, 2005 at 7:42 am