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Europe’s worst airlines ranked: UK carriers among poorest performers

Flag carriers and low-cost airlines both received low scores for customer satisfaction and reliability

Several companies ranked poorly for reliability due to flight cancellations and delays
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Budget airlines and traditional carriers alike received low scores in a new study ranking European companies on reliability, the speed of refunds and compensation, and customer satisfaction. 

Compensation assistance company Flightright ranked the 20 largest European airlines based on the three criteria. 

While Air France was listed in the top half of the ranking, UK airlines were some of the worst. 

The airlines were given an overall score out of five, and ticket costs were not taken into account. 

Ryanair, easyJet, British Airways

The worst-performing airline was Finnish flag carrier Finnair, which ranked poorly across all three categories and received an overall rating of 2.48. 

Following close behind were low-cost airlines Vueling and Ryanair, scoring 2.52 and 2.58, respectively. 

Fellow low-cost carrier easyJet was ranked fourth – but had the lowest overall customer satisfaction rate of any airline – followed by Dutch carrier KLM in fifth. 

UK flag carrier British Airways was ranked sixth-worst, noted for poor payment behaviour and reliability despite having the highest overall customer satisfaction rating of any of the companies listed. 

Air France was ranked 13th, Lufthansa 14th, and Iberia 18th. 

The two best-performing airlines were Eurowings and Discover Airlines, two low-cost German carriers. The full list can be found . 

The low reliability score of British Airways is due to a mix of cancellations and frequent delays. 

In comparison, the low customer satisfaction recorded by easyJet was based on survey responses by passengers who had used Flightright to make a compensation claim.

Flightright asked questions on customer support, access to information, and passenger support. 

Major reforms to flight compensation are likely to take place in Europe after MEPs in the EU’s Transport Committee voted in favour of new legislation. 

A further vote involving all MEPs is still required before the EU Commission can working with individual member states to change rules.