Airlines Thomas Cook and EasyJet received the lowest scores in the global rankings, while Irish carrier Ryanair ranked fifth from bottom.
In fact, Flybe and Virgin Atlantic were the only UK carriers to feature in the report’s top 20, which rates airlines according to a set of key performance indicators including on-time performance and claims processing, analysed over a one-year period.
The 8th annual report of its kind, it also covers the best and worst performing airports in the world. Qatar’s Hamad International Airport received the highest score for overall performance, making it the best airport in the world. Tokyo and Athens international airports took second and third place.
UK airports performed poorly in the survey, with Manchester Airport and London Gatwick rated among the 10 worst in the world.
“The AirHelp Score Report 2019 must serve as a wake-up call to the UK’s aviation industry, which is continually letting down those that matter the most – the passengers,” says AirHelp’s CEO and co-founder Henrik Zillmer.
“It’s crystal clear that more needs to be done to adapt to ever-changing demands, whether it’s airports adding and extending runways to cope with the influx, or airlines focusing on the industry-wide lack of pilots and often poor cabin-crew conditions.”