Both carriers’ customer satisfaction scores reached only 13% in a poll of 1,797 customers in September. Which? asked consumers about their experience of securing a refund after having a flight cancelled.
Among Virgin’s passengers, 84% were dissatisfied, with Ryanair’s customers 79% unhappy. Only 13% of both sets of passengers were satisfied with the treatment they received.
Questions on the refund issue replaced the magazine’s usual annual airlines survey. Only one in six (16%) Virgin customers were happy with their refund offer, compared with 26% of Ryanair passengers. The magazine said Virgin’s initial policy of issuing credit notes “was not well received”.
