New analysis has revealed the UK’s best and worst airlines based on customer reviews ahead of the Summer holiday rush. The study by Forbes Advisor, the price comparison and financial guidance platform, analysed data from travel review sites and Twitter on 20 major airlines to see which scores best for customer reviews and responsiveness to complaints and other customer issues.

It found that Jet2 sits at the top of the table with the most satisfied customers, while WizzAir is last overall.

Jet2 scores extremely well in online reviews, with the highest percentage of five-star ratings on both TrustPilot, where it has 77% five-star reviews, and Trip Advisor, where it has 62%. It also had the lowest percentage of one-star ratings, with just 6% on both sites. The airline’s Twitter presence was also broadly positive: during the seven days that tweets to the airline were measured, it received 111 tweets, and publicly responded to 58 of them, a reply rate of 52%. That is the fifth best response rate in the study, while its average reply time of 231 minutes ranks as the 11th best.

At the opposite end of the scale, WizzAir had the lowest customer satisfaction score: 88% of its reviews on TrustPilot are just one star, while 48% of its TripAdvisor reviews are one star. WizzAir does however perform better on Twitter, publicly replying to 74 of the 179 tweets that were sent to it, which equates to 41%, and doing so in the quickest time of all the airlines, with an average reply time of just six minutes.

Virgin Atlantic ranked as the second best airline in the study, although there was a considerable difference between its…

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