'Malfunctioning bots and rip-off premium-rate phone lines': Which? tests customer service responses at 8 major airlines, with Wizz Air, KLM, Ryanair and Vueling rated the worst EasyJet, BA, Vueling, Wizz Air, Ryanair, KLM, Tui and Jet2 were put to the test A Ryanair spokesperson said: ‘We don’t respond to Which? fake news stories' Which airline do YOU think is the worst for customer service? Vote in our poll...
READ MORE: Britain's best B&Bs for 2024 revealed by the AA By Ted Thornhill, Mailonline Travel Editor Published: 19:01 EDT, 10 July 2024 | Updated: 19:01 EDT, 10 July 2024 e-mail View comments A Which? mystery shopper investigation has exposed multiple airline ‘customer service failings’ after it put eight carriers to the test. The consumer champion wanted to find out ‘the true state’ of the customer service cultures at easyJet, BA, Vueling, Wizz Air, Ryanair, KLM, Tui and Jet2. The result? ‘Malfunctioning bots and doom loops of unhelpful messages [and] rip-off premium-rate phone lines,’ said Which?.
Which? explained that its researchers contacted the airlines via various channels including phone calls, online chats, emails (or, alternatively, an online query form or WhatsApp if no email contact available) and X (formerly Twitter ). Researchers made ‘simple requests’, Which? explained, ‘such as amending a spelling mistake on the booking or asking for advice on whether their passport is valid for travel to the EU’. In a customer service study, Wh.
