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Tuesday, March 9, 1999 Published at 10:22 GMT


Business: The Company File

Airline passengers Go against BA

Satisfied passengers give the go-ahead for BA's discount airline

British Airways (BA) is ranked the lowest of all UK carriers in a new survey of customer satisfaction.


The BBC's Simon Montague: Britain's low cost airlines have grown rapidly
But its discount subsidiary, Go Airlines, left the competition in its wake along with 'no frills' airline easyJet. Both were voted best for value for money.

The most popular carrier was Singapore Airlines, with BA's main local rival Virgin coming second, according to the study by the Consumers' Association's Holiday Which? magazine.

BA was bottom of the list for UK domestic flights, but redeemed itself by topping flights to Spain, Greece, Italy and Portugal. Virgin stormed ahead on the popularity of its trips to America.

The survey was based on responses from 20,000 airline travellers who were asked which airline they would recommend to a friend.

Charter flights disappoint

'No-frills' airline Ryanair also rated well with travellers while charter carriers figured poorly. While 46% of passengers on a scheduled service would definitely recommend it only 27% on charter flights would, the survey found.

A major passenger irritation was delays, and half of those delayed were not satisfied with the arrangements made for them.

American Airlines was singled out as the worst scheduled carrier for late flights.

Passengers were also asked about check-in staff, leg room, seat comfort, entertainment, catering cleanliness, cabin crew and value-for-money.

Entertaining Virgin

Richard Branson's Virgin, Singapore Airlines and Emirates were the best for in-flight entertainment, with Emirates the best for leg room.

The worst-rated airline overall was Cuba's Cubana Airlines with almost one in two passengers surveyed saying they would not recommend it.

Nearly one third of those surveyed complained about seat comfort. But customers for Emirates, Swissair, and Air New Zealand did manage to sit back and enjoy their flight, with these airlines voted best for seating.

Cleanliness was generally of a high standard, with 94% saying they were satisfied.

"There really is a tremendous difference in the standards provided by the airlines," said the CA's Holiday Which? magazine editor Patricia Yates.



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Internet Links


Go Airlines

EasyJet

British Airways

Virgin Atlantic

Which? Online [requires subscription]


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