Jet2 has been crowned the best short-haul airline in the world, with a surprise entrant coming in second. Which? conducted its annual airline satisfaction survey, gathering feedback from travelers about their flying experiences over the past year. The survey analyzed data from more than 9,000 flights. British Airways (BA) ranked joint-bottom for long-haul flights alongside Air Canada, and came 12th out of 16 airlines for short-haul travel. Ryanair placed last in the short-haul category.
The research shows a gulf in standards between the best and worst performing airlines.Jet2 was the best-performing short-haul airline, netting an impressive customer score of 80 percent - while the bottom five all scored under 60 per cent. Jet2 claimed the top spot for the fourth year in a row, earning high praise for customer service, booking process, cleanliness, and value for money. The airline also boasted one of the lowest rates of last-minute cancellations in the survey, with only 0.1% of flights being canceled at short notice, according to CAA data.
Jet2, the biggest tour operator in the UK, recently announced that it will be expanding its winter 2025/2026 schedule, adding two new routes from the UK to Morocco. The airline has an impressive 4.4/5 rating on Trust Pilot, where thousands of customers have commended it for the service offered. "Flights on time, airport and cabin crew very friendly and helpful. Good communication updates via email and SMS. Plenty of leg room too ... though the seats get a bit uncomfortable after an hour of two. Overall, great flight experience once again from an excellent airline," one happy customer wrote last week.
A new Jet2 route this year will see flights from Bournemouth to Agadir, operating on Tuesdays from November 4, 2025, to March 24, 2026, and Leeds Bradford to Marrakech, operating on Tuesdays and Fridays from October 3, 2025, to April 28, 2026. In second place in what may be considered a surprise result is Logan Air, which scored very well for customer service and punctuality. Last year, 71% of its flights were on time - the best numbers behind only SAS in third place.
Rory Boland, Editor of Which? Travel, said: “There’s a clear disparity between airlines at the top and at the bottom of the rankings. The top performers show it is possible to give passengers good service at a time when delays, cancellations and terrible customer service have become almost the norm.
“Some airlines seem to think they can get away with treating their customers badly, knowing they are unlikely to face consequences in a sector with weak regulations.”. Here are the rankings of Which?'s customer service survey. Can we send you the Mirror Travel newsletter with weekly travel news and inspiration?.
