Wizz Air has been ranked as the worst airline for flight delays in Britain for the third year in a row as passengers landed with a fare increase.
According to an analysis of Civil Aviation Authority (CAA) data by the PA news agency, the low-cost carrier’s departures from British airports in 2023 were on average 31 minutes and 36 seconds behind schedule.
Turkish Airlines recorded the second-worst punctuality last year, with an average delay of 28 minutes and 36 seconds.
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Wizz Air said it has made “significant improvements” but acknowledged there is “still work to be done”.
The analysis covered all scheduled and charter flights from UK airports by airlines operating more than 2,500 flights. Canceled flights were not included.
The next worst airlines for delays were:
• Tui – 28 minutes and 24 seconds
• Air India – 28 minutes and 12 seconds
• Turkish low-cost airline Pegasus Airlines – 25 minutes and six seconds
• Air Portugal – 23 minutes 48 seconds
• Vueling – 23 minutes six seconds
• Swiss – 22 minutes 48 seconds
• Air Canada – 22 minutes six seconds
• BA – 21 minutes 36 seconds
Consumer group Which one? said airline passengers are in the “disgraceful position” of having to pay record airfares for “unreliable services.”
Irish airline Emerald Airlines had the best performance last year with an average delay of just 13 minutes and six seconds, while Virgin Atlantic was in second place with 13 minutes and 42 seconds.
The average delay for all flights was 20 minutes and 42 seconds, compared to 23 minutes in 2022.
Wizz Air’s UK operations serve Aberdeen, Birmingham, Gatwick, Glasgow, Leeds, Liverpool and Luton airports.
Despite poor UK punctuality, the airline – which operates in Europe, North Africa, the Middle East and other parts of Asia – saw passenger numbers reach a record 62 million in the year to the end of March – an increase of more than a fifth compared to the previous 12 months’ total of 51.1 million.
In the same period, Wizz Air recorded a pre-tax profit of €341.1 million (£290.4 million), while ticket sales revenue per available seat rose 11.2% year-on-year, which was on par with fare increases throughout the US. aviation sector.
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Rory Boland, editor of Which? magazine Travel said: “These latest delay figures will come as no surprise to travellers, who find themselves in the shameful position of paying record amounts for air tickets and receiving unreliable services in return.”
He added: “It is time for airlines to take action and deliver the service their customers pay for – including ensuring they invest properly in their customer service teams.
“When delays and cancellations occur, there can be no justification for airlines failing to meet their legal obligations – including promptly refunding or rerouting customers, and ensuring they are provided with meals and accommodation as required.”
‘Extraordinary operational challenges’
Wizz Air was named in an annual report by Which? ranked as the worst airline for passenger satisfaction. published in February, with survey respondents awarding it an average of one star out of a possible five for customer service and seating comfort.
A Wizz Air spokeswoman said: “In 2022, Wizz Air, like all airlines in Europe, experienced extraordinary operational challenges, mainly caused by the external environment.
“Since then we have invested more than £90 million to stabilize operations, reduce delays and deliver a better experience for customers.
“While we saw significant improvements in 2023, there was still work to be done.
“Helping our customers reach their destinations is our first priority and we will continue to invest in our service to ensure they get there on time.”
She added that the airline’s current performance is “among the strongest in the entire industry”, with an on-time record that is “the highest among our direct competitors” and “the best flight completion rate across Europe”.
Enforcement measures
In January, the CAA said its enforcement action against Wizz Air resulted in the airline paying a total of £1.2 million to UK-based passengers whose financial claims were reassessed after initially being rejected.
This included payments of amounts owed for expenses such as replacement flights, food and hotel rooms during disruptions.
Dale Keller, CEO of the UK Board of Airline Representatives, a body representing airlines operating in the UK, described 2023 as “an extremely challenging year, especially over the summer”.
He said many delays were caused by factors beyond the airlines’ control, such as air traffic control disruptions, including strikes in France and the meltdown of the National Air Traffic Services on August 28, grounding flights at British airports.
He added that punctuality has “continued to improve exponentially” this year.