Wizz Air ranked worst airline for delays for third year running
Wizz Air has been ranked the worst airline for UK flight delays for the third year running as passengers were landed with a fare hike.
The low-cost operator’s departures from UK airports were behind schedule by an average of 31 minutes and 36 seconds in 2023, according to analysis of Civil Aviation Authority (CAA) data by the PA news agency.
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 chartered departures from UK airports by airlines operating more than 2,500 flights. Cancelled 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 carrier 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? said airline passengers are in the “outrageous position” of paying record air fares for “unreliable services”.
Irish carrier Emerald Airlines recorded the best performance last year with an average delay of just 13 minutes and six seconds, with Virgin Atlantic in second place at 13 minutes and 42 seconds.
The average delay for all flights was 20 minutes and 42 seconds, down from 23 minutes in 2022.
Wizz Air’s UK operations serve Aberdeen, Birmingham, Gatwick, Glasgow, Leeds, Liverpool and Luton airports.
Despite its 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 – up by more than a fifth on the total of 51.1 million in the previous 12 months.
Over the same period, Wizz Air recorded a pre-tax profit of €341.1m (£290.4m), as its revenue from ticket sales per available seat rose by 11.2% year-on-year, which was similar to fare rises across the airline sector.
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Rory Boland, editor of magazine Which? Travel, said: “These latest delay figures will come as no surprise to travellers, who find themselves in the outrageous position of paying record amounts for air fares and in return receiving unreliable services.”
He added: “It’s time for airlines to get their act together and start delivering the service their customers are paying for – including ensuring they’re investing properly in their customer service teams.
“When delays and cancellations do occur, there can be no justification for airlines failing to meet their legal obligations – including promptly refunding or rerouting customers, and ensuring they are offered meals and accommodation as required.”
‘Extraordinary operating challenges’
Wizz Air was ranked the worst airline for passenger satisfaction in an annual report by Which? published in February, with survey respondents awarding it an average of one star out of a possible five for customer service and seat comfort.
A Wizz Air spokeswoman said: “In 2022, like all airlines in Europe, Wizz Air experienced extraordinary operating challenges driven mostly by the external environment.
“Since then, we have invested more than £90m to stabilise operations, reduce the number of delays and provide a better experience for customers.
“While we saw significant improvements in 2023, there was still work to be done.
“Helping our customers reach their destination is our number one priority and we will continue to invest in our service to ensure they get there on time.”
She added the airline’s current performance is “among the strongest in the entire industry”, with a punctuality record that is “the highest among our direct competitors” and “the best flight completion rate in the whole of Europe”.
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Enforcement action
In January, the CAA said its enforcement action against Wizz Air led to the airline paying a total of £1.2m to UK-based passengers whose financial claims were reassessed after initially being rejected.
This included payments of money owed for expenses such as replacement flights, food and hotel rooms during disruption.
Dale Keller, chief executive of the Board of Airline Representatives in the UK, a body representing airlines operating in the UK, described 2023 as “an extremely challenging year, particularly over the summer”.
He said many delays were caused by factors outside of carriers’ control, such as air traffic control disruption including strikes in France and the National Air Traffic Services meltdown on 28 August which grounded flights across UK airports.
He added punctuality had “continued to exponentially improve” this year.
Business
Former union boss George Thomson denies being ‘too close’ to Post Office as he gives evidence at inquiry
The former head of a union for sub-postmasters has denied it became “too close” to the Post Office and was “flush with money”.
George Thomson, formerly of the National Federation of SubPostmasters (NFSP), also denied lacking sympathy for those who were wrongfully convicted during the Post Office scandal, which occurred following faults in the organisation’s Horizon IT system.
It comes after the TUC claimed earlier this year that the Communication Workers Union (CWU) had been blocked from effectively organising at the Post Office, and alleged the NFSP was given funds by the Post Office.
Mr Thomson, who served as its general secretary between 2007 and 2018, gave evidence at the Post Office inquiry on Friday.
When asked by inquiry counsel Julian Blake if he became “too close” to the Post Office, he replied: “No, I wasn’t.”
Mr Thomson later added: “We worked closely with the Post Office because we both needed to have a successful franchise – that’s the reality.”
The inquiry was shown an email sent on behalf of Mr Thomson in August 2013 which outlined plans for the Post Office and NFSP to sign a 15-year contract to represent all Post Office operators.
It included annual payments starting at £500,000 in 2013/14 and reaching £2.5m from 2017 to 2028.
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Mr Thomson said it had taken “a lot of badgering” of the then Post Office chief executive Paula Vennells to agree to the deal. He also claimed her team “would have preferred the NFSP withered on the vine”.
Put to him by Mr Blake that they were significant figures, Mr Thomson told the inquiry the NFSP “took on new functions” as part of the deal.
When asked if the NFSP was financially dependent on the Post Office at the time when issues with Horizon were ongoing, Mr Thomson said the federation had lost 8,500 sub-postmasters in the previous 12 or 13 years, and that the money was “replacing what used to be membership money”.
He added: “It was never ever tied to Horizon.”
The inquiry was also shown a Computer Weekly article from May 2009 which detailed the cases of several high-profile sub-postmasters, including Sir Alan Bates.
The sub-postmasters told the magazine their union had “refused to help them investigate their concerns”.
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‘Did the mask slip in this email, Ms Vennells?’
Asked by Mr Blake why the NFSP did not help them, Mr Thomson said the federation had to seek permission from the Post Office first.
He said: “We did fight their cases but we asked the Post Office, ‘What are we to do as an organisation?’
“Every case that was brought to us, we took it up with the Post Office.
“You’re trying to make out that somehow we were flush with money… That’s not correct.”
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Mr Thomson said he had investigated 20 or 30 cases at the “highest level” during his time as general secretary, and would have tried to employ a computer expert had he known more about the issues with Horizon.
He said: “I’ve been around a long time – suspensions have always taken place, prosecutions have always taken place, under the manual system as well.
“We had a franchise that was in crisis and we always tried to help people.”
Mr Thomson described Horizon as “a strong system”. He added: “It’s a well-used system, and I still support it systemically as being very robust.”
However, some former sub-postmasters reacted with anger to his testimony on Friday.
They included Christopher Head, who wrote on X: “[Mr Thomson] and his organisation failed it is main overarching duty to protect its members. They are a disgrace and have no place today to be trying to represent the interests of current Postmasters, they are a sham…
“The NFSP should be completely disbanded.”
More than 700 sub-postmasters were convicted between 1999 and 2015 after errors in the Post Office’s Horizon IT system meant money appeared to be missing from many branch accounts when, in fact, it was not.
It has been branded the biggest miscarriage of justice in British legal history.
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