Wizz Air has once again been named the worst airline for UK flight delays for the third consecutive year, as passengers faced higher fares. According to data from the Civil Aviation Authority (CAA) analyzed by the PA news agency, the low-cost carrier’s departures from UK airports were an average of 31 minutes and 36 seconds behind schedule in 2023.
Turkish Airlines followed closely behind as the second worst performer in terms of punctuality, with an average delay of 28 minutes and 36 seconds. The analysis, which included all scheduled and chartered departures from UK airports by airlines operating over 2,500 flights, did not account for cancelled flights.
Other airlines with significant delays included Tui (28 minutes and 24 seconds), Air India (28 minutes and 12 seconds), and Turkish low-cost carrier Pegasus Airlines (25 minutes and six seconds). The top performers in terms of punctuality were Emerald Airlines (13 minutes and six seconds) and Virgin Atlantic (13 minutes and 42 seconds).
The average delay for all flights in 2023 was 20 minutes and 42 seconds, showing a slight improvement from 23 minutes in 2022.
Wizz Air acknowledged the ranking and stated that they have made significant improvements, but also recognized that there is still work to be done. The airline, which operates in Europe, North Africa, the Middle East, and other parts of Asia, reported a record 62 million passengers in the last fiscal year, a 21% increase from the previous year.
Despite its poor punctuality record in the UK, Wizz Air’s pre-tax profit for the same period was €341.1m (£290.4m), with a revenue increase of 11.2% in ticket sales per available seat, in line with fare increases across the industry.
Rory Boland, editor of Which? Travel magazine, commented on the ranking, stating that airline passengers are paying record air fares for unreliable services. He called for airlines to improve their customer service and fulfill their legal obligations, including promptly refunding or rerouting customers and providing necessary expenses in case of delays or cancellations.
In response, a Wizz Air spokesperson stated that the airline experienced challenges in 2022 due to external factors, but has since invested over £90m to improve operations and reduce delays. They also mentioned that their current performance is among the strongest in the industry, with a punctuality record that surpasses their competitors and a flight completion rate that is the best in Europe.
In January, the CAA took enforcement action against Wizz Air, resulting in the airline paying £1.2m to UK-based passengers who had their financial claims initially rejected. This included reimbursements for expenses incurred during disruptions, such as replacement flights, food, and accommodation.
Dale Keller, chief executive of the Board of Airline Representatives in the UK, stated that 2023 was an extremely challenging year for airlines, particularly during the summer. He attributed many delays to factors outside of carriers’ control, such as air traffic control disruptions and strikes. However, he also noted that punctuality has significantly improved this year.