Ryanair and Virgin Atlantic have been rated the worst of the UK’s major airlines for delays in refunding passengers during the pandemic.
Both airlines received a customer satisfaction score of just 13% when respondents were asked to rate the service they received when applying for a refund.
Which? asked people about their experiences of getting their money back from the UK’s six major airlines after their flights were cancelled last year.
Of those surveyed, 84% of Virgin Atlantic passengers and 79% of Ryanair passengers were dissatisfied with the service they received.
But 26% of Ryanair passengers were satisfied with their refund offer, suggesting some people were happy with a voucher or waiting a bit longer to get their money back.
However, only 16% of Virgin Atlantic passengers said the same. The airline automatically issued vouchers instead of cash refunds when flights were cancelled.
A third of respondents whose flights were cancelled by the two airlines told Which? they waited more than three months for their refunds.
None of the Ryanair passengers surveyed received their refund within the legal time frame of seven days after the cancellation.
Jet2 received the highest rating with a satisfaction score of 76%. Some 83% of Jet2 passengers told Which? they received their refund within 28 days and 34% said they receied it within the legal time frame of seven days.
No Jet2 passengers reported waiting more than three months.
Jet2 was also the only airline in the survey to be named a Which? Recommended Provider.
TUI received the second highest satisfaction score of 57%, followed by British Airways with 50%.
Half of BA passengers in the survey told Which? they received their refund within seven days, which was better than any other airline in the survey, while eight in 10 (79%) were refunded within 28 days.
Easyjet was given a score of 45% as customers faced lengthy wait times on the phone to try and speak to someone about a refund. Only a third of customers were refunded within 28 days, with only 4% receiving their money back within seven days.