The friendliness and professionalism of cabin crews can make all the difference, and now, a new study has revealed which airline is leading the way when it comes to exceptional in-flight service.
The team at OddsMonkey has analysed thousands of Tripadvisor reviews for the top 20 airlines with the most terminal passengers across all reporting airports in the UK based on the Civil Aviation Authority’s most recent data release, which highlights the final quarter of 2024.
In order of most usage to least, these carriers are: EasyJet, Ryanair, British Airways, Jet2, Tui Airways, Wizz Air, Virgin Atlantic, Emirates, Aer Lingus, KLM, American Airlines, Vueling, Lufthansa, Qatar Airways, United Airlines, Air France, Turkish Airlines, Sunexpress, Air Canada, and Delta Airlines.
To determine which airline has the ‘friendliest’ cabin crews, key terms were identified in reviews, linking “cabin crew” with descriptors such as “friendly,” “helpful,” “polite,” and other positive connotations. The number of positive mentions was measured per 1,000 reviews, allowing for an accurate ranking regardless of the total volume of reviews each airline has received.
Jet2 has emerged as the airline with the ‘friendliest’ cabin crews, according to TripAdvisor users. The British airline has already been recognised for its excellent service, having been named the best airline for short-haul flights by Which? for the fourth consecutive year.
The Which? Recommended Provider achieved an impressive customer score of 80%, earning top marks for customer service, cleanliness, booking, and value for money.
This high level of customer satisfaction is reflected in OddsMonkey’s analysis, with a staggering 89.8% of Jet2 reviews mentioning their cabin crews in a positive light – the highest of any airline in the study.
One TripAdvisor reviewer shared their experience: “Excellent flight, friendly staff, it was a great and pleasant experience, and I was made to feel special. The cabin crew are in tune, making it an easy transition to the holiday mood.”
Another customer praised Jet2’s service: “Massively impressed with the young cabin crew. Amazing teamwork, product knowledge, and customer focus. Best we’ve experienced to date. Credit to the company.”
One particularly touching review highlighted a thoughtful gesture from the Jet2 crew: “We were travelling on our honeymoon, and the cabin crew gave us a card and prosecco, which was such a nice touch while we were on board. It made a huge impression on us.”
Trailing just behind Jet2, Virgin Atlantic and KLM earned high rankings in second and third, respectively, with 86% and 85.8% of feedback praising their cabin crew teams. Qatar Airways (82.1%), Aer Lingus (81.9%), and Tui Airways (78.8%) also performed well, demonstrating that quality service, on the whole, is recognised across a range of airlines.
However, at the other end of the scale, Vueling received the lowest score in the study, with just 42.1% of reviews speaking favourably about the airline’s cabin crew teams. Complaints ranged from poor customer service to an overall lack of professionalism.
One reviewer expressed their disappointment: “Dreadful check-in experience, incredibly uncomfortable seat with near zero legroom, and completely indifferent cabin crew who spent the flight having a private party behind the front curtain.”
Another passenger had a particularly unpleasant interaction: “During the flight, they assigned us (as a pair) to two different seats, and when I politely asked the cabin crew if I could switch to the empty seat next to my wife, she rudely responded, ‘NOT YOU, YOU CAN’T.’ Overall, it was a disgusting experience with this airline, with rude people both at the airport and on the airplane.”
A third reviewer added: “The cabin crew were miserable, and I never saw one person smile! Hot drinks were served with no lids! My friend ordered a pot noodle – the water was cold, and they weren’t happy about changing it! I’ve flown many times, but this was ridiculous! I know they are a budget airline, but courtesy costs nothing!”
Both independent industry awards and real customer reviews have reaffirmed Jet2’s continued excellence in customer service. Their dedication to making passengers feel valued and cared for has helped them secure their place as the airline with the ‘friendliest’ cabin crew.
Commenting on the study, Steve Heapy, CEO of Jet2.com and Jet2holidays
On the flip side, airlines like Vueling and Ryanair may need to address their service standards, as lower customer satisfaction in this area could impact their overall reputation.
Next time you’re booking a flight, these insights might just influence your choice of airline – because a friendly smile and exceptional service can make all the difference in your journey.
