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Leading UK airlines British Airways and Virgin Atlantic have come out top in a new customer satisfaction poll.

The Institute of Customer Service’s (ICS) Customer Satisfaction Index placed the two carriers at the top of the list of the country’s favourite airlines.

Both BA and Virgin achieved customer approval ratings of far more than the average 66 per cent. British Airways scored 74.4 per cent, and Virgin scored 73.2 per cent.

No-frills airline easyJet also managed to achieve an above average rating overall (68 per cent), and scored above the full-service airlines when it came to value for money.

Meanwhile Ryanair was significantly less impressive in terms of customer satisfaction, gaining a score of only 55 per cent.

Robert Crawford, chief executive of the ICS, lamented the fact that the gap between good and bad service appeared to be widening.

The Institute of Customer Service is composed of more than 350 organisational members and looks to lead customer service performance.

About the author

Oonagh ShielContent Manager at Cheapflights whose travel life can be best summed up as BC (before children) and PC (post children). We only travel during the school holidays so short-haul trips and staycations are our specialities!

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