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Singapore Airlines, Emirates, British Airways: The best and worst airlines according to passengers

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A survey has named and shamed the best and worst airlines operating to and from the UK, and the results are surprising.

British Airways is terrible value for money, has uncomfortable seats, and lousy food and drink. That’s according to the results of an annual passenger satisfaction survey conducted by UK consumer group Which?.

The survey of more than 7,000 passengers taking 9,000-plus flights, ranks airlines based on customer feedback on various areas, including boarding and booking processes, and the experience in the cabin. It also uses data from the UK Civil Aviation Authority to establish how many flights were on time or cancelled.

According to this year’s survey, BA and Air Canada are the worst long-haul airlines in the world, scoring an overall 62 per cent customer rating. Conversely, the top-performing airlines like Emirates, Qantas and Etihad all scored over 70 per cent, and the best-ranked carrier – Singapore Airlines – scored 81 per cent.

“There’s a clear disparity between airlines at the top and the bottom of the rankings,” says Rory Boland, Editor of Which? Travel. “Some airlines seem to think they can get away with treating their customers badly, knowing they are unlikely to face consequences in a sector with weak regulations.”

British Airways says the results are “entirely at odds” with the feedback it gathers itself from its own passengers. It points out its £7 billion (€8.44 bn) investment in improvements, and says customers are “already seeing the benefit.”

On the short-haul side, budget giant Ryanair scored the lowest, with a 49 per cent customer score. Which? noted that, despite being a value-for-money proposition, Ryanair “got a mediocre two stars for value for money.”

The consumer group quoted a Ryanair passenger as saying, “You think you are getting a fairly cheap flight only to find that you have to pay extra for everything. I would rather the price was higher but not have to pay to take on a cabin bag.”

But the Irish low-cost has hit back, saying the results are not representative of the millions of passengers who choose to fly with it each year.

“Ryanair this year will carry 200m passengers, all of whom (like us) ignore these fake Which surveys, and your invented passenger quantities,” Ryanair stated. “Not one of our 200m passengers wish to pay “higher prices” as you falsely claim. More Which rubbish.”

Which airlines were ranked the best to fly with?

At the top of the table, Singapore Airlines achieved a consumer score of 81 per cent, getting five stars for customer service, cabin environment, cleanliness and boarding process.

Etihad scored one percentage point more than Emirates at 78 per cent, to take second place. However, Emirates ended up being the long-haul Which? Recommended Provider (WRP) for one good reason.

Emirates is one of a few long-haul airlines that doesn’t automatically cancel your return ticket if you miss your outbound flight. Known as a ‘no show’ clause, both Etihad and Singapore Airlines missed out on the WRP status due to this practice.

In the short-haul market, the survey concluded Jet2 was rated the best airline with a customer score of 80 per cent. Passengers praised its booking process, helpful staff and low cancellation rate.

British regional airline Loganair scored well at 72 per cent, with five stars for customer service. Scandinavian airline SAS took third place with just one percentage point less, helped by its impressive 77 per cent on-time flight record.

Are British Airways and Ryanair really that bad?

Being named and shamed is never pleasant for any brand, and both Ryanair and BA have hit back at the accusations from the Which? survey.

British Airways, in particular, is spending a great deal of cash on improving the experience for its passengers, investing over €8 billion in new cabins, technology, operational improvements and lounges. A key investment has been the rollout of free WiFi messaging for all passengers on all flights – a significant benefit in today’s connected world.

The Which? survey highlighted the plight of a British Airways customer who had waited for nine weeks for a refund for a cancelled flight. However, the route she was flying was not operated by BA, but by its partner airline Aer Lingus, therefore the refund process lay with them.

At the 2024 Skytrax awards – the ‘Oscars of aviation’ – British Airways was named the world’s most family-friendly airline. In the same year, it won best short-haul airline at the Business Traveller Awards and was voted Most Trusted Airline Brand in a survey by Newsweek.

“There is always room for improvement and we know we don’t always get things right,” British Airways admits. “But we’re proud of the progress we’re making and will continue to focus on delivering the best possible service for our customers.”

As airlines have raised in the past, the sample size for the Which? survey is very small. For an airline like BA, the opinions of the 253 long-haul travellers included in the results represent a tiny percentage of the total number of passengers it carries each year. For Ryanair, the 1,027 people who fed back to Which? are 0.0005 per cent of its customers.

With a customer score of 51 per cent, Wizz Air was second to last in the short-haul rankings. Like Ryanair and BA, it has lamented the small sample size.

“Wizz Air flew over 12 million passengers in the UK over the last year and Which? only surveyed 109 Wizz Air customers – less than 0.001 per cent of our customer base,” the airline says. “It is therefore not a fair or accurate representation of Wizz Air’s industry-leading operational performance and significantly improved customer service.”

What are the top tips for airline passengers?

While the efficacy of the Which? survey is up for debate, the ranking does give some nuggets of useful information. Most notable is the ‘no show’ clause, which is certainly one to watch out for when booking long-haul flights.

Just like Emirates, Virgin Atlantic and BA won’t cancel your return ticket if you miss your outbound flight. However, all three airlines say it’s important to let them know as soon as possible that you won’t make your outbound flight so they can preserve the return portion.

When it comes to low-cost airlines, it pays to know what you’re getting into. Customers may complain about paying for bags and seat selection, but that’s the deal here – a bargain basement flight with no frills. Everything additional will mean additional spending.

And finally, if you’re planning to book a flight from Europe to the USA, it pays to fly with a European airline. Even on return flights, you’re covered by the strong consumer rights protections of the EU, including up to €600 if your flight is severely delayed or cancelled.

Author

  • Daniela Daecher is a twenty-something bookworm and coffee addict with a passion for geeking out over sci fi, tv, movies, and books. In 2013 she completed her BA in English with a specialization in Linguistics. In 2014 she completed her MA in Linguistics, focusing on the relationship between language and communication in written form. She currently lives in Munich, Germany.

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From rising rents to rewilding: How tourists are rethinking their impact on the places they visit

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Tourists are increasingly aware that the way they travel matters – not just for the planet, but for the people who call popular destinations home.

That’s the key takeaway from Booking.com’s 2025 Sustainable Travel Report.

In its tenth edition, the report finds that more than half of travellers are now conscious of tourism’s impact on local communities as well as the environment.

Based on insights from 32,000 people across 34 countries, the report reveals a potential paradigm shift in how we define responsible travel.

Are good intentions enough?

Seeing the world in a more sustainable way seems to be more popular than ever.

A whopping 93 per cent of respondents to the survey, which included thousands of people across six continents, said they want to make more responsible choices and have already taken steps to do so.

That is more than double the percentage of respondents who said as much in 2016.

Simple actions, from turning off air conditioning to avoiding overcrowded hotspots, have begun to enter the mainstream, too.

But this year’s research shows that more environmentally friendly travel is only part of the story. The economic and social effects of exploring new places, from the pressure added to housing systems to paying due respect to cultural traditions, are now top of mind for many tourists.

Almost 40 per cent of respondents are seeking advice on travel outside of peak seasons or visiting alternative destinations to avoid overcrowding.

The report also reveals a disconnect between ideas and action, however.

Almost a third of respondents reported rising living costs in their home destinations due to tourism. Yet only 16 per cent believed that capping visitor numbers is the answer. Instead, many call for better investment in waste management, public transport and conservation to curb the impact of overtourism.

Many destinations are embracing this shift in priorities

Some places are adapting to evolving traveller expectations.

Chile, for instance, is actively courting “responsible high-spend tourists” – people who, according to the country’s tourism board, seek immersive, culturally sensitive experiences. They are also willing to spend more to support local businesses and conservation efforts​.

To target these travellers, the country is expanding protected areas, supporting rewilding projects and investing in eco-friendly travel options.

In theGalapagos, where fragile ecosystems face enormous pressure from tourism, some cruise operators are rethinking their business models. Itineraries now prioritise sustainable activities​, with guides reminding guests of the impact even a single footprint can have on the environment.

The islands have also pushed back against overtourism by doublingentry fees.

Others are feeling the pressure

The situation is more strained elsewhere as increasing visitor numbers overwhelm some destinations.

After a trial last year, Venice relaunched its day-tripper tax in 2025 to help manage the flood of tourists that strain its historic core. Visitors who fail to pay can face steep fines​. But the €10 fee has done little to dissuade travellers from descending upon the city en masse.

Last summer, the number of tourist beds in Venice overtook the number of residents.

Spain has seen a rise in anti-tourism sentiment. In destinations likeBarcelona,Mallorca andTenerife, locals have protested the impact of short-term rentals, noise and congestion.

Local governments are beginning to act, but change has been slow and piecemeal.

Outside La Sagrada Familia – one of Barcelona’s most photographed places – officials are introducing aselfie space to ease overcrowding. But the plan seems unlikely to stem the tide of tourists queuing up to see Gaudí’s famously unfinished cathedral.

Tourism needs clearer direction

The findings of the 2025 Sustainable Travel Report underscore a key challenge for the industry: aligning growing traveller awareness with meaningful, accessible action.

“To ensure that destinations can continue to be enjoyed by both locals and visitors alike, tourism, infrastructure and innovation need to keep pace with travellers’ good intent,” says Danielle D’Silva, director of sustainability at Booking.com.

The app itself is likely to contribute to these causes. D’Silva says the company plans to feature hotels, homestays and guesthouses that have reputable sustainability certifications or provide training and guidance for its accommodation partners.

With so many travellers wanting to make more sustainable choices, the question now is whether next year’s figures will show intent turning into impact.

Author

  • Daniela Daecher is a twenty-something bookworm and coffee addict with a passion for geeking out over sci fi, tv, movies, and books. In 2013 she completed her BA in English with a specialization in Linguistics. In 2014 she completed her MA in Linguistics, focusing on the relationship between language and communication in written form. She currently lives in Munich, Germany.

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Egypt travel: Pyramids of Giza revamp project hopes to curb congestion and aggressive vendors

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Millions of visitors travel to Egypt each year to see the iconic Pyramids of Giza.

Despite being one of the world’s most famous ancient sites, the experience leaves many travellers with unpleasant memories.

For years, the UNESCO World Heritage Site has been plagued by poor management, unregulated and aggressive vendors, and reports of animal cruelty.

Now, Egypt is taking steps to clean up the Pyramids of Giza – but the revamp has got off to a rocky start.

Vendors protest relocation to new zones

Experiences of overcrowding and persistent tour touters have tarnished many tourists’ experiences of the Giza Plateau – home to several pyramids and the Great Sphinx.

The Egyptian government’s newly unveiled plan aims to relaunch the site with improved management and regulations.

The project, led by Orascom Pyramids Entertainment Services Company, is reportedly set to cost $51 million (€45 million).

This week, a new access point to the complex on the Fayoum Highway was tested, replacing the historic entrance near Marriott Mena House, which frequently suffers from traffic jams and congestion.

But the trial run faced pushback from horse and camel tour operators, who blocked vehicles from entering in a protest against their relocation to new designated parking areas.

They say these are too far from the entrance and will damage business. The vendors have long been accused of harassment and alleged extortion by visitors.

Businessman Naguib Sawiris, the founder of Orascom Telecom Holding and Orascom Investment Holding, wrote on X that sellers who refuse to move to the new zone area would be banned.

“The well-being of the public and preservation of this treasure is far more important than catering to the interests of 2,000 individuals who have caused harm to the country for years,” he posted.

Pyramids of Giza adopt electric vehicles

The new measures also prohibit private vehicles and tour buses from entering the plateau, instead providing visitors and their guides with eco-friendly electric vehicles to get around the site.

While the transition aims to improve the sustainability of the complex, some visitors have complained on social media about the availability of the vehicles, saying they’ve been forced to wait or walk in the heat.

Orascom issued a statement in response, stating that 45 electric buses had been made available on the site and are scheduled to run every five minutes.

The revamp will also see several tombs restored, the introduction of online ticketing and a new visitor centre.

Visitors warned against animal tours at Pyramids of Giza

Some hope that the relocation of tour vendors is also a step towards bringing an end to animal cruelty reported at the site.

A recent investigation by People for the Ethical Treatment of Animals (PETA) found instances of routine abuse and animals left to rot at the side of the road.

“PETA has documented the routine punching, kicking, whipping, and starving of horses and camels at the pyramids,” says PETA Asia Vice President Jason Baker.

“Animals are literally ridden to death and then dumped like rubbish outside the gate. The Pyramids of Giza should symbolise Egypt’s beauty and history – not unchecked animal abuse. The Egyptian government must act to remove these suffering animals from Giza.”

The campaign group is urging tourists not to engage the services of these animal tour companies.

Author

  • Daniela Daecher is a twenty-something bookworm and coffee addict with a passion for geeking out over sci fi, tv, movies, and books. In 2013 she completed her BA in English with a specialization in Linguistics. In 2014 she completed her MA in Linguistics, focusing on the relationship between language and communication in written form. She currently lives in Munich, Germany.

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When is the Sistine Chapel closed? What to know about visiting Rome following Pope Francis’ death

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Tourists who have booked to visit Rome in the coming weeks will experience the city during a rare historical moment.

Following the death of Pope Francis on 21 April, a series of religious rituals and procedures will be enacted that might impact travel plans.

The Argentinian-born pontiff died on Monday of a stroke, which triggered a coma and “irreversible” heart failure, the Vatican announced.

The Sistine Chapel will be closed to the public while it is used for voting on the new pope – a process that will see the famous room closed for over a week.

Crowds and queues around the Vatican are expected to be particularly heavy, especially given the celebrations for the Catholic Church’s 2025 Jubilee Year are already drawing an increased number of visitors.

Here’s what to know about expected travel disruptions in Rome, or, if you’re planning a trip to witness some of the religious traditions, where you can participate in them.

When will the Sistine Chapel be closed?

Travellers to Rome in the next few weeks have been warned to expect closures, visitor restrictions and crowds at some of the city’s main attractions.

Rome’s key tourist sites within the Vatican – the heart of the Catholic Church – will now be absorbed by mourning and reelection procedures.

Around 15-20 days after the pontiff’s death, the conclave will begin, a storied process to determine the next pope.

This strictly confidential gathering sees Roman Catholic cardinals locked inside the Sistine Chapel until a decision is made.

As such, the room adorned by Michelangelo’s frescoed tour de force will be closed for about a week before the conclave begins and will remain closed for the entire duration of the process.

It will likely open again a couple of days after the conclave ends, as it has done after the death of previous Popes.

The Vatican City State has announced that the Sistine Chapel will be closed to the public from Monday 28 April, for the requirements of the conclave.

The chapel is accessed through the Vatican Museums. These will remain open to visitors with all other parts accessible, including the Raphael Rooms, according to tour operator Through Eternity Tours.

The Vatican Museums and the Castel Gandolfo Museum Complex will, however, be closed on 26 April as a sign of mourning for the funeral of Pope Francis.

Tours of the Necropolis of the Via Triumphalis and the Vatican Gardens will be suspended for security reasons, however, as the cardinals are bused back and forth from the chapel to their accommodation through the grounds.

The Vatican Museums states that all tickets, including for the Sistine Chapel, are non-refundable and dates, times or names cannot be modified.

If you have purchased tickets through a third-party operator, you should check their website or contact them about refunds or date changes.

Long queues and dress codes for St Peter’s Basilica

Tourists should expect limited access to St Peter’s Basilica, where Pope Francis’ body is now lying in state from today, 23 April.

As mourners flock to pay their respects, tourists wanting to visit the church should expect lengthy queues and heightened security.

The dress code for visiting the sacred site will be strictly enforced. This includes having shoulders and knees covered and avoiding wearing short skirts, shorts, flip-flops and sleeveless tops.

Some areas of the basilica may not be accessible, including the dome. Guided tours to the basilica are suspended as access is via the Sistine Chapel.

Pope Francis requested to be buried in the Basilica of Santa Maria Maggiore, a majestic UNESCO-designated sanctuary containing a piece of the Holy Crib and a venerated icon of the Virgin Mary as the protector of the Roman people.

Access to the church is likely to be restricted due to funeral preparations and the burial.

Millions expected in Rome for Pope’s funeral

While it may be disappointing to forgo seeing the Sistine Chapel or St Peter’s Basilica, a visit in this period can also be a once-in-a-lifetime experience (the Italian expression for ‘once in a blue moon’ is ‘every time a pope dies’).

Visitors from around the world are expected to descend on Rome in the coming weeks for a chance to witness this monumental event for the Catholic Church.

“Historically, during the passing of a pope – as we experienced firsthand in April 2005 during the death of Pope John Paul II – travellers witnessed a profound moment of history,” James Ridgway, CEO of Christian travel specialist ETS, told Travel Weekly.

“While some sites around St. Peter’s Basilica and Vatican City experienced closures or restricted access, many travellers were able to participate in public gatherings, memorials and prayer services, creating a deeply meaningful experience.”

If you are planning a short-notice trip to participate in some of the funeral and reelection events, you should expect higher flight prices.

“We’ll definitely see an increase in flight prices to Rome and to Italy over the next few weeks, as the faithful flock to pay their respects and potentially to see the announcement of the new Pope,” Angus Kidman, travel expert at Finder, told Australian site news.com.au.

Hotel prices in Rome are also likely to rise as demand increases, says Tim Hentschel, the co-founder and CEO of travel company HotelPlanner, while some shops and restaurants may be closed as a sign of respect.

The Pope’s body will be lying in state for public viewing in St Peter’s from 23 April until Saturday, 26 April, when the funeral will take place in St Peter’s Square.

The chapel where he is on display is accessible on 23 April from 11 am to midnight, 24 April from 7 am to midnight, and 25 April from 7 am to 7 pm.

The funeral is expected to draw huge crowds, possibly larger than that of Pope John Paul II in 2005, which was attended by approximately four million people.

Where to witness the announcement of the new pope

When the conclave begins, St. Peter’s Square will remain open, but it will be packed with visitors and media.

The outcome of voting rounds is indicated via smoke released from the chapel chimney – black for inconclusive, white for the successful election of a new pope.

According to the National Catholic Reporter, you can see the smoke from the chapel twice daily – around noon after the first two ballots and again at 7 pm after the last round of voting.

White smoke might appear earlier, at around 10.30 am or 5.30 pm.

Author

  • Daniela Daecher is a twenty-something bookworm and coffee addict with a passion for geeking out over sci fi, tv, movies, and books. In 2013 she completed her BA in English with a specialization in Linguistics. In 2014 she completed her MA in Linguistics, focusing on the relationship between language and communication in written form. She currently lives in Munich, Germany.

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