Modern aircraft, comfortable seats and unflappably nice flight attendants.
These are aspects many rankings consider in determining the world’s best airlines.
But they overlook a vital element, in accordance with the passenger rights company AirHelp — how airlines treat customers when problems occur.
“We consider that an airline ought to be assessed not only by how they treat their passengers during business as usual, but in addition by the consideration they show customers when things go fallacious,” the report stated.
To compile its annual “AirHelp Rating,” the organization evaluated 83 airlines based on punctuality, customer opinions, and the way efficiently they handle customers’ compensation claims.
Each factor was weighted equally within the scoring, said Tomasz Pawliszyn, CEO at AirHelp.
The most effective and worst airlines of 2023
Based on data from Jan. 1 to Sept. 30 2023, these are the airlines that topped the 2023 AirHelp Rating:
1. Qatar Airways – 8.38
2. Eurowings – 8.27
3. LOT Polish Airlines – 8.11
4. Etihad Airways and All Nippon Airways – 8.09 (tie)
6. Austrian Airlines – 8.07
7. American Airlines – 7.97
8. China Airlines – 7.92
9. Wideroe – 7.89
10. United Airlines – 7.88
Qatar Airways has topped every “AirHelp Rating” rating since 2015 — but one. In 2016, the Doha-based airline fell to No. 2, behind Singapore Airlines.
Thiago Prudencio | Sopa Images | Lightrocket | Getty Images
The ten lowest-scoring airlines on AirHelp’s 2023 list are:
1. Tunisair – 4.12
2. British Airways – 5.03
3. Frontier Airlines and Pegasus Airlines – 5.18 (tie)
5. Czech Airlines – 5.20
6. Air Canada – 5.68
7. Spirit – 5.69
8. TAROM and Azores Airlines – 5.71 (tie)
10. Air Austral – 5.77
Qatar Airways has topped every “AirHelp Rating” rating since 2015 — but one. In 2016, the Doha-based airline fell to No. 2, behind Singapore Airlines. In 2022, it tied for the No. 1. spot with Etihad Airways, Pawliszyn told CNBC Travel.
The 2023 full list may be found at AirHelp’s website.
Best and worst airlines for passenger claims
The five airlines that scored the best on compensation claim processing alone — which evaluates how airlines handle claims (“Do they ignore or wrongfully reject claims?”) in addition to response and payout times, are:
- China Airlines and Brussels Airlines – 8.2 (tie)
- United Airlines, SAS Scandinavian Airlines and airBaltic – 8.1 (tie)
Stranded passengers crowd an airline counter at Changshui International Airport in Kunming, China on Jan. 4, 2013.
Str | Afp | Getty Images
Those faring the worst when it comes to claims resolution are:
- British Airways – 1
- Gulf Air – 1.4
- Czech Airlines, Aircalin and Vietnam Airlines – 1.7 (tie)
British Airways can have placed last because of this of being understaffed, said Pawliszyn.
“As one in every of the most important and hottest airlines, they probably handle a big load of claims,” he said.
In response to CNBC Travel’s request for comment, British Airways stated: “We’re working hard to enhance our response times … We have recruited an additional 1,500 latest colleagues to assist and introduced latest automated technology to resolve easier claims faster, with the overwhelming majority of cases resolved inside seven weeks.
The airline added that greater than half of outstanding cases relate to EU compensation claims which take time, as a result of checks that should be performed.
Top airlines in other categories
Highest on-time scores: Eurowings and Oman Air
Highest customer review scores: All Nippon Airways, Garuda Indonesia and Emirates
Singapore Airlines, which tops most major airline rankings, got here in at No. 26 on the list, dragged down by a claim processing rating of 5.4. One other highly regarded airline, Emirates, ranked No. 24 on the list for a similar reason.
Claims processing is ‘crucial’
AirHelp told CNBC it uses its own data to observe how well airlines process customer claims for compensation.
The organization “helps passengers claim compensation following delayed or cancelled flights under several international air passenger rights regulations including EC 261 in Europe and ANAC 400 in Brazil,” he said.
“Examples where a passenger may give you the option to make a claim are flights on a European airline where the passenger arrived over three hours late at their destination, or a flight that was canceled by the airline lower than two weeks before departure.”
He said claims processing is critical since it directly impacts passenger satisfaction and an airline’s overall operational efficiency.
“Swift resolutions over claims like lost baggage, flight disruptions, or other inconveniences could prevent passengers from choosing one other airline for his or her future travel plans,” said Pawliszyn. “It’s crucial for maintaining a positive repute and customer loyalty.”
