The best and worst performing airlines of the year have been revealed in a new study, showing the carriers that had the most delays, complaints, and overall customer opinions.
AirHelp released the results of its study this week, which analyzed the performance of 109 airlines between January and October 2024. The company, which operates to assist passengers in processing claims for things like flight delays and lost luggage, looked at the number of claims processed worldwide, departure and arrival performance, and feedback from customers from 54 countries around the world who shared opinions on things like in-flight food, cabin crew service, and comfort.
Coming out on top, and jumping to number 1 from last year’s 12th spot, is Brussels Airlines with a combined score of 8.12/10 when all factors were considered. Following the European airline in second place is Qatar Airways with a score of 8.11/10.
The rest of the top five was United Airlines with a score of 8.04/10, American Airlines with a score of 8.04/10, and Play, which is an Icelandic low-cost airline, with a score of 7.89/10.
Top 10 best-performing airlines globally, according to AirHelp:
1. Brussels Airlines
2. Qatar Airways
3. United Airlines
4. American Airlines
5. Play
6. Austrian Airlines
7. LOT Polish Airlines
8. Air Arabia
9. Widerøe
10. Air Serbia
Meanwhile, the worst performing airline of the year, according to the study, is Tunisair, which received a score of 3.63/10 that places it as 109/109 on the list. Polish airline Buzz was the second-lowest on the list with a score of 4.45/10, while Tunisian airline Nouvelair was the third-lowest with a score of 4.48.
Other U.S. airlines ranked relatively high on the list, such as Delta at number 17 with a score of 7.31/10. Meanwhile, Alaska Airlines ranked in the bottom half of the list at 88 with a score of 5.18/10.
As well as looking at the data of each airline’s performance as well as customer opinions, AirHelp also examined how airlines acted when “flights don’t go to plan,” looking at how claims and compensation were dealt with.
Ten worst-performing airlines globally in 2024 according to AirHelp, starting at lowest-scoring:
1. Tunisair
2. Buzz
3. Nouvelair
4. Bulgaria Air
5. El Al Israel Airlines
6. Pegasus Airlines
7. IndiGo
8. TAROM
9. Air Mauritius
10. SKY express
It analyzed how likely an airline is to pay out compensation for a valid claim, how quickly claims are resolved, and the total volume of claims processed. Claim processing contributed 33.33 percent (one third) of the final score for each airline.
The study also revealed the best airports for passengers in 2024, looking at on-time performance, customer service experience, and food and shops to calculate a final score for each airport, then collating a list of 239 airports ranked from best to worst.
Taking the top spot is Doha Hamad Airport in Qatar with a score of 8.52/10, with Cape Town Airport in South Africa in second place with a score of 8.50/10. In third place is Nagoya Chubu Airport in Japan with a score of 8.49/10.
The highest ranking U.S. airport on the list is Salt Lake City Airport in Utah, scoring 8.28/10. Meanwhile, Washington Dulles Airport found itself with a score of 8.22/10, placing it 11th on the list.
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