Brussels Airlines has claimed the top spot as the best airline globally in the 2024 AirHelp Score report, dethroning Qatar Airways, which had held the title since 2018. Released by AirHelp Inc, a passenger rights organisation, the rankings evaluate airlines based on customer service claims, on-time performance, and passenger feedback across 54 countries.
Brussels Airlines, a subsidiary of Deutsche Lufthansa AG, showed marked improvement, rising from 12th place in 2023. Meanwhile, Qatar Airways secured second place, followed by United Airlines in third and American Airlines in fourth, surprising some US travellers given recent flight disruptions in the country.
AirHelp Chief Executive Officer Tomasz Pawliszyn expressed hope that the rankings would push airlines to prioritise passenger satisfaction. The analysis included data from January to October 2024.
At the other end of the spectrum, Tunisair was ranked the worst airline globally at 109th. Other low-performing airlines included Ryanair subsidiary Buzz, Bulgaria Air, and Air Mauritius. Ryanair itself ranked 54th, faring poorly in customer feedback.
The report highlighted a notable drop for Delta Air Lines, which fell from 11th to 17th due to a reduced claim processing score following a tech outage in July. Alaska Airlines also experienced a significant decline, slipping to 88th as it prepares for a merger with Hawaiian Holdings Inc.
The top 10 airlines for 2024 included Qatar Airways, LOT Polish Airlines, and Iceland’s Play, showcasing strong regional diversity. Conversely, the bottom 10 were dominated by national and low-cost carriers, signalling room for improvement in customer satisfaction and service quality.
As global travel rebounds post-pandemic, the report serves as a timely reminder for airlines to focus on reliability and passenger experience, particularly with the holiday season approaching.
Bloomberg
