AirHelp is the world’s leader in flight delay compensation. The company has released its highly anticipated 2024 AirHelp Score report, shedding light on the best and worst airlines in the world in 2024 worldwide. The rankings reflect a comprehensive analysis of customer complaints, punctuality data, and passenger feedback from 54 countries. They are crucial for the airline industry as air travel demand surges to record levels.

The growth is evidenced by the Transportation Security Administration processing over 3 million passengers on the Sunday following Thanksgiving. As a result, airlines are under increasing pressure to maintain quality service while managing unprecedented volumes. AirHelp’s CEO, Tomasz Pawliszyn, expressed hope that these rankings would encourage airlines to “continuously listen to passenger feedback.”

1. Brussels Airlines, Belgium

• Brussels Airlines, the flag carrier of Belgium, has secured the top spot in the AirHelp Score for 2024 with a remarkable score of 8.12 out of 10. It is the largest airline in Belgium.
• The airline was established in 2002 and has since become a key player in the aviation industry, particularly noted for its commitment to customer service and operational efficiency.
• This airline is celebrated for its extensive network, connecting over 100 destinations across Europe, North America, and Africa.
• Their commitment to customer satisfaction is evident in their high ratings for claim processing (8.7) and overall customer opinion (7.9), showcasing their dedication to addressing passenger needs effectively.
• Brussels Airlines offers a unique travel experience, blending Belgian hospitality with a strong focus on personal connections.
• Their innovative services include themed flights like the Tomorrowland Party Flights, which have gained international recognition.
• The airline’s diverse fare options cater to various travellers, from budget-conscious passengers to those seeking luxury in business class.
• Additionally, Brussels Airlines prioritises sustainability, aiming to reduce CO2 emissions by 2030, making it a responsible choice for environmentally conscious travellers.

2. Qatar Airways, Qatar

• Qatar Airways, based in Qatar, is renowned for its luxury travel experience and extensive global network.
• The airline operates from Hamad International Airport in Doha, serving over 160 destinations worldwide.
• It ranks second in the AirHelp Score with an impressive score of 8.11 out of 10, highlighting its reputation as a leader in luxury air travel.
• Renowned for its exceptional service quality, Qatar Airways boasts a customer opinion score of 8.9, reflecting its commitment to providing an outstanding flying experience.
• The airline’s on-time performance is commendable at 8.2, showcasing its reliability in flight schedules.
• Qatar Airways also excels in providing luxurious amenities, including spacious seating and gourmet dining options that enhance the overall travel experience.
• While its claim processing score is lower at 7.3, the airline’s focus on customer service and satisfaction remains a priority.
• With numerous awards under its belt, including being named “World’s Best Airline” multiple times by Skytrax, Qatar Airways continues to set the standard for excellence in aviation.

3. United Airlines, USA

• United Airlines is a major American airline headquartered in the United States, specifically in Chicago, Illinois.
• It holds the third position in the AirHelp Best and Worst airlines in the 2024 Score with a solid rating of 8.04 out of 10.
• This American carrier is known for its extensive domestic and international route network, serving over 350 destinations across five continents.
• United Airlines demonstrates a strong commitment to customer service, reflected in its claim processing score of 8.5 and customer opinion score of 7.8.
• The airline has made significant investments in enhancing passenger comfort and experience, including modernising its fleet and improving in-flight services.
• United Airlines also emphasizes punctuality with an on-time performance score of 7.8, ensuring that travelers can rely on their flight schedules.
• Additionally, United offers various fare options catering to different budgets and needs, from basic economy to premium business class experiences.
• With a focus on innovation and customer satisfaction, United Airlines remains a top choice for travellers seeking reliability and quality service.

4. American Airlines, USA

• American Airlines, also based in the United States, is one of the largest airlines globally. It is headquartered in Fort Worth, Texas.
• It shares the third rank with United Airlines at an AirHelp Score of 8.04 out of 10.
• As one of the largest airlines globally, American Airlines operates an extensive network that connects millions of passengers every year across numerous domestic and international routes.
• The airline’s customer opinion score stands at 8.1, indicating a strong focus on delivering quality service to its passengers.
• American Airlines has made notable improvements in its operational efficiency and customer service practices, reflected in its claim processing score of 8.5.
• However, it faces challenges with punctuality, as indicated by its on-time performance score of 7.5.
• The airline offers various travel classes that cater to different passenger preferences and budgets while providing amenities such as Wi-Fi and entertainment options on many flights.
• With ongoing efforts to enhance the passenger experience through fleet modernisation and improved services, American Airlines aims to maintain its competitive edge in the aviation industry while ensuring customer satisfaction remains at the forefront.

5. Play Airlines, Iceland

• Play Airlines is a low-cost Icelandic carrier based in Iceland. It primarily serves destinations across Europe and North America from its hub at Keflavik International Airport.
• It has emerged as a notable player in the aviation sector with an AirHelp Score of 7.89 out of 10, ranking fifth overall.
• This Icelandic low-cost carrier is recognised for its commitment to affordable travel options across Europe and North America while maintaining a focus on customer service excellence, as evidenced by its customer opinion score of 7.5.
• Play Airlines boasts an impressive on-time performance rating of 9.0, highlighting its reliability in flight schedules—a crucial factor for travellers seeking punctuality during their journeys.
• Although it has room for improvement in claim processing (scoring 7.3), Play’s emphasis on creating enjoyable travel experiences sets it apart from other low-cost carriers.
• The airline’s modern fleet and straightforward booking process appeal to budget-conscious travellers looking for value without sacrificing quality service.
• With continued growth and expansion plans, Play Airlines is well-positioned to become a preferred choice for those seeking economical yet reliable air travel options.

6. Austrian Airlines, Austria

• Austrian Airlines is Austria’s national airline, headquartered in Vienna.
• It operates flights to numerous destinations across Europe and beyond, emphasising quality service and comfort.
• Additionally, it is part of the Lufthansa Group and is known for its hospitality.
• It ranks sixth with an AirHelp Score of 7.89 out of 10, showcasing its reputation as a leading European carrier known for excellent service quality and reliability.
• As Austria’s flagship airline, it connects passengers to more than 130 destinations worldwide while emphasizing comfort and hospitality throughout their journey.
• The airline scores well in customer opinion (8.2) and claim processing (7.9), reflecting its dedication to addressing passenger needs effectively while ensuring smooth travel experiences.
• Although its on-time performance rating is slightly lower at 7.6, Austrian Airlines continues to prioritise punctuality through operational improvements.
• Austrian Airlines offers a range of travel classes designed to cater to different passenger preferences—from economy to business class—while providing high-quality meals inspired by Austrian cuisine onboard flights.
• With a commitment to sustainability initiatives and enhancing passenger comfort through modern aircraft features, Austrian Airlines remains a top choice for travellers exploring Europe and beyond.

7. LOT Polish Airlines, Poland

• LOT Polish Airlines is the flag carrier of Poland and operates from its hub at Warsaw Chopin Airport.
• LOT Polish Airlines holds seventh place with an AirHelp Score of 7.84 out of 10, marking itself as Poland’s leading carrier with a strong focus on connecting Europe with North America and Asia.
• The airline’s commitment to quality service is evident in its customer opinion score of 8.4.
• LOT Polish Airlines boasts an on-time performance rating of 7.6, which reflects its dedication to maintaining punctual flight schedules despite operational challenges faced by many airlines today.
• The airline also excels in claim processing with a score of 7.5, demonstrating effective handling of passenger claims when issues arise.
• With a modern fleet featuring comfortable seating arrangements and enhanced onboard services, including traditional Polish cuisine, LOT Polish Airlines offers an enjoyable flying experience that appeals to travellers seeking both comfort and cultural experiences on their journeys.

8. Air Arabia, United Arab Emirates

• Air Arabia is a low-cost airline based in the United Arab Emirates, specifically Sharjah.
• It offers affordable travel options primarily within the Middle East and North Africa while maintaining a focus on customer service.
• It ranked eighth with an AirHelp Score of 7.58 out of 10 as one of the leading low-cost carriers based in the Middle East since its inception just over twenty years ago.
• Despite facing challenges regarding punctuality—reflected in their lowest on-time performance score of 6.3—the airline maintains decent scores for customer opinion (7.6) and claim processing (8.8).
• These figures indicate that even when flights do not go as planned, Air Arabia effectively manages claims efficiently while ensuring satisfactory service levels during travel.
• Air Arabia’s diverse range of destinations combined with competitive pricing strategies makes it an attractive option for those looking for economical travel solutions without compromising too much on service quality or comfort during their journey.

9. Widerøe, Norway

• Widerøe is a regional airline based in Norway that serves various domestic routes throughout the country.
• It occupies ninth place with an AirHelp Score of 7.55 out of ten.
• This regional airline serves as an essential transportation provider throughout Norway’s rural areas while connecting passengers via short-haul flights across various scenic routes within Scandinavia.
• Widerøe achieves an 8.6 rating for punctuality, demonstrating reliability even when operating from smaller airports or airstrips where traditional airlines may struggle due to limited infrastructure availability or weather conditions affecting operations.
• Although Widerøe’s overall scores are slightly lower regarding customer opinion (7.3) and claim processing (6.7), they continue striving towards improving these aspects by focusing on enhancing passenger experiences.

10. Air Serbia, Serbia

• Air Serbia, headquartered in Serbia, serves as the national carrier of the country.
• Based at Belgrade Nikola Tesla Airport, it connects passengers to various European destinations while focusing on improving customer experience and operational efficiency.
• It rounds out the top ten airlines according to the AirHelp Score with a commendable rating of 7.53 out of 10.
• This carrier has made significant strides recently after improving several operational aspects significantly over previous years, resulting in higher rankings compared to prior assessments conducted by AirHelp.
• In the past, this airline ranked lower than its current position, primarily due to improvements in claims processing. This area received the highest score among all airlines listed, earning 9 points.
• This indicates that the airline has implemented exceptional management practices focused on satisfying customers during the often challenging situations encountered while travelling abroad by air.

The Bottom Of The Barrel

Topping the list of underperformers is Tunisair, which found itself at the very bottom of the 109 airlines evaluated. The North African carrier’s poor showing reflects a broader trend of challenges several low-cost and regional airlines face. Buzz, Nouvelair, Bulgaria Air, and El Al Israel Airlines are closely behind, rounding out the top five worst-rated airlines globally. Factors such as operational inefficiencies, customer service issues, and the lingering effects of the COVID-19 pandemic likely contributed to their poor performance.

While the worst performers were predominantly international carriers, North American airlines didn’t escape scrutiny. JetBlue and Air Canada found themselves among the 50 worst-rated airlines, a concerning sign for two major players in the North American market. This placement suggests that even established carriers in developed markets are not immune to the industry’s challenges.

Best And Worst Airlines In The World In 2024

Worst Airlines In The World

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

Best Airlines In The World

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

Since 2013, AirHelp has helped more than 16 million passengers understand their rights and claim ​up​ to €600 in compensation for delayed or canceled flights. All they need to do is to submit their flight details — if they are eligible, AirHelp will handle the claim process on their behalf for a 35% fee (or 50% if legal procedures are needed). If Airhelp can’t get them the money, passengers don’t pay a thing! ​