Best Airlines
Beloved Virgin Atlantic lands a spot on this coveted list. But nine airlines fare better.Though there’s some debate about when a vacation really starts, one thing is for certain: The experience you have in the air can help make or break the trip.
This is especially true if you’re on a long-haul flight for hours and hours. Can you get any sleep? How are the in-flight meals? Were you able to watch current movies and TV shows? What about beverages? The size and cleanliness of the plane, the friendliness of the crew, and whether you get to your destination on time are also important when you’re traveling by air.
The team over at AirHelp, a company that helps travelers get money for delayed flights, decided to crunch some numbers to figure out which airlines make the journey as painless as possible. They analyzed data from 72 airlines around the world, looking at their on-time performance, quality of service and claim processing.
Curious to see if your favorite airline landed near the top of the list? Read on for the best airlines in the world.
25. Luxair
On-time performance: 8.4
Quality of service: 6.8
Claim processing: 8.2
Total: 7.78 (out of 10)
Note: Rankings are based on AirHelp's report.
Bottom Line: Luxair
Serving nearly 2 million passengers each year, Luxair is hubbed at Luxembourg Airport and is the national flag carrier for the country. Passengers love the fact that most Luxair flights are on time, as well as how the company handles problems when they arise.
“Excellent airline with fabulous cabin staff,” one happy passenger posted online. “Old-school service with sweets handed out before landing. Our flight was bang on time and the check in was also seamless with a lovely check-in agent.”
Though the airline has just 16 airplanes, it manages to transport passengers to 20 cities throughout Europe. It’s small, but apparently mighty when it comes to customer satisfaction.
24. Kenya Airways
On-time performance: 9.2
Quality of service: 6.3
Claim processing: 7.9
Total: 7.79
Bottom line: Not only does Kenya Airways have an incredible track record of on-time flights, but the airline is also known among travelers for customer service that goes above and beyond the norm.
Case in point: One traveler got stuck at the airport because of a paperwork error, but says that Kenya Airways staff members set him up with a hotel and helped him navigate the issues at hand. "It is nice to see that some companies still believe in customer service," he wrote.
The airline, which launched in 1977, flies to 51 destinations around the world (43 of which are in Africa) and serves more than 3 million people each year. It prides itself on "connecting Africa to the World and the World to Africa" with its fleet of 32 planes.
Bottom Line: Kenya Airways
Not only does Kenya Airways have an incredible track record of on-time flights, but the airline is also known among travelers for customer service that goes above and beyond the norm.
Case in point: One traveler got stuck at the airport because of a paperwork error, but says that Kenya Airways staff members set him up with a hotel and helped him navigate the issues at hand. "It is nice to see that some companies still believe in customer service," he wrote.
The airline, which launched in 1977, flies to 51 destinations around the world (43 of which are in Africa) and serves more than 3 million people each year. It prides itself on "connecting Africa to the World and the World to Africa" with its fleet of 32 planes.
23. American Airlines
On-time performance: 7.8
Quality of service: 6.3
Claim processing: 9.5
Total: 7.84
Bottom Line: American Airlines
Headquartered in Fort Worth, Texas, American Airlines is a behemoth airline that operates nearly 6,700 flights each day. For more than 90 years, this airline has been helping people get around.
Today, you can fly to 350 airports in 50 countries with American, which launched when Charles Lindbergh carried mail by plane from St. Louis to Chicago in 1926.
Though American has had its fair share of bad publicity in recent years, there are also some heartwarming stories you probably haven’t heard.
One passenger had a seizure shortly after boarding her American flight from Charlotte to Tampa and said the crew made her feel totally comfortable. "I wasn’t rushed off the plane or felt embarrassed," she wrote. "(One) steward in particular stands out … he was so amazing and patient and helpful."
22. Ethiopian Airlines
On-time performance: 8.4
Quality of service: 7.8
Claim processing: 7.4
Total: 7.85
Bottom Line: Ethiopian Airlines
Founded in 1946, Ethiopian Airlines is the national flag carrier for Ethiopia, servicing 85 destinations across five continents (including tons of spots in Africa).
Though they were in the news for the tragic March 2019 crash that killed 157 people, overall, Ethiopian has a positive reputation with travelers. They say the airline has friendly staffers and efficient processes.
One passenger reported being "pleasantly surprised" by the airline. "Aircraft was very clean and new. The food (booked vegetarian) was delicious. Service was very friendly and accommodating! Was a perfect flight for our trip to Namibia."
21. British Airways
On-time performance: 7.7
Quality of service: 7.8
Claim processing: 8.1
Total: 7.85
Bottom Line: British Airways
You’ll see lots of comments like "Service on board was excellent" and "A very pleasant flight" from travelers who have flown with British Airways, the flag carrier for the United Kingdom. The airline can take you to more than 200 airports in 75 countries all over the world with its fleet of more than 280 airplanes.
Some 45 million people fly with British Airways every year, which means the airline serves 25 million cups of tea (how very British!).
But it’s not just the onboard service and amenities that guests like with British Airways. They’re also fans of the airline’s crew, food and entertainment options.
"The service was fantastic. The meal was nice, and we were offered plenty of drinks throughout the flight," one happy traveler wrote. "We left and arrived on time. The seat and legroom was fine. ...The cabin crew were very friendly."
20. Transavia
On-time performance: 8.5
Quality of service: 6.3
Claim processing: 8.9
Total: 7.88
Bottom Line: Transavia
This budget airline based in the Netherlands has a lot of fans, and its low prices are just one reason. In general, travelers report being pleasantly surprised by their experiences with Transavia, which flies to more than 100 destinations throughout Europe. Transavia is punctual, efficient, friendly and clean — a great value for the money.
"I expected it to be mediocre and see unhappy faces (on the) staff. But everything went to perfection," one reviewer wrote online.
19. Air Dolomiti
On-time performance: 8.6
Quality of service: 8.0
Claim processing: 7.0
Total: 7.88
Bottom Line: Air Dolomiti
Air Dolomiti is the Italian arm of Lufthansa, another highly rated airline, so it’s not surprising that it made AirHelp’s list of the best airlines in the world.
Passengers say flying with Air Dolomiti is a generally hassle-free experience with lots of little perks built in — prosecco on a short flight, for instance.
Wrote one satisfied customer: "Extremely friendly staff, comfortable seats, and excellent wines served in proper glasses! Even the snack was high class."
18. Aer Lingus
On-time performance: 8.4
Quality of service: 8.0
Claim processing: 7.3
Total: 7.9
Bottom Line: Aer Lingus
As the flag carrier for Ireland, Aer Lingus represents its country well. Some travelers say they’ve specifically sought out Aer Lingus flights because they heard so many rave reviews about the airline.
One passenger summed it up nicely, writing: "I had heard good things about this airline and for once, the things I heard all turned out to be true. Fantastic attendants, friendly, efficient and attentive. The plane was in excellent condition and was clean and passenger friendly. The seats were comfortable for the 7-8 hour flight and the entertainment was plentiful. If you have the chance, choose Aer Lingus and you will not be disappointed."
Need we say more?
17. El Al Israel Airlines
On-time performance: 8.1
Quality of service: 6.3
Claim processing: 9.4
Total: 7.9
Bottom Line: El Al Israel Airlines
Claim processing is practically off the charts in AirHelp’s analysis of El Al Israel Airlines, the flag carrier of Israel, which is just one reason why people love this airline. It’s best known, though, for having top-notch security procedures, and regularly wins awards in that category. Because of the extra lengths El Al Israel goes to, travelers report feeling confident and safe while flying with the airline.
If you’re curious about their protocols, read this passenger's assessment: "This was the tightest security I’ve ever experienced at an airport. I was interviewed extensively ahead of the multiple security checkpoints. My carry-on was carefully inspected, as were my pockets of my jacket. These guys don’t mess around! It certainly made me feel an added sense of security onboard."
16. Emirates
On-time performance: 7.8
Quality of service: 8.3
Claim processing: 7.7
Total: 7.91
Bottom Line: Emirates
Emirates’ fleet of Airbus A380 and Boeing 777 planes is just one feature that sets it apart from other international airlines.
The average age of its fleet is 5.7 years, well below the industry standard average of 25 years. Emirates, which is hubbed in Dubai and flies to more than 150 destinations on six continents, also has a reputation for being dependable and consistent.
One traveler described Emirates as "classy and elegant," two words you don’t hear that often to describe air travel.
15. Turkish Airlines
On-time performance: 7.3
Quality of service: 8.0
Claim processing: 8.5
Total: 7.94
Bottom Line: Turkish Airlines
Istanbul-based Turkish Airlines, which recently celebrated 85 years in business by unveiling new high-fashion uniforms for its flight crews, is regularly lauded for its no-headache flights.
People who fly Turkish Airlines often report being very comfortable, even during long-haul trips. There’s delicious food and a solid selection of in-flight entertainment, and the staff seems to genuinely care that passengers are having a positive experience.
The airline now is hubbed at a new airport in Istanbul, which is expected to become one of the busiest in the world.
14. Flybe
On-time performance: 8.5
Quality of service: 6.3
Claim processing: 9.1
Total: 7.94
Bottom Line: Flybe
Each year, some 8 million people fly to 81 destinations with Flybe, a low-cost British airline that has been in business since 1979 and is Europe’s largest regional airline.
One of the most common words passengers use to describe Flybe is "simple." Everything from online check-in to the boarding process feels efficient, easy and friendly, passengers say. British travelers particularly like that Flybe offers flights out of smaller, quieter airports, such as Southampton Airport.
"Flying with Flybe is pleasant, calm, organized, friendly, professional. No frills, but also no drama, no fuss," one passenger wrote.
13. Wizz Air
On-time performance: 8.8
Quality of service: 6.0
Claim processing: 9.1
Total: 7.95
Bottom Line: Wizz Air
Hungary’s Wizz Air is a budget airline based in Budapest that flies to more than 130 destinations. The company is relatively young, having launched in 2003, but has grown quickly over the years — it recently celebrated carrying its 2 millionth passenger.
Since the airline offers such low fares, passengers are typically skeptical at first, but then report being pleasantly surprised by their experiences. As long as you’re well aware that it’s a low-cost carrier, you won’t be disappointed.
One passenger explained: "If (you’re) looking for an airline that is on time, efficient with loading and luggage, and a reasonable price, then Wizz Air delivered."
12. Norwegian
On-time performance: 7.6
Quality of service: 7.8
Claim processing: 8.6
Total: 8.00
Bottom Line: Norwegian
Norwegian has some seriously low prices — they recently offered in-country flights in Argentina for just $18 and had a sale of one-way tickets between the U.S. and Europe starting at $89.
The good news is that in addition to being easy on the wallet, Norwegian has many sparkling new airplanes. In fact, the average age of its fleet is 3.7 years (compared to the industry standard of 25 years).
Beyond that, many travelers say that though their tickets were affordable, the experience itself didn’t feel cheap. "Cabin crew is always very polite and professional. Aircraft are new and clean, and the WiFi usually works well. Ticket prices are reasonable," one happy customer wrote.
11. KLM Royal Dutch Airlines
On-time performance: 8.5
Quality of service: 8.0
Claim processing: 7.5
Total: 8.01
Bottom Line: KLM Royal Dutch Airlines
KLM Royal Dutch Airlines isn’t afraid to experiment and stay relevant, even though it was founded in 1919. Case in point: The airline recently launched a new feature in their mobile app that uses the iPhone camera to tell passengers whether their carry-on luggage is the right size.
But beyond that, the flag carrier for the Netherlands is known for making passengers feel right at home when they’re in the air. "They make you feel special and pampered and before you know it; you are at your destination," one traveler wrote.
People also love KLM’s tradition of giving every passenger a miniature Delft blue Dutch house filled with gin — they’ve even become collectors’ items.
10. Virgin Atlantic
On-time performance: 8.2
Quality of service: 8.0
Claim processing: 7.9
Total: 8.04
Bottom Line: Virgin Atlantic
"Everything went like clockwork" is how one passenger described his recent experience flying with Virgin Atlantic, the airline founded by Virgin Records founder Richard Branson in 1984.
More than 5 million people flew with Virgin Atlantic in 2018, traveling between more than 200 destinations in the U.K. and the U.S. One of the airline’s calling cards is that it names all of its planes and puts unique designs on them — Uptown Girl, Daydream Believer, Ruby Tuesday and Honky Tonk Woman are just a few examples of the airline’s plane names.
Passengers also report feeling like the flight and ground crew members really care.
9. Air Malta
On-time performance: 8.6
Quality of service: 6.5
Claim processing: 9.1
Total: 8.09
Bottom Line: Air Malta
Though Air Malta is small, it has clearly made an impact on many of its passengers. The flag carrier for Malta flies to more than 35 cities in Europe and the Mediterranean and has earned a loyal fan base since its founding in 1973.
"We always fly Air Malta as the staff are friendly and give that lovely warm Maltese smile," one happy customer wrote. "OK, so they are not a big airline, but the hospitality is there and I know I'm in safe hands."
Bigger isn’t always better, apparently.
8. Qantas
On-time performance: 8.9
Quality of service: 8.0
Claim processing: 7.5
Total: 8.12
Bottom Line: Qantas
Founded in 1920, Australian flag carrier Qantas is one of the oldest airlines in the world. Qantas is also the country’s largest domestic and international airline, and is best known for its long-distance flights.
Its planes are largely on time, plus its crew members know how to strike the right balance to keep passengers happy on long flights, leading one customer to write: "A real credit to the airline as they really showed their professionalism, politeness and sense of fun with their passengers."
7. Aegean Airlines
On-time performance: 9.0
Quality of service: 8.3
Claim processing: 7.4
Total: 8.19
Bottom Line: Aegean Airlines
Aegean, Greece’s largest airline, flies more than 13 million passengers to 153 destinations around the world each year. With its track record of on-time flights and its quality of service, Aegean easily cracked AirHelp’s top 10 best airlines list for 2018.
Passengers appreciate the fact that Aegean has continued to offer little perks and amenities, even on short flights. "Even on a 30-minute flight, they manage to offer you hot and cold drinks AND a mini-meal while other legacy airlines would offer you crackers," one passenger wrote.
6. Austrian Airlines
On-time performance: 8.0
Quality of service: 8.0
Claim processing: 8.9
Total: 8.29
Bottom Line: Austrian Airlines
From on-time flights to excellent claim processing, Austrian Airlines really checks all the boxes. The flag carrier of Austria is owned by Lufthansa, another stellar airline on AirHelp’s list. It’s hubbed out of Vienna International Airport, a convenient central launch point for the airline’s 130 destinations around the world (with a focus on central and eastern Europe).
Travelers like that the airline is punctual and many say that it offers tastier food than most airlines. One happy flier wrote: "Super comfortable seats, very friendly crew, on time and super super food."
5. South African Airways
On-time performance: 8.5
Quality of service: 7.8
Claim processing: 8.7
Total: 8.31
Bottom Line: South African Airways
There are lots to love about South African Airways, the flag carrier for South Africa that transports more than 6.8 million passengers each year. The airline, which is hubbed out of O.R. Tambo International Airport just outside of Johannesburg, launched in 1934 and has grown to become one of the best airlines in the world.
After having a bad experience with another airline, one passenger wrote: "We were amazed at the service received on our SAA flight. Everything was spotless, cabin staff friendly, free on-board entertainment. The food was delicious and each seat had a pillow, a blanket and a pack with traveling socks, eye shields, toothbrush and toothpaste."
From the sounds of it, South African Airways knows how to convert travelers into loyal customers.
4. Singapore Airlines
On-time performance: 8.5
Quality of service: 9.8
Claim processing: 6.8
Total: 8.33
Bottom Line: Singapore Airlines
The quality of service score for Singapore Airlines is sky-high (pun intended), which helped the airline land the No. 4 spot on AirHelp’s list.
Nearly 20 million people flew to 62 destinations in 32 countries with Singapore Airlines during a recent fiscal year — and many of them were impressed with their experiences with the airline’s employees.
One traveler began to wax poetic after his recent flight: "Even during the busiest periods, every move by each staff member is as graceful and warm as the Singapore summer." Now that’s how you give a compliment.
3. Etihad Airways
On-time performance: 8.6
Quality of service: 9.3
Claim processing: 7.5
Total: 8.43
Bottom Line: Etihad Airways
This airline based in Abu Dhabi is the second-largest carrier in the United Arab Emirates.
What makes Etihad stand out from the crowd? The airline’s flights to more than 110 destinations on six continents are generally on time, and their service is excellent for the money, leading one traveler to describe his experience as "a first-class flight at an economy price."
Though the airline is fairly young (it was founded in 2003), it has already clearly established itself as a player on the world’s stage in a short period of time.
2. Lufthansa
On-time performance: 7.6
Quality of service: 9.5
Claim processing: 8.6
Total: 8.57
Bottom Line: Lufthansa
If there’s one thing German airline Lufthansa is known for, it’s consistency. Their unwavering service is what helped land them at No. 2 on AirHelp’s list.
Passengers say the airline’s employees are always extremely friendly and polite (it doesn’t hurt that they keep the drinks flowing, either), and that its airplanes are modern and clean.
The food is good and, overall, flying with Lufthansa is a pleasant, uneventful experience. And you really can’t argue with that.
1. Qatar Airways
On-time performance: 8.9
Quality of service: 9.5
Claim processing: 8.9
Total: 9.08
Bottom Line: Qatar Airways
People love Qatar Airways — and for good reason. Its planes are almost always on time, and the service it provides is almost off the charts.
So what makes this airline No. 1? Flying on Qatar Airways is like flying in "the golden days of air travel," according to one passenger. The planes are spotless, the staff members are always smiling, and the food is tasty.
A common feeling that many travelers share is that they just feel comfortable on Qatar Airways, even during long-haul flights.
Of course, not all airlines fare so well with customers. For a ranking of the world's worst airlines, read on.