Indigo ranked among ‘world’s worst’ airlines; Brussels Airlines makes it top

Hyderabad: The global airline industry received its annual report card from AirHelp Inc., which ranked carriers worldwide based on customer satisfaction, on-time performance and disruption claims.

This year’s 2024 AirHelp Score Report has brought surprising results, with major shifts in the rankings of both the best and worst airlines. Let’s dive into the highlights, exploring why some airlines soared high while others hit turbulence.

The Top 10 Airlines of 2024

1. Brussels Airlines

Brussels Airlines claimed the throne as the world’s best airline in 2024, unseating Qatar Airways after years of dominance. Known for its consistent on-time performance and exceptional in-flight services, the carrier scored high in customer feedback for food, comfort and service. It’s clear that Brussels Airlines’ attention to detail and passenger satisfaction made all the difference this year.

2. Qatar Airways

Though no longer number one, Qatar Airways remains a strong contender. Renowned for its luxurious amenities and impeccable customer service, the airline continues to set high standards for the industry. However, slight dips in operational efficiency might explain its fall to second place.

3. United Airlines

A surprising entry into the top three, United Airlines showed significant improvement in 2024. Investments in modernising its fleet, improving customer service and handling flight disruptions seem to have paid off, earning praise from travellers globally.

4. American Airlines

American Airlines climbed into the top five this year, solidifying its position as a favourite among frequent flyers. The airline’s focus on operational reliability and its revamped in-flight services contributed to its success.

5. Play (Iceland)

Play, Iceland’s low-cost carrier, has rapidly earned a reputation for its punctuality and customer satisfaction. Despite being a budget airline, it balances affordability with quality, making it a standout performer in the global rankings.

6. Austrian Airlines

Known for its warm hospitality and efficient operations, Austrian Airlines retained a strong position in the top 10. Passengers consistently praised its cabin crew for exceptional service and its flights for reliable on-time performance.

7. LOT Polish Airlines

LOT Polish Airlines continues to impress travellers with its seamless service and punctuality. The airline’s commitment to enhancing customer experience has earned it a place among the best airlines worldwide.

8. Air Arabia

As the only Middle Eastern budget airline in the top 10, Air Arabia has carved a niche for itself. Its affordable pricing and surprisingly high customer satisfaction scores make it a standout choice for travellers.

9. Widerøe

Norway’s regional carrier, Widerøe, won accolades for its reliability and strong focus on passenger needs. Its punctuality and customer-centric approach made it a favourite for travellers flying across Scandinavia.

10. Air Serbia

Rounding out the top 10 is Air Serbia, recognized for its excellent customer service and operational efficiency. The airline’s commitment to passenger satisfaction has earned it widespread appreciation.

The Worst Airlines of 2024

109. Tunisair

Tunisair ranked dead last, with passengers criticising its unreliable service and frequent flight disruptions. Poor handling of customer claims and lacklustre in-flight amenities cemented its position as the world’s worst airline in 2024.

108. Buzz

Buzz, a Ryanair subsidiary, struggled with low customer satisfaction due to its no-frills approach and frequent delays. Despite its affordability, passengers were unimpressed with the airline’s overall experience.

107. Nouvelair

Nouvelair’s operational inefficiencies and customer complaints regarding delays and poor service placed it near the bottom. It remains a disappointment for many travellers seeking better reliability.

106. Bulgaria Air

Bulgaria Air failed to meet passenger expectations with inconsistent performance and lacklustre customer service. Its inability to resolve disruptions effectively contributed to its low ranking.

105. El Al Israel Airlines

El Al faced criticism for flight delays and inconsistent customer service. Despite its reputation as a national carrier, the airline needs significant improvement to compete globally.

104. Pegasus Airlines

As a budget airline, Pegasus is known for its affordable pricing, but it also drew complaints about delays and unsatisfactory in-flight experiences.

103. IndiGo

India’s largest airline by market share, IndiGo, ranked disappointingly low. While the airline boasts high punctuality in domestic operations, its performance on customer satisfaction and disruption claims left much to be desired.

102. Tarom

Romania’s national airline faced criticism for outdated aircraft and poor customer service. Despite its legacy status, Tarom needs a revamp to improve its global standing.

101. Air Mauritius

Air Mauritius struggled with service quality and operational issues, leading to frequent complaints. The airline’s potential is overshadowed by its failure to address passenger concerns effectively.

100. Sky Express

Sky Express rounds out the bottom 10, with passengers unhappy about delayed flights and poor communication. Despite its focus on regional travel, the airline fell short of customer expectations.

The 2024 AirHelp Score rankings highlight the dynamic nature of the airline industry, with rising stars like Brussels Airlines and Play redefining passenger expectations while others, like IndiGo and Tunisair, grapple with persistent challenges.

Whether flying high or facing turbulence, the rankings inspire carriers to prioritise customer satisfaction and operational efficiency.