AirHelp Unveils World’s Best Airlines & Airports in Annual AirHelp Score

AirHelp, the world’s largest organization for air passenger rights, announced the results of its annual AirHelp Score which rates global airlines and airports. First launched in 2015, AirHelp Score is the most comprehensive data-based evaluation of airlines and airports, rating them on service quality, on-time performance, claim processing and food and shops - taking into account flight and after-flight services.

To create this ranking, AirHelp has used top data sources, including its database of flight statistics, which is one of the largest and most comprehensive in the world, tens of thousands of customer opinions and its own experience in helping 10 million passengers around the world process compensation following flight disruption.

The 2019 AirHelp Score results prove airlines who put customers first come out ahead

The highest rated airline in the 2019 AirHelp Score rankings is Qatar Airways, which has successfully held its top position since 2018 due to consistency in effective claims processing and high punctuality. Specifically, Qatar Airways scored 7.8 for claim handling and 8.4 for its on-time performance. Other than Qatar Airways, a major shift occurred among the rest of the top five airlines; American Airlines, Aeromexico, SAS Scandinavian Airlines and Qantas ranked second through fifth, which showed significant achievement in claims processing and punctuality.

While the top five airlines scored well in passenger-focused areas like claims processing and punctuality, several of the lowest rated airlines, including Ryanair, Korean Air, EasyJet, and Thomas Cook Airlines, made headlines this year for mistreatment of passengers. For example, Ryanair’s staff went on strike, causing countless disruptions, and then the airline refused to pay out the compensation that passengers were owed. This shows that poor passenger support when flight plans go wrong will show in poor rankings.

‘’The 2019 AirHelp Score proves that airlines with higher passenger satisfaction provide more than consistent punctuality. We need to keep in mind that airlines are dealing with a new type of traveler: educated, increasingly aware of her needs and rights, and able to choose between a broad range of air carriers. It means that even those airlines which cannot keep their punctuality high have a chance to keep passengers connected to their brand by providing a positive after-flight service when their travel plans go wrong. Our study shows that airlines that put passengers first and hold themselves accountable by executing the rightfully owed compensation claims quickly and without hassle earn customers’ trust in this highly competitive market,” said AirHelp CEO and co-founder Henrik Zillmer.

AirHelp Score’s airport ratings show improvement is still needed

Among 132 analyzed airports, customers enjoyed the best experience at Hamad International Airport, Tokyo Haneda International Airport and Athens International Airport, who have ranked as the top three airports since the first AirHelp Score ranking. Eindhoven Airport, Kuwait International Airport, and Lisbon Portela Airport fell short with the bottom spots this year. All airports were rated based on on-time performance, service quality and food and shopping options.

“It is clear the global airline industry is in need of significant improvement, with overbooked flights and cancellations making national headlines month after month, and the consistent mistreatment of passengers,” said Zillmer.  “Although most U.S. airlines and airports rated well this year, there is still a lot of work to be done as more than 90% of U.S. travelers are still unaware of their air passenger rights.”

How the airlines and airports are rated

The 2019 AirHelp Score marks the company’s eighth report since it began evaluations in 2015. AirHelp developed this report to combine expert knowledge and industry expertise to give air passengers better predictions for what their experiences will look like at different airports, how the airlines will treat them under normal circumstances, and what to expect if their flight gets delayed, canceled or overbooked. To determine the airline rankings, AirHelp rates airlines equally on three areas, including claims processing, on-time performance, and quality of service. Airports’ scores are determined by on-time performance, which accounts for 60% of the score, and then quality of service, which is 20% of the score, and food and shopping options which makes up the remaining 20% of the score.

 

NEW Position Airport code Airport name Country 1) ON TIME PERFORMANCE 2) QUALITY OF SERVICE 3) QUALITY OF RETAIL SCORE
1 DOH Hamad International Airport Qatar 8.3 8.5 8.5 8.39
2 HND Tokyo International Airport  Japan 8.4 8.4 8.4 8.39
3 ATH Athens International Airport  Greece 8.1 9.0 8.7 8.38
4 CWB Afonso Pena International Airport Brazil 8.4 8.4 8.3 8.37
5 GDN Gdańsk Lech Wałęsa Airport Poland 8.2 8.7 8.5 8.35
6 SVO Sheremetyevo International Airport Russia 8.5 8.1 8.0 8.35
7 SIN Changi Airport Singapore Singapore 7.8 9.2 8.7 8.27
8 HYD Rajiv Gandhi International Airport India 7.8 9.0 8.8 8.27
9 TFN Tenerife North Airport Spain 8.2 8.4 8.2 8.26
10 VCP Viracopos/Campinas International Airport Brazil 8.4 8.2 7.9 8.25
11 REC Recife International Airport Brazil 8.1 8.4 8.1 8.19
12 UIO Mariscal Sucre International Airport Ecuador 7.8 8.8 8.7 8.16
13 BSB Brasília–Presidente Juscelino Kubitschek International Airport Brazil 8.2 8.2 7.9 8.14
14 CRL Brussels South Charleroi Airport Belgium 8.6 7.6 7.2 8.12
15 CNF Tancredo Neves International Airport Brazil 8.1 8.3 7.9 8.12
16 NGO Chubu Centrair International Airport Japan 8.3 7.8 7.8 8.11
17 SDU Santos Dumont Airport Rio de Janeiro Brazil 8.2 8.0 7.9 8.07
18 TRD Trondheim Airport Norway 8.2 8.2 7.5 8.04
19 FOR Pinto Martins–Fortaleza International Airport Brazil 8.0 8.2 7.9 8.03
20 EZE Buenos Aires Ezeiza Airport Argentina 7.7 8.6 8.5 8.03
22 BIO Bilbao Airport Spain 7.8 8.4 8.1 8.00
21 POA Salgado Filho International Airport Brazil 8.1 8.0 7.7 8.00
23 SVG Stavanger Airport Norway 8.3 7.9 7.3 8.00
24 DEL Delhi Indira Gandhi International Airport India 7.3 9.1 9.0 7.99
25 GIG Rio de Janeiro–Antonio Carlos Jobim International Airport Brazil 8.1 7.7 7.8 7.97
26 PER Perth Airport Australia 8.3 8.2 6.8 7.95
27 LPA Gran Canaria Airport Spain 7.7 8.3 8.2 7.94
28 BLL Billund Airport Denmark 8.2 7.9 7.3 7.94
29 SAW Istanbul Sabiha Gokcen International Airport Turkey 7.8 8.3 8.1 7.93
30 SCL Santiago International Airport Chile 7.6 8.5 8.3 7.92
31 CGH São Paulo/Congonhas Airport  Brazil 8.0 7.8 7.7 7.92
32 SSA Salvador-Deputado Luís Eduardo Magalhães International Airport Brazil 8.0 7.7 7.7 7.91
33 MAD Madrid Barajas International Airport Spain 7.4 8.5 8.7 7.91
34 ATL Hartsfield–Jackson Atlanta International Airport United States 7.9 7.8 8.1 7.89
35 BGO Bergen Airport (Flesland) Norway 8.1 7.9 7.2 7.88
36 IAH Houston George Bush Intercontinental Airport  United States 7.9 7.8 7.8 7.87
37 AUH Abu Dhabi International Airport United Arab Emirates 7.4 8.7 8.4 7.85
38 FUE Fuerteventura Airport Spain 7.7 8.3 7.7 7.84
39 YEG Edmonton International Airport Canada 8.0 7.9 7.4 7.83
40 SEA Seattle-Tacoma International Airport United States 7.9 7.8 7.8 7.83
41 LAS Las Vegas McCarran International Airport United States 7.6 8.3 7.8 7.81
42 ACE Lanzarote Airport Spain 7.6 8.4 7.9 7.79
43 RUH Riyadh Airport - King Khalid International Airport Saudi Arabia 7.2 8.8 8.6 7.77
44 KIX Kansai International Airport Japan 7.7 7.9 7.9 7.77
45 GRU São Paulo–Guarulhos International Airport Brazil 7.5 8.1 8.2 7.76
46 HEL Helsinki Airport Finland 7.4 8.6 7.8 7.76
47 CVG Cincinnati/Northern Kentucky International Airport United States 7.6 8.3 7.6 7.75
48 CPH Copenhagen Airport Denmark 7.5 8.1 8.1 7.75
49 VLC Valencia Airport (Manises) Spain 7.3 8.6 8.1 7.74
50 OSL Oslo Airport Norway 7.5 8.0 8.0 7.73
51 HAJ Hannover Airport Germany 7.8 7.7 7.3 7.69
52 DEN Denver International Airport United States 7.6 7.9 7.7 7.67
53 GMP Gimpo International Airport South Korea 7.3 8.4 7.9 7.66
54 STR Stuttgart Airport Germany 7.6 7.8 7.5 7.65
55 BKK Bangkok Suvarnabhumi Airport Thailand 7.1 8.4 8.3 7.63
56 WAW Warsaw Chopin Airport Poland 7.0 8.5 8.5 7.60
57 MCO Orlando International Airport United States 7.4 7.9 7.8 7.60
58 AGP Málaga–Costa del Sol Airport  Spain 6.9 8.7 8.7 7.60
59 YYC Calgary International Airport  Canada 7.5 8.0 7.4 7.60
60 AKL Auckland Airport New Zealand 7.4 8.1 7.6 7.58
61 ALC Alicante Airport Spain 7.0 8.6 8.3 7.57
62 NRT Tokyo Narita Airport Japan 7.3 8.0 7.9 7.56
63 YLW Kelowna International Airport Canada 7.7 8.0 6.6 7.54
64 MIA Miami International Airport United States 7.6 7.2 7.8 7.53
65 SYD Sydney Airport Australia 7.3 7.9 7.8 7.51
66 BMA Stockholm Bromma Airport Sweden 7.5 8.0 7.1 7.50
67 AMS Amsterdam Airport Schiphol Netherlands 7.1 8.0 8.0 7.48
68 YVR Vancouver International Airport Canada 7.1 8.1 7.8 7.46
69 LAX Los Angeles International Airport United States 7.6 6.9 7.5 7.46
70 BRS Bristol Airport United Kingdom 7.1 8.2 7.6 7.43
71 SFO San Francisco International Airport United States 7.3 7.6 7.5 7.39
72 YOW Ottawa International Airport Canada 7.2 8.1 7.3 7.39
73 LHR London Heathrow Airport United Kingdom 6.8 8.4 8.0 7.39
74 HAM Hamburg Airport Germany 7.2 7.7 7.6 7.38
75 ORD Chicago O'Hare International Airport United States 7.1 7.7 7.8 7.37
76 MEL Melbourne Airport Australia 7.1 7.9 7.5 7.36
77 BSL EuroAirport Basel-Mulhouse-Freiburg Switzerland 7.1 7.8 7.6 7.36
78 BHX Birmingham Airport United Kingdom 7.0 8.1 7.8 7.36
79 SXF Berlin Schönefeld Airport Germany 7.8 6.9 6.6 7.35
80 BOS Boston Logan International Airport United States 7.1 7.9 7.5 7.35
81 DUB Dublin Airport Ireland 6.9 8.2 7.8 7.33
82 GOT Gothenburg Landvetter Airport Sweden 7.0 8.1 7.6 7.33
83 HOU Houston William P. Hobby Airport United States 7.1 7.8 7.6 7.32
84 CGN Cologne Bonn Airport Germany 7.2 7.5 7.6 7.32
85 VIE Vienna International Airport Austria 6.7 8.4 8.2 7.32
86 JFK New York John F. Kennedy International Airport United States 7.2 7.2 7.8 7.31
87 ZRH Zurich Airport Switzerland 6.9 7.9 8.0 7.30
88 BOM Mumbai Chhatrapati Shivaji International Airport India 6.2 9.0 8.9 7.29
89 TLS Toulouse-Blagnac Airport France 6.8 8.2 7.9 7.29
90 NUE Nuremberg Airport Germany 7.1 7.8 7.3 7.28
91 TFS Tenerife South Airport Spain 6.6 8.2 8.2 7.24
92 DME Domodedovo Moscow Airport Russia 6.7 8.0 7.9 7.23
93 FCO Rome–Fiumicino International Airport Italy 6.8 7.7 8.2 7.23
94 SVX Koltsovo International Airport Russia 6.8 7.9 7.8 7.22
95 MXP Milan Malpensa Airport Italy 6.7 7.7 8.2 7.22
96 TXL Berlin Tegel Airport Germany 7.2 7.3 7.1 7.20
97 YHZ Halifax Stanfield International Airport Canada 6.7 8.3 7.4 7.18
98 ARN Stockholm Arlanda Airport Sweden 6.7 8.1 7.7 7.17
99 MUC Munich International Airport Germany 6.6 8.0 7.9 7.16
100 BOD Bordeaux-Mérignac Airport France 6.6 8.2 7.4 7.09
101 YUL Montréal-Pierre Elliott Trudeau International Airport  Canada 6.7 7.8 7.5 7.07
103 BCN Barcelona–El Prat Airport Spain 6.1 8.3 8.4 7.02
102 KEF Keflavík International Airport Iceland 6.2 8.6 8.0 7.02
104 LCY London City Airport United Kingdom 6.5 7.6 8.0 6.99
105 ICN Seoul Incheon International Airport South Korea 5.8 8.8 8.8 6.99
106 GVA Geneva Airport Switzerland 6.7 7.6 7.2 6.98
107 PMI Palma de Mallorca Airport Spain 6.4 7.8 7.9 6.98
108 YYZ Toronto Pearson International Airport Canada 6.4 7.7 7.8 6.97
109 STN London Stansted Airport United Kingdom 6.4 7.7 7.7 6.94
110 YQB Quebec City Jean Lesage International Airport Canada 6.6 7.6 7.3 6.94
111 DXB Dubai International Airport United Arab Emirates 5.7 8.9 8.7 6.94
112 KRK Kraków John Paul II International Airport Poland 5.8 8.8 8.4 6.94
113 FRA Frankfurt Airport Germany 6.2 7.8 8.1 6.91
114 HKG Hong Kong International Airport Hong Kong 6.2 8.3 7.7 6.91
115 BRU Brussels National Airport Belgium 6.2 7.8 7.7 6.84
116 EWR Newark Liberty International Airport United States 6.7 7.1 7.1 6.83
117 BOG Bogota El Dorado International Airport Colombia 5.6 8.6 8.6 6.82
118 DUS Düsseldorf International Airport Germany 6.1 7.7 7.9 6.79
119 LYS Lyon-Saint Exupéry Airport France 6.0 8.2 7.8 6.79
120 KUL Kuala Lumpur International Airport Malaysia 6.5 7.0 7.4 6.75
121 CDG Paris Charles de Gaulle Airport France 5.8 7.9 8.1 6.70
122 EDI Edinburgh Airport United Kingdom 5.9 8.1 7.6 6.67
123 LGW London Gatwick Airport United Kingdom 5.7 8.0 7.9 6.62
124 YTZ Billy Bishop Toronto City Airport Canada 5.8 8.1 7.0 6.50
125 OPO Porto Airport Portugal 5.6 7.9 7.6 6.46
126 ORY Paris Orly Airport France 5.4 7.9 7.8 6.37
127 MAN Manchester Airport United Kingdom 5.2 7.8 8.0 6.26
128 MLA Malta International Airport Malta 5.0 7.7 7.5 6.05
129 OTP Henri Coandă International Airport Romania 6.0 6.1 6.0 6.03
130 EIN Eindhoven Airport Netherlands 4.9 7.8 7.1 5.92
131 KWI Kuwait International Airport Kuwait 4.3 8.0 8.0 5.78
132 LIS Lisbon Portela Airport Portugal 4.7 7.3 7.4 5.77
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