When evaluating the world’s best airlines, factors such as modern aircraft, comfortable seats, and pleasant flight attendants are often considered. However, according to passenger rights company AirHelp, there is a crucial element that is often overlooked – how airlines treat customers when problems occur. In their annual “AirHelp Score,” AirHelp assesses airlines based on punctuality, customer opinions, and the efficiency of handling compensation claims. This article will delve into the importance of customer treatment and its impact on airline rankings.
The AirHelp Score is determined by evaluating 83 airlines and weighing three factors equally: punctuality, customer opinions, and compensation claim handling efficiency. Based on data from Jan. 1 to Sept. 30, 2023, the top-ranked airlines in the 2023 AirHelp Score are:
- Qatar Airways – 8.38
- Eurowings – 8.27
- LOT Polish Airlines – 8.11
- Etihad Airways and All Nippon Airways (tie) – 8.09
- Austrian Airlines – 8.07
- American Airlines – 7.97
- China Airlines – 7.92
- Wideroe – 7.89
- United Airlines – 7.88
On the other end of the spectrum, the lowest-scoring airlines on the 2023 AirHelp Score are:
- Tunisair – 4.12
- British Airways – 5.03
- Frontier Airlines and Pegasus Airlines (tie) – 5.18
- Czech Airlines – 5.20
- Air Canada – 5.68
- Spirit – 5.69
- TAROM and Azores Airlines (tie) – 5.71
- Air Austral – 5.77
Interestingly, Qatar Airways has consistently ranked at the top of the AirHelp Score, except in 2016, when it fell to second place behind Singapore Airlines. However, in 2022, it tied for the top spot with Etihad Airways. The full list can be found on AirHelp’s website.
One aspect that greatly influences an airline’s ranking on the AirHelp Score is its handling of compensation claims. The top five airlines with the highest scores in compensation claim processing are:
- China Airlines and Brussels Airlines (tie) – 8.2
- United Airlines, SAS Scandinavian Airlines, and airBaltic (tie) – 8.1
Conversely, the airlines with the lowest scores in terms of claims resolution are:
- British Airways – 1
- Gulf Air – 1.4
- Czech Airlines, Aircalin, and Vietnam Airlines (tie) – 1.7
British Airways, despite its popularity and size, received the lowest score in claims resolution. AirHelp suggests that this may be due to the airline being understaffed and handling a large volume of claims. In response to this criticism, British Airways has made efforts to improve its response times and has recruited additional staff and introduced automated technology to expedite claim resolutions.
Impact on Passenger Satisfaction
The way an airline handles customer claims for compensation directly impacts passenger satisfaction and overall operational efficiency. Swift resolution of claims related to lost baggage, flight disruptions, and other inconveniences is crucial in retaining passengers and preventing them from choosing alternative airlines for future travel plans.
While factors like modern aircraft and comfortable seats are often highlighted in airline rankings, the treatment of customers during challenging situations is an essential element that should not be neglected. The AirHelp Score provides valuable insights into how airlines prioritize their customers’ needs when problems arise. By improving compensation claim handling and prioritizing customer satisfaction, airlines have the opportunity to not only elevate their ranking on the AirHelp Score but also build a loyal customer base.