Airlines play a pivotal role in shaping our travel experiences. Whether it's punctuality, customer service, or how effectively claims are processed, these factors can make or break a trip. In 2024, AirHelp, a flight compensation company, released a comprehensive ranking of 109 airlines based on three key performance indicators: on-time performance, customer service, and claim processing efficiency. Let's dive into this year’s surprising results.

How the Rankings Were Determined

AirHelp utilized three primary criteria to evaluate the airlines:

On-Time Performance: This measures the percentage of an airline’s flights that arrive and depart as scheduled.
Customer Service: Passenger ratings for comfort, food quality, and staff service were collected to gauge overall satisfaction.
Claim Processing: How efficiently and fairly airlines handle compensation claims for disrupted flights.

By analyzing these metrics, the rankings shed light on the best and worst performers globally. 

Photo: unsplash.com/@alexandermils

Top 10 Best Airlines of 2024

In a surprising turn, Brussels Airlines, headquartered in Belgium, claimed the top spot for 2024, dethroning Qatar Airways, which had dominated the rankings since 2018. Despite not even making the top 10 last year, Brussels Airlines’ customer service and reliability improvements catapulted it first to place.

Here’s the complete list of the top 10 best airlines this year:

1. Brussels Airlines: Outstanding service and on-time performance led this underdog to claim the top spot.

2. Qatar Airways: A consistent performer despite slipping to second place.

3. United Airlines maintains its position as a solid contender among North American carriers.

4. American Airlines: Another North American giant is holding steady in the rankings.

5. Play: A newer airline is making waves with its customer-centric approach.

6. Austrian Airlines : Renowned for its premium customer service.

7. LOT Polish Airlines : A steady presence in the top 10, thanks to its dependable operations.

8. Air Arabia : Delivering value and quality in the budget travel segment.

9. Widerøe : Norway’s largest regional airline, was praised for its reliability.

10. Air Serbia : Continues to earn accolades for its consistent service.

Brussels Airlines’ meteoric rise demonstrates how focusing on key areas of passenger experience can turn an airline into a world leader.

Photo: unsplash.com/@gettyimages

Top 10 Worst Airlines of 2024

On the other end of the spectrum, Tunisair earned the dubious honor of being ranked the worst airline in the world. With low scores in all three performance areas, Tunisair landed in the 109th position. Passengers cited issues with punctuality, poor service, and almost non-existent claims processing as key complaints.

Here’s the list of the ten worst airlines:

1. Tunisair : Plagued by delays, poor service, and a dismal claims processing score of 0.2 out of 10.

2. Buzz: A low-cost carrier that could be more satisfied with punctuality and service.

3. Nouvelair : Struggled with on-time performance and passenger satisfaction.

4. Bulgaria Air: Scored poorly across all metrics.

5. El Al Israel Airlines : Noted for its lackluster customer service.

6. Pegasus Airlines : Frequent delays and subpar customer ratings.

7. IndiGo: Despite being a primary carrier in India, it faced significant challenges this year.

8. Tarom: Romania’s flag carrier, was criticized for inefficiency.

9. Air Mauritius: Failed to meet expectations in terms of both service and reliability.

10. Sky Express : Rounding out the list of poor performers with disappointing scores.

The rankings serve as a wake-up call for airlines to prioritize passenger experience. For travelers, they offer valuable insights into choosing the right airline. While the best airlines show what's possible when excellence is prioritized, the worst airlines highlight areas that need urgent improvement.

The 2024 rankings of the world’s best and worst airlines highlight the dynamic nature of the aviation industry. While some airlines soared to new heights, others struggled to meet basic expectations. For travelers, these rankings offer a roadmap to making informed decisions for future trips.