Post by : Mariam
Al-Faris
Etihad Airways has been recognised as one of the world’s top airlines in the 2025 AirHelp Score, achieving an impressive overall score of 8.07 out of 10. This result marks a jump of nine places compared to last year, highlighting Etihad’s rapid improvement and focus on passenger experience.
The AirHelp Score is widely regarded as one of the most reliable airline rankings globally. It evaluates airlines across three main areas: on-time performance, passenger feedback, and how efficiently airlines handle compensation claims when flights are delayed or disrupted. The 2025 ranking was based on data collected from flights between 1st October 2024 and 30th September 2025, as well as surveys from over 11,500 passengers in more than 60 countries.
Etihad achieved this remarkable performance during a year of significant growth. The airline expanded its fleet to 120 modern aircraft, increased its network to over 100 destinations worldwide, and carried 19% more passengers year-on-year. Despite this rapid growth, Etihad maintained high standards in punctuality, customer service, and overall passenger satisfaction.
Antonoaldo Neves, Chief Executive Officer of Etihad Airways, said the ranking is a proud moment for the airline. “Rising to one of the top two airlines globally is an extraordinary achievement,” he said. “It reflects our commitment to getting our guests to their destinations on time, providing thoughtful hospitality at every touchpoint, and supporting passengers whenever plans change. This success belongs to every member of our team who works hard to make every flight a positive experience.”
Tomasz Pawliszyn, CEO of AirHelp, praised Etihad’s performance. He said, “Etihad Airways’ rise to second place globally, with an overall score of 8.07, is remarkable. Climbing nine places in a year shows their dedication to passenger experience, punctuality, and satisfaction. As aviation changes, the 2025 AirHelp Score highlights airlines meeting modern passenger expectations, including honesty, accountability, and reliability.”
The AirHelp Score evaluates several aspects of an airline’s performance. The customer opinion rating includes reviews of cabin crew service, comfort, cleanliness, food, and in-flight entertainment. Additionally, the claim-processing score measures how efficiently and fairly airlines handle passenger compensation for flight disruptions. Etihad’s high ranking reflects strong performance across all these areas, showing a balanced focus on service, reliability, and operational excellence.
This achievement positions Etihad among the elite global airlines and highlights the airline’s ongoing dedication to improving the travel experience for passengers. With this ranking, Etihad continues to set a high standard in the aviation industry, showing that rapid growth can go hand-in-hand with outstanding service quality.
By focusing on on-time performance, efficient claims handling, and passenger satisfaction, Etihad Airways demonstrates its commitment to meeting the needs of modern travelers. The 2025 AirHelp Score recognises airlines that succeed in combining operational reliability with thoughtful service, and Etihad’s rise in the ranking confirms its position as one of the best airlines in the world.
English
