Etihad Airways Achieves Second Place In Global Rankings With 2025 AirHelp Score Of 8.07

Etihad Airways has achieved a significant milestone by securing a top position in the 2025 AirHelp Score rankings. The airline attained an impressive score of 8.07 out of 10, marking a notable rise of nine places compared to the previous year. This ranking is highly regarded for its comprehensive evaluation of airlines based on three main criteria: punctuality, customer feedback, and claim processing efficiency.

The assessment period for the 2025 results spanned from 1st October 2024 to 30th September 2025. It included flight data and insights from over 11,500 passengers across more than 60 countries. During this time, Etihad expanded its fleet to 120 aircraft and increased its network to over 100 destinations globally. The airline also experienced a 19% increase in passenger numbers while maintaining high standards in punctuality and customer satisfaction.

Antonoaldo Neves, CEO of Etihad Airways, expressed pride in the airline's achievement, stating, "Rising to one of the top two airlines in the world is an extraordinary achievement and a clear validation of everything we are building at Etihad. While rapidly growing our network, fleet and guest numbers, we have stayed laser-focused on what truly matters: getting our guests there on time, delivering thoughtful and genuine hospitality at every touchpoint, and standing by them when plans change."

The AirHelp Score evaluates airlines based on customer opinions regarding cabin crew service, comfort levels, cleanliness standards, food quality, and entertainment options. Additionally, it assesses how effectively airlines manage compensation claims when flights face disruptions. This comprehensive approach ensures that airlines are held accountable for their overall performance.

Tomasz Pawliszyn, CEO of AirHelp, praised Etihad's progress by saying, "Etihad Airways’ rise to second place globally, with an overall score of 8.07, is impressive. Climbing nine places in a single year reflects the airline’s strong commitment to the passenger experience, especially regarding on-time performance and customer satisfaction." He highlighted that modern travellers expect transparency and reliability from airlines.

The AirHelp Score serves as a benchmark for identifying which airlines meet contemporary passenger expectations as the aviation industry evolves. It underscores the importance of honesty and accountability in providing reliable services to travellers worldwide.

This recognition highlights Etihad Airways' dedication to enhancing the passenger experience while expanding its operations. By focusing on key areas such as punctuality and customer service excellence, Etihad sets a strong example for other airlines in the industry.

With inputs from WAM