AirHelp Inc., a company that assists passengers in securing compensation for flight disruptions and lost luggage, has released its 2024 AirHelp Score Report. Published just ahead of the holiday travel season, the report ranks the world's airlines based on performance, customer feedback, and service quality.

How the Rankings Are Determined

The rankings consider:

Customer service claims processed globally.

On-time arrival and departure performance.

Feedback from passengers in over 54 countries regarding food, comfort, and crew service.

“This analysis aims to encourage airlines to continuously listen to passenger feedback,” said AirHelp CEO Tomasz Pawliszyn. The data evaluated spans from January to October 2024.

The Worst Airlines

Tunisair claimed the unfortunate title of worst-performing airline globally, ranking No. 109. It was joined in the bottom 10 by several national and low-cost carriers, including: Buzz (Poland, Ryanair subsidiary). Bulgaria Air. Pegasus Airlines (Turkey). Air Mauritius. In North America, JetBlue and Air Canada ranked poorly, falling into the bottom 50, indicating significant room for improvement.

The Best Airlines

Taking the No. 1 spot was Brussels Airlines, part of Deutsche Lufthansa AG, displacing Qatar Airways, which slipped to No. 2 after dominating the top position since 2018. Other standout performers include: United Airlines and American Airlines, ranked 3rd and 4th, respectively, despite operational challenges this year. Icelandic carrier Play secured No. 5, showcasing its growing reputation for quality service.

Newcomers and Notable Changes

Air Transat (Canada) debuted in the rankings at No. 36, marking its emergence as a solid mid-tier performer. Delta Air Lines fell to No. 17 from No. 11 in 2023, primarily due to reduced claim processing scores following a July tech outage that generated over 3,000 complaints. Alaska Airlines, soon to merge with Hawaiian Holdings Inc., saw a dramatic drop, falling over 30 spots to No. 88.