Etihad Airways has been ranked among the top airlines worldwide in the 2025 AirHelp Score, earning an overall rating of 8.07 out of 10 and moving up nine places from the previous year.
Global ranking
The annual AirHelp Score assesses airlines on on-time performance, customer opinion and claim handling. The 2025 results are based on flight data collected between 1 October 2024 and 30 September 2025, supported by surveys from more than 11,500 passengers in over 60 countries.
Etihad recorded strong performance during a period of rapid growth, expanding its fleet to 120 aircraft, increasing its network to more than 100 destinations and carrying 19 percent more passengers year-on-year.
Antonoaldo Neves, Chief Executive Officer of Etihad Airways, said: “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. This ranking is proud recognition for every single member of our people who make that promise real, flight after flight.”
Tomasz Pawliszyn, Chief Executive Officer of AirHelp, added: “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. As the aviation landscape continues to evolve, the 2025 AirHelp Score shows which airlines are keeping pace with modern passenger expectations. Today’s travellers expect honesty, accountability, and reliability. We’re pleased to see Etihad setting such a strong example for the industry this year.”
The customer opinion category evaluates cabin crew, comfort, cleanliness, food and entertainment. The claim-processing score measures how fairly and efficiently airlines handle compensation requests when flights are disrupted.
tanvir@dubainewsweek.com
