Brussels Airlines has soared to the top of the aviation world, claiming the title of “Best All-Round Airline in the World” in the 2024 AirHelp Score rankings. The Belgian flag carrier dethroned Qatar Airways, which had dominated the rankings for the past six years, securing the prestigious recognition with an overall score of 8.12 out of 10.
The AirHelp Score, compiled by the world’s largest air passenger rights organization, evaluates airlines based on three primary metrics: punctuality, claim processing, and customer opinions. Brussels Airlines excelled in claim processing, earning a high score of 8.7, and also received accolades for its punctuality and customer service efficiency.
Nico Cardone, spokesperson for Brussels Airlines, credited the airline’s commitment to operational excellence and customer care for the achievement. “We have worked very hard to improve punctuality in recent years, and with results. Last summer, we were among the best in class at the European level in terms of punctuality,” Cardone told The Brussels Times.
He emphasized that while the airline is proud of its accomplishment, there is no room for complacency. “Just because more than 99% of baggage rolls off the belt on time does not mean that it is not very annoying for that small number of passengers who still have problems with their baggage. The same applies to a delayed or canceled flight or to the exceptional cases where the handling still goes wrong afterwards,” Cardone added.
Qatar Airways Slips to Second Place
Qatar Airways, which topped the AirHelp Score for six consecutive years, narrowly missed out on retaining its crown with a score of 8.11. The airline received its highest marks for customer opinion, achieving a score of 8.9.
Following Qatar Airways, United Airlines and American Airlines ranked third and fourth, respectively, each earning an overall score of 8.04.
Bottom of the Rankings
At the other end of the spectrum, Tunisair was named the worst airline in the rankings, with a dismal score of 3.63. The North African carrier performed particularly poorly in claim processing, scoring just 0.2. Close behind were Buzz, a subsidiary of Ryanair, with a score of 4.45, and Nouvelair, which achieved 4.48.
Comprehensive Analysis
This year’s AirHelp Score analyzed 109 of the world’s leading airlines, evaluating their performance from January 1 to October 31, 2024. Passenger feedback from over 54 countries was incorporated, assessing factors such as the quality of food, comfort, and cabin crew service during flights.
Brussels Airlines’ success in these rankings highlights its dedication to improving passenger experiences and operational reliability. As Cardone noted, “We do everything we can to help our passengers as quickly and as well as possible and to find solutions.”
The recognition comes at a time when global airlines are striving to enhance customer satisfaction amidst increased competition. With this accolade, Brussels Airlines cements its position as a leader in the aviation industry, setting a new benchmark for service excellence.
