Etihad Airways has been recognized as one of the world’s top airlines in the prestigious 2025 AirHelp Score, earning an outstanding overall rating of 8.07 out of 10 and rising an impressive nine places compared to last year.
The AirHelp Score, widely regarded as one of the world’s most comprehensive and trusted airline rankings, assesses carriers across three key pillars: on-time performance, customer opinion, and claim processing.
The 2025 results draw on flight data from 1 October 2024 to 30 September 2025, as well as surveys from more than 11,500 passengers across over 60 countries.
The customer opinion rating of the AirHelp Score covers key service elements including cabin crew performance, comfort, cleanliness, food, and entertainment, providing a well-rounded assessment of the passenger experience. Its unique claim-processing score further evaluates how fairly, promptly, and efficiently airlines handle compensation requests when flights are disrupted, offering valuable insight into an airline’s reliability and commitment to customer care.
Etihad delivered this outstanding result in 2025 AirHelp Score during a period of rapid and sustained growth, expanding its modern fleet to 120 aircraft, growing its network to more than 100 destinations worldwide and carrying 19 percent more passengers year-on-year – all while continuing to raise the bar on punctuality and guest satisfaction.
Antonoaldo Neves CEO – Etihad Airways
“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, emphasized that, “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.”
Tomasz Pawliszyn highlighted the shifting aviation industry in his comments on the 2025 rankings. He noted that the AirHelp Score reveals airlines adapting to contemporary traveler demands for transparency and dependability. Pawliszyn praised Etihad Airways for exemplifying these standards through its rapid climb to second place globally.
