Etihad Airways has secured a place among the world’s leading airlines in the 2025 AirHelp Score, earning an overall rating of 8.07 out of 10. The UAE’s national carrier climbed nine spots from last year, reflecting stronger performance in punctuality, customer satisfaction and claims handling.
The AirHelp Score is considered one of the industry’s most trusted ranking systems, assessing airlines on on-time performance, traveller feedback and how efficiently compensation claims are processed. This year’s results were based on global flight data collected from October 2024 to September 2025, supported by surveys from more than 11,500 passengers across over 60 countries.
Etihad’s rise comes during a period of rapid expansion. The airline has expanded its fleet to 120 aircraft, grown its network to more than 100 destinations and carried 19 per cent more passengers year-on-year. Despite this growth, the carrier continued to improve reliability and customer experience, two measures that significantly influence the AirHelp Score.
Chief Executive Officer Antonoaldo Neves said the recognition highlights the airline’s priorities. He called the achievement “an extraordinary milestone” that reflects Etihad’s commitment to punctual operations, genuine hospitality and responsive support when travel plans change. He added that the ranking is a tribute to the dedication of the airline’s staff.
AirHelp CEO Tomasz Pawliszyn described Etihad’s performance as impressive, noting strong traveller sentiment and reliable operations. He said Etihad’s approach to accountability and service continues to set a benchmark for the industry, with the airline maintaining high scores in cabin service quality, comfort, cleanliness, food, entertainment and claims handling.
