Etihad Airways climbs to second globally in 2025 AirHelp Score

Etihad Airways has achieved a remarkable ascent in the prestigious 2025 AirHelp Score, securing the second-place position globally. The Abu Dhabi-based carrier improved its standing by an impressive nine places year-on-year, earning an overall score of 8.07 out of 10. This significant recognition underscores Etihad's commitment to operational excellence and passenger satisfaction, placing it among the world's top airlines for punctuality and customer experience.

The AirHelp Score, widely regarded as a comprehensive and trusted airline ranking, rigorously evaluates carriers across three critical pillars: on-time performance, customer opinion, and claim processing efficiency. The 2025 results are derived from extensive flight data collected between October 1, 2024, and September 30, 2025, complemented by surveys from over 11,500 passengers spanning more than 60 countries. This robust methodology ensures a holistic assessment of airline service quality.

Etihad's outstanding performance coincides with a period of rapid and sustained expansion for the airline. The carrier has significantly grown its modern fleet to 120 aircraft and extended its network to over 100 destinations worldwide, concurrently increasing its passenger numbers by 19% year-on-year. Despite this aggressive growth trajectory, Etihad has maintained a laser focus on punctuality and guest satisfaction, as highlighted by CEO Antonoaldo Neves, who emphasized the airline's dedication to on-time arrivals and genuine hospitality.

Tomasz Pawliszyn, CEO of AirHelp, lauded Etihad's ascent, noting that climbing nine places in a single year demonstrates a strong commitment to the passenger experience, particularly in on-time performance and customer satisfaction. The AirHelp Score's customer opinion rating encompasses various aspects such as cabin crew service, comfort, cleanliness, food, and in-flight entertainment, while its unique claim-processing score assesses the fairness and efficiency with which airlines handle passenger compensation for flight disruptions. Etihad's strong showing across these metrics positions it as a benchmark for modern passenger expectations in the evolving aviation landscape.