Now, Etihad Airways Jumps Nine Places in 2025 AirHelp Rankings: How the Airline Became a Global Benchmark in Passenger Care!

Published on November 28, 2025

Etihad Airways, the flag carrier of the United Arab Emirates, has achieved a remarkable milestone, cementing its position as one of the top airlines worldwide. In the esteemed 2025 AirHelp Score, Etihad secured the second spot globally, improving an impressive nine places from the previous year. This achievement underscores Etihad’s unwavering commitment to delivering an exceptional flying experience, placing customer satisfaction, punctuality, and operational excellence at the heart of its strategy.

For a rapidly growing airline like Etihad, this recognition is not only a testament to its efforts in streamlining operations but also a reflection of its dedication to creating memorable, reliable, and smooth journeys for its passengers. The AirHelp Score ranks airlines based on three critical pillars: on-time performance, customer opinion, and claims processing, and Etihad has excelled in all these areas.

Key Highlights of Etihad’s Remarkable Achievement

• Top Ranking Globally: Etihad Airways rose to second place in the prestigious 2025 AirHelp Score, solidifying its place among the best airlines globally.
• Impressive Year-on-Year Growth: The airline’s score increased significantly, reflecting its rapid development across both operations and customer service.
• AirHelp Score Metrics: The evaluation covered on-time performance, customer opinion, and claims processing, areas where Etihad demonstrated excellence.

A Closer Look at Etihad’s AirHelp Score Performance

1. On-Time Performance:
   • Punctuality remains one of the most critical factors in the AirHelp Score. Etihad’s stellar performance in this category highlights its consistent ability to keep flights on schedule, a key factor in passenger satisfaction. Airlines with high on-time performance scores build trust and credibility with their travelers, and Etihad has continuously delivered in this regard.
   • Despite facing the challenges of increasing flight operations and global disruptions, Etihad maintained impressive punctuality, showcasing their commitment to getting passengers to their destinations on time.
2. Customer Opinion:
   • Customer satisfaction is another pillar of the AirHelp Score, and Etihad’s performance in this category is reflective of the airline’s dedication to delivering an exceptional travel experience. From the quality of its cabin crew to the comfort of its seating and in-flight entertainment, Etihad has excelled at delivering a positive, memorable experience to passengers across the globe.
   • The airline’s high-quality service has been consistently praised for being both thoughtful and genuine, ensuring that every touchpoint of the journey meets the highest expectations.
3. Claims Processing:
   • One of the standout features of Etihad’s performance is its claims processing. When flight disruptions occur, passengers often need support and fair compensation, and Etihad has been highly rated for its efficient and transparent claims handling. The airline’s focus on ensuring that passengers are promptly compensated and their concerns addressed with fairness has contributed significantly to its AirHelp Score.

Etihad’s Rapid Growth and Global Expansion

• Fleet Expansion:
  • Over the past year, Etihad Airways has made significant strides in growing its fleet. The airline now operates a modern fleet of 120 aircraft, allowing it to serve more destinations globally and meet the increasing demand for air travel. This expansion has not only increased capacity but also improved the airline’s ability to offer better flight options for passengers.
  • This fleet growth, combined with a focus on maintaining operational excellence, has allowed Etihad to carry 19% more passengers year-on-year while maintaining its high standards.
• Expanding Network:
  • Etihad Airways has also increased its global network, now flying to over 100 destinations worldwide. This expansion helps Etihad serve key business, leisure, and tourism markets, while offering more flexible travel options to customers across the world.
  • As the airline continues to grow, its ability to handle increased passenger volume while maintaining high service standards will be critical in staying competitive in the global aviation landscape.
• Building a Resilient Brand:
  • Etihad has worked tirelessly to build its brand by ensuring that every aspect of its service—from ticket booking to post-flight claims—is seamless and efficient. By focusing on the needs of the modern traveler, Etihad has set a standard for the entire aviation industry in how it can balance growth with customer-centric service.

What Makes Etihad Airways Stand Out in the Industry?

1. Commitment to Customer Experience:
   • Cabin Crew and Comfort: Etihad has made great strides in ensuring that passengers enjoy exceptional service and comfort at every step of the journey. The airline’s premium cabins, including the First Class and Business Class, have received accolades for offering luxury and personalized care, while its economy class is equally focused on ensuring a comfortable and enjoyable flight experience.
   • Innovative In-Flight Entertainment: With an extensive range of entertainment options, passengers can enjoy everything from the latest movies to live TV and games, making even long-haul flights more enjoyable.
2. Sustainability and Innovation:
   • As part of its long-term strategy, Etihad is increasingly focusing on sustainable aviation and innovative technologies to reduce its environmental footprint. This includes introducing fuel-efficient aircraft and exploring alternative fuels, a move that is in line with the global shift toward more sustainable travel.
   • Etihad also embraces digital innovation, enhancing customer service through online check-ins, streamlined booking processes, and mobile apps that keep passengers informed throughout their journeys.
3. Health and Safety:
   • In the wake of the global pandemic, Etihad has put an increased emphasis on health and safety protocols, ensuring that passengers feel safe and secure while traveling. The airline’s efforts to implement rigorous safety measures have contributed to passenger trust and loyalty.

The Future of Etihad Airways: What’s Next?

• Expanding Passenger Loyalty Programs:
  • Etihad has already built a solid foundation with its loyalty programs, but as it grows, there are plans to further expand these offerings to create more benefits for frequent flyers. The airline is expected to introduce new ways for customers to earn rewards and redeem them across a broader range of destinations.
• Continued Focus on Excellence:
  • As Etihad continues to grow, the airline remains committed to maintaining its high standards. With an emphasis on customer care, timeliness, and operational efficiency, Etihad Airways is poised to continue its ascent as one of the world’s top airlines, ensuring its position as a global leader in the aviation industry.

Conclusion

Etihad Airways rise to second place in the 2025 AirHelp Score is not just an achievement—it’s a reflection of the airline’s continued dedication to delivering exceptional service to passengers across the globe. With an expanded fleet, a growing network, and a commitment to operational excellence, Etihad’s ranking highlights its ability to thrive in the competitive aviation sector. By prioritizing on-time performance, customer service, and efficiency in claims processing, Etihad has solidified its status as one of the best airlines in the world, setting a high standard for others in the industry.