Etihad Airways ranked world’s second-best airline in 2025 AirHelp Score

Etihad Airways has been named the world’s second-best airline in the 2025 AirHelp Score, one of the most comprehensive global airline rankings. The Abu Dhabi-based carrier achieved an overall score of 8.07 out of 10, climbing nine places from the previous year and cementing its position among the world’s aviation elite.

The AirHelp Score ranks airlines based on three key factors: on-time performance, customer opinion, and claim processing. The 2025 results were drawn from flight data between 1 October 2024 and 30 September 2025, along with surveys of more than 11,500 passengers across 60 countries.

Etihad achieves global airline excellence

Etihad’s rise comes during a period of strong expansion for the airline. Over the past year, it has grown its fleet to 120 aircraft, expanded its global network to more than 100 destinations, and carried 19 per cent more passengers year-on-year. The carrier continues to be recognised for its high standards of punctuality, service, and customer care.

Antonoaldo Neves, Chief Executive Officer of Etihad Airways, said: “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, commented: “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. Today’s travellers expect honesty, accountability, and reliability. We’re pleased to see Etihad setting such a strong example for the industry this year.”

The AirHelp Score’s customer opinion metric evaluates key elements such as cabin crew, comfort, cleanliness, food, and entertainment, while its claim processing score measures how efficiently and fairly airlines handle passenger compensation for flight disruptions.

Etihad’s continued global recognition highlights its transformation into one of the world’s most reliable and guest-focused carriers, contributing to Abu Dhabi’s position as a leading international aviation hub.