AirHelp Score: The definitive ranking of airlines on quality, punctuality and responsiveness

Από τον/την Ada Kozłowska | Τελευταία ενημέρωση

Have you ever wondered whether you are getting the best deal when you choose to book with your favorite airline? Oftentimes, ticket prices are at the forefront of decision making, but the fact of the matter is that much more goes into your overall experience. That’s why we developed an airline ranking, the AirHelp Score.

You no doubt place a level of expectation of service in other areas of your life, so why not when it comes to airline travel? Airlines need to be held to a set of standards, too. For instance, it’s important that an airline be consistently punctual. They should also provide consistency of service both in the air and on the ground.

Comparing and contrasting between the largest airlines can take a lot of time out of your day, however. You probably have a general idea of which airlines are anecdotally “better” based off personal experience, news media reports and advice of friends and family. If this isn’t enough for you, you don’t have to worry anymore.

We’ve done all that with the AirHelp Score airline ranking by adding up statistics on quality and service, punctuality, and responsiveness from the past three years. The result has revolutionized how customers view airlines by putting the data in their hands — or on their phones and tablets.

The AirHelp Score is the definitive airline ranking that best serve their customers. We hope it helps you make the best decision in choosing the airline that fits your needs.

AirHelp Score: How does the airline ranking work?

It’s not complicated.

Like a credit score, an airline’s performance is rated from zero to 800.

  • A great score would be from 626-800
  • A good score would be from 576-625
  • A fair score would be from 426-575
  • A poor score would be from 326-425
  • A very poor score would be from 225-325

Each airline ranking is weighted by the quality performance, delay performance, claim handling and responsiveness, and payout. It’s easy to find out if you’re eligible for a claim.

How can you use AirHelp Score?

We designed AirHelp Score to help you in a number of ways. By choosing the top performer, you’re not only making your life easier, but you’re also making a better-informed decision. You’re also using data to improve your experience with other airlines in the future by holding them accountable for not providing you with the service you deserve.

Ideally, you’d like to avoid an overbooked, delayed, or canceled flight. While it’s nice to know that you have the option of getting compensation under these circumstances, it’s best if the airline delivers quality, timely service so you don’t have to go through the rigamarole in the first place. Using the airline ranking gives you better options to avoid these circumstances.

How did we get the numbers?

We had our techies working hard, collecting data based around our five factors:

  1. Quality performance: The experts at, rank the airline on quality rankings and overall service.
  2. Punctuality: An airline isn’t worth much if it isn’t on time. We scoured data from to determine an average percentage of on-time arrivals (landing within 15 minutes of scheduled arrival time) by airline.
  3. Responsiveness: We’ve all dealt with delayed aircraft. But, the happiness in finding that you’ve got compensation coming is sometimes stymied by an airline’s lack of responsiveness during the claims process. This is how the airlines measure up based off this key metric.
  4. Claim turnaround: This comes directly from our own data and how long airlines took to acknowledge the eligibility of passengers’ claims.
  5. Payout time: This is a measurement of the amount of time it took AirHelp customers to get back their hard-earned cash from the airlines.

When traveling, the two main goals are to arrive at your destination safely and in a timely manner. Therefore, we’ve weighted punctuality heavily in the airline ranking, since it feeds into your rights as a passenger. If an airline consistently has flights that have been canceled, delayed, or overbooked, you could be eligible for cash back. Our database of claims shows which airlines succeeded in taking care of their customers and were responsive to their claims with a payout. It also shows the ones that were not. The more you know, the less money you have to lose.

Additional data was collected from and in order to perfect our ranking system. follows product and service standards from across the industry, while keeps us updated on which airlines are arriving on time and which are falling behind.