Garuda Indonesia at No 1 with a satisfaction score of Most Loved Airlines

The Most Loved Airlines on Skytrax

August 8, 2016

The SKYTRAX air travel review website has unveiled the Most Loved Airlines based on it’s customer reviews. With more than 420 airlines worldwide featured, customers rate their flights across eight categories that include seat comfort, onboard services, food & beverages, inflight entertainment, onboard wifi, airport services and value for money. As part of reviews, many customers upload photos of their flight experience. Customers score their overall flight experience using a one-to-ten score, and the Most Loved airline scores are based upon the aggregate of these ratings.

Skytrax do not use customer review scores for airline rating, due to review platforms representing only a limited expression of customer sentiment. Whilst there is a very mixed balance of review types (ie. favourable, unfavourable, neutral) many of the longer comments tend to be from unhappy customers who feel they received poor service or poor value. The most emotive reviews are from travellers who have suffered lost or delayed baggage.

The “most loved” airline in Skytrax reviews is Vistara (86% satisfaction score), an Indian based joint venture between Tata and Singapore Airlines, but because their result is drawn from less than 50 reviews it is not included in the table below.

Asian airlines dominate 11 of the Top 15 positions, Garuda Indonesia at No 1 with a satisfaction score of 85%, Asiana Airlines second on 83% satisfaction, and EVA Air in third position with 81% satisfaction.

Europe’s most loved airline is Athens based Aegean Airlines who rank 4th worldwide on a satisfaction score of 80.7%. In the region, Lufthansa are No 2 in Europe scoring 71.01%, followed closely by Aer Lingus at 70.94%. Low-cost airline Ryanair (61.57%) has improved considerably in the last year, and now scores 6% higher than British Airways (55.63%).

Amongst the big-3 Middle East airlines, Qatar Airways leads the way, ranked 12th worldwide with a satisfaction score of 75.16%, Emirates at 62.82% and Etihad Airways scoring 48.91%.

North America produces contrasting satisfaction scores. Virgin America head up the list with 71.78% satisfaction, Alaska Airlines on 70.4% and jetBlue Airways at 69.2%. Delta Air Lines (55.72%) is the highest position major US carrier, before a considerable drop down to United Airlines (34.4%), American Airlines (33.51%) and Spirit Airlines at 29.68%.

The Top 80 Most Loved Airlines

Results exclude any airline with under 225 reviews

	AIRLINE	SCORE (max 10)	REGION

1	Garuda Indonesia	8.499	Asia
2	Asiana Airlines	8.311	Asia
3	EVA Air	8.129	Asia
4	Aegean Airlines	8.070	Europe
5	Korean Air	7.926	Asia
6	Bangkok Airways	7.843	Asia
7	Singapore Airlines	7.728	Asia
8	AirAsia X	7.703	Asia
9	ANA All Nippon Airways	7.667	Asia
10	Royal Brunei Airlines	7.594	Asia
11	Japan Airlines	7.578	Asia
12	Qatar Airways	7.516	Middle East
13	China Southern Airlines	7.475	Asia
14	Oman Air	7.257	Middle East
15	Virgin America	7.178	North America
16	Lufthansa	7.101	Europe
17	Aer Lingus	7.094	Europe
18	Thai Airways	7.055	Asia
19	Swiss International Air Lines	7.046	Europe
20	Alaska Airlines	7.042	North America
21	KLM Royal Dutch Airlines	7.034	Europe
22	Cathay Pacific Airways	7.026	Asia
23	jetblue Airways	6.927	North America
24	Qantas Airways	6.860	Australia Pacific
25	Aeroflot Russian Airlines	6.788	Europe
26	jet2	6.786	Europe
27	Air New Zealand	6.770	Australia Pacific
28	Norwegian	6.758	Europe
29	China Airlines	6.695	Asia
30	easyjet	6.674	Europe
31	SriLankan Airlines	6.625	Asia
32	southwest Airlines	6.423	North America
33	Scoot	6.333	Asia
34	Icelandair	6.309	Europe
35	Emirates	6.282	Middle East
36	South African Airways	6.262	Africa
37	LAN Airlines	6.249	South America
38	Philippine Airlines	6.240	Asia
39	Malaysia Airlines	6.220	Asia
40	AirAsia	6.198	Asia
41	Ryanair	6.157	Europe
42	Finnair	6.118	Europe
43	Austrian Airlines	6.096	Europe
44	Vietnam Airlines	6.074	Asia
45	Monarch Airlines	6.057	Europe
46	Iberia	6.056	Europe
47	Air transat	5.992	North America
48	Virgin Australia	5.918	Australia Pacific
49	Hawaiian Airlines	5.892	North America
50	Air Berlin	5.812	Europe
51	Air India	5.755	Asia
52	flybe	5.738	Europe
53	Air France	5.730	Europe
54	Brussels Airlines	5.695	Europe
55	Turkish Airlines	5.617	Europe
56	EgyptAir	5.598	Africa
57	Delta Air Lines	5.572	North America
58	British Airways	5.563	Europe
59	SAS Scandinavian Airlines	5.553	Europe
60	Jet Airways	5.547	Asia
61	Aeromexico	5.523	North America
62	TAP Portugal	5.522	Europe
63	Thomson Airways	5.516	Europe
64	Alitalia	5.472	Europe
65	China Eastern Airlines	5.425	Asia
66	Jetstar Airways	5.386	Australia Pacific
67	Virgin Atlantic Airways	5.384	Europe
68	Wizz Air	5.110	Europe
69	Ethiopian Airlines	5.088	Africa
70	Thomas Cook Airlines	5.040	Europe
71	Etihad Airways	4.891	Middle East
72	Air Canada	4.768	North America
73	Air China	4.581	Asia
74	Vueling Airlines	4.136	Europe
75	Allegiant Air	3.942	North America
76	Sunwing Airlines	3.786	North America
77	Frontier Airlines	3.631	North America
78	United Airlines	3.444	North America
79	American Airlines	3.351	North America
80	Spirit Airlines	2.968	North America