These Airlines Are the Best at Handling Complaints, Claims, and Compensation
Having a pleasant flight experience can make a great start or end to a trip, but sometimes, unexpected incidents like cancellations or delays can occur.
In some of these instances, passengers are entitled to compensation, which is where AirHelp comes in to assist passengers with claiming compensation when delays, cancellation, and denied boarding instances occur.
Besides offering its services to assist with real-time claims, the air passenger rights company has also been ranking the top airlines based on service quality, on-time performance, and claim processing since 2015 as part of its AirHelp Score rankings.
AirHelp uses data from its database of flight statistics in combination with thousands of customer opinions and experience company representatives have working on claims for 10 million passengers to create the ranking each year, with various factors considered when it comes to claim processing.
These include the percentage of an airline’s claims that were ignored or wrongfully rejected, the total time it takes an airline to acknowledge and process a claim, and the time it takes for the airlines to pay the compensation after a claim is approved.
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When it comes to airlines that best tackle claim processing, Scandinavian Airlines came in at first place. Canada's WestJet followed close behind in second place. Two U.S. airlines also made it into the top five, including American Airlines which took third place, and United Airlines, which came in at fifth place for airlines that best handle claim processing.
Brussels Airlines rounded out the top five airlines when it comes to processing claims, coming in at fourth place.
Several of these airlines also ranked in the top five best airlines overall, based on claim processing, on-time performance, and service quality.
These include American Airlines, which ranked second place overall, and Scandinavian Airlines in fourth place. Qatar Airways took the top spot thanks to its consistency in effective claims processing and its punctuality, according to AirHelp representatives.
To rank the best airlines overall, Airhelp looked at the number of flights departing within 15 minutes of a published departure time and arriving within 15 minutes of a published arrival time, and asked passengers to rank service factors like aircraft comfort, helpfullness of crew, and food selections.
The top five airlines overall also include Aeromexico in third place and Qantas in fifth place, with both airlines scoring high on their quality of service and claim processing.
AirHelp also ranked the top airports based on service quality, food and shop offerings, and on-time performance.
The top five airports include Qatar’s Hamad International Airport, Japan’s Tokyo International Airport (commonly known as Haneda Airport), Greece’s Athens International Airport, Brazil’s Afonso Pena International Airport, and Poland’s Gdansk Lech Walesa Airport.
