Etihad Airways has secured a major global win this year, being ranked one of the top airlines in the prestigious 2025 AirHelp Score. With a strong overall score of 8.07 out of 10, the airline has jumped nine spots compared to last year, earning its place as the world’s second-best airline.

The AirHelp Score is known for being one of the most reliable airline rankings, measuring airlines on three important factors, on-time performance, customer opinion and claim processing. The 2025 results are based on flight data collected between 1 October 2024 and 30 September 2025, along with surveys from more than 11,500 passengers across over 60 countries.

Etihad’s rise comes during a year of fast-paced expansion. The airline has increased its modern fleet to 120 aircraft, grown its global network to more than 100 destinations and carried 19% more passengers year-on-year. Even with this growth, Etihad has maintained strong punctuality and guest satisfaction, which played a key role in achieving this ranking.

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.”

Sharing his views on Etihad’s achievement, Tomasz Pawliszyn, Chief Executive Officer of AirHelp, added: “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. As the aviation landscape continues to evolve, the 2025 AirHelp Score shows which airlines are keeping pace with modern passenger expectations. 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 ranking also highlights AirHelp’s unique scoring structure, which includes customer opinion on cabin crew, comfort, cleanliness, food and entertainment. The claim-processing score measures how fairly and efficiently an airline supports passengers when flights are disrupted.