The current Covid-19 outbreak has had a devastating impact on the travel industry. To determine which carriers are the ones travelers trust the most, the team at the flight compensation app Colibra analyzed more than 80 of the world’s leading airlines.
To compile the Airline Trust Index Colibra analyzed the following factors for each airline:
- On-Time Performance (OTP)
- Customer Satisfaction Reviews (Review)
- Staff Service (Staff)
- Included Baggage Allowance (Bags)
- Free Seat Selection (Free Seat)
- Social Media Following (Social Media)
Here are the top 10 airlines based on the Airline Trust Index.
World’s Top 10 Trusted Airlines
10. Vistara
India’s Vistara was one of only 10 airlines to earn an overall trust score of 22 or higher (out of a possible 30). Despite the only average on-time performance, Vistara was propelled into the top 10 on the strength of its customer reviews, staff service, and free seating allowance.
9. Copa Airlines
Panama’s flag carrier is part of a three-way tie for the eighth-most trusted airline in the world and is one of only five airlines in the top 10 to earn a perfect score of five for on-time performance. Copa Airlines also earned the highest possible score for free seating allowance.
8. Qantas
Qantas’ trust score of 22 is carried by its steady on-time performance, free seating allowance, and impressive social media following. Nonetheless, Australia’s flag carrier has room for improvement in terms of customer reviews, staff service, and baggage allowance.
7. Skymark
Japanese low-cost carrier Skymark Airlines earned a perfect five in four of the six categories analyzed but was ultimately held back by a lackluster social media following. Skymark’s overall trust score of 24 has it tied for fourth-best worldwide.
6. Singapore Airlines
Another of the four airlines tied for fourth, Singapore Airlines fares the best in terms of free seating allowance and social media following but also picked up solid scores of four for both on-time performance and customer reviews.
5. Garuda Indonesia
If not for below-average scores for baggage and free seating allowance, Garuda Indonesia would have earned a flawless trust score. The airline scored a disappointing two for each category despite earning fives in every other area.
4. Southwest Airlines
Beloved budget carrier Southwest Airlines owes its stellar trust score to its bags fly free policy, unique boarding process, and robust social media presence. The low-cost airline earned fives for baggage and seating allowance as well as public engagement.
3. Japan Airlines
It comes as no surprise that the world’s most reliable airline is also one of the most trusted. Japan Airlines ranks third-best on the Airline Trust Index, earning an overall score of 25, including perfect marks for baggage and free seating allowance.
2. Qatar Airways
One of the many travel companies giving back to essential workers amid the COVID-19 crisis this spring, Qatar Airways narrowly edges out Japan Airlines with an overall trust score of 26 that includes perfect scores for on-time performance, customer reviews, free seating allowance and social media following.
1. All Nippon Airways
Japan’s largest airline is certainly no stranger to high praise, routinely earning high marks for on-time performance and customer service. Remarkably, All Nippon Airways (ANA) was only three points shy (27) of receiving a perfect Airline Trust Index score.
Airline Trust Index
| Airline | OTP | Review | Staff | Bags | Free Seat | Social Media | Trust Score |
| ANA | 5 | 5 | 5 | 3 | 5 | 4 | 27 |
| Qatar Airways | 5 | 5 | 3 | 3 | 5 | 5 | 26 |
| Japan Airlines | 4 | 4 | 3 | 5 | 5 | 4 | 25 |
| Southwest | 4 | 3 | 2 | 5 | 5 | 5 | 24 |
| Garuda Indonesia | 5 | 5 | 5 | 2 | 2 | 5 | 24 |
| Singapore Airlines | 4 | 4 | 3 | 3 | 5 | 5 | 24 |
| Skymark | 5 | 5 | 5 | 3 | 5 | 1 | 24 |
| Qantas | 4 | 3 | 3 | 3 | 5 | 4 | 22 |
| Copa Airlines | 5 | 3 | 2 | 3 | 5 | 4 | 22 |
| Vistara | 3 | 5 | 5 | 2 | 5 | 2 | 22 |
| KLM | 4 | 3 | 3 | 1 | 5 | 5 | 21 |
| Delta | 4 | 3 | 2 | 2 | 5 | 5 | 21 |
| Azul | 4 | 4 | 2 | 1 | 5 | 5 | 21 |
| Air New Zealand | 4 | 3 | 3 | 3 | 4 | 4 | 21 |
| IndiGo | 4 | 4 | 3 | 2 | 5 | 3 | 21 |
| Hawaiian Airlines | 5 | 3 | 2 | 3 | 5 | 3 | 21 |
| Korean Air | 3 | 5 | 3 | 3 | 5 | 2 | 21 |
| Air Astana | 4 | 5 | 3 | 3 | 5 | 1 | 21 |
| Aegean | 4 | 5 | 3 | 1 | 5 | 2 | 20 |
| Binter | 5 | 5 | 3 | 1 | 5 | 1 | 20 |
| Emirates | 4 | 3 | 2 | 2 | 3 | 5 | 19 |
| Turkish Airlines | 3 | 3 | 2 | 2 | 4 | 5 | 19 |
| Air France | 3 | 3 | 2 | 1 | 5 | 5 | 19 |
| Philippine Airlines | 2 | 3 | 3 | 1 | 5 | 5 | 19 |
| AirAsia | 3 | 3 | 2 | 2 | 4 | 5 | 19 |
| Lufthansa | 2 | 3 | 3 | 1 | 5 | 5 | 19 |
| JetBlue | 3 | 3 | 2 | 2 | 5 | 4 | 19 |
| Cathay | 2 | 4 | 3 | 3 | 3 | 4 | 19 |
| Aerolíneas Argentinas | 4 | 3 | 2 | 1 | 5 | 4 | 19 |
| Oman Air | 3 | 3 | 3 | 1 | 5 | 4 | 19 |
| Aeroflot | 4 | 3 | 3 | 1 | 5 | 3 | 19 |
| Virgin Australia | 3 | 3 | 2 | 3 | 5 | 3 | 19 |
| Royal Jordanian | 3 | 3 | 2 | 3 | 5 | 3 | 19 |
| BA | 3 | 3 | 2 | 2 | 3 | 5 | 18 |
| American Airlines | 3 | 2 | 1 | 2 | 5 | 5 | 18 |
| GOL | 4 | 2 | 2 | 1 | 5 | 4 | 18 |
| easyJet | 3 | 3 | 2 | 2 | 4 | 4 | 18 |
| Virgin Atlantic | 4 | 3 | 2 | 1 | 5 | 3 | 18 |
| Go Air | 4 | 3 | 2 | 2 | 4 | 3 | 18 |
| S7 | 4 | 4 | 3 | 1 | 4 | 2 | 18 |
| Middle East Airlines | 3 | 3 | 2 | 3 | 5 | 2 | 18 |
| LATAM | 4 | 2 | 2 | 1 | 3 | 5 | 17 |
| Saudia | 1 | 3 | 2 | 1 | 5 | 5 | 17 |
| Air Canada | 2 | 2 | 2 | 2 | 5 | 4 | 17 |
| Swiss Intl | 3 | 3 | 3 | 1 | 3 | 4 | 17 |
| WestJet | 3 | 2 | 2 | 2 | 4 | 4 | 17 |
| China Eastern | 3 | 3 | 2 | 1 | 5 | 3 | 17 |
| SAS | 3 | 3 | 2 | 1 | 5 | 3 | 17 |
| Transavia | 4 | 3 | 2 | 1 | 4 | 3 | 17 |
| Caribbean | 4 | 3 | 2 | 1 | 5 | 2 | 17 |
| Tarom | 2 | 3 | 3 | 3 | 5 | 1 | 17 |
| United | 3 | 2 | 1 | 1 | 5 | 4 | 16 |
| Jeju | 2 | 2 | 2 | 2 | 5 | 3 | 16 |
| Air Europa | 4 | 2 | 2 | 1 | 4 | 3 | 16 |
| Finnair | 3 | 3 | 3 | 1 | 4 | 2 | 16 |
| Air Baltic | 5 | 2 | 2 | 1 | 4 | 2 | 16 |
| Croatia Airlines | 3 | 3 | 3 | 1 | 5 | 1 | 16 |
| Luxair | 4 | 3 | 2 | 3 | 3 | 1 | 16 |
| Air Tahiti | 2 | 3 | 2 | 3 | 5 | 1 | 16 |
| Alitalia | 4 | 3 | 2 | 1 | 2 | 3 | 15 |
| Norwegian | 3 | 3 | 2 | 1 | 3 | 3 | 15 |
| Egyptair | 1 | 3 | 2 | 3 | 3 | 3 | 15 |
| Air Transat | 1 | 3 | 2 | 2 | 5 | 2 | 15 |
| Gulf Air | 2 | 3 | 2 | 3 | 3 | 2 | 15 |
| Fiji Airways | 4 | 3 | 2 | 1 | 4 | 1 | 15 |
| Silver Airways | 2 | 3 | 3 | 2 | 4 | 1 | 15 |
| Avianca | 3 | 3 | 2 | 1 | 1 | 4 | 14 |
| Eurowings | 3 | 2 | 1 | 1 | 4 | 3 | 14 |
| Air Serbia | 3 | 3 | 3 | 1 | 3 | 1 | 14 |
| China Airlines | 2 | 3 | 3 | 2 | 1 | 2 | 13 |
| Austrian | 3 | 3 | 3 | 1 | 1 | 2 | 13 |
| Spirit | 4 | 2 | 1 | 1 | 4 | 1 | 13 |
| PIA | 1 | 3 | 2 | 2 | 2 | 2 | 12 |
| Frontier | 2 | 1 | 1 | 2 | 4 | 2 | 12 |
| Jetstar Japan | 3 | 1 | 1 | 1 | 4 | 2 | 12 |
| Brussels Airlines | 3 | 3 | 2 | 1 | 1 | 2 | 12 |
| Thai Lion Air | 1 | 2 | 1 | 1 | 5 | 2 | 12 |
| LOT | 3 | 3 | 2 | 1 | 2 | 1 | 12 |
| Sun Country | 2 | 2 | 2 | 1 | 4 | 1 | 12 |
| Czech | 1 | 3 | 2 | 1 | 4 | 1 | 12 |
| Intercaribbean | 1 | 1 | 2 | 2 | 5 | 1 | 12 |
| Sunwing | 1 | 2 | 2 | 1 | 2 | 1 | 9 |
(Source: Colibra and TravelPulse)
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