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Fri 12 Aug 2016 09:57 AM

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Qatar Airways tops global list for passenger experience

Doha carrier takes top spot in study that compares services of 50 international airlines

Qatar Airways tops global list for passenger experience

Qatar Airways has topped a global ranking of international airlines for providing travellers worldwide with the highest quality and service, on-time performance, and customer claim processing. 

The Doha-based airline achieved the number one spot in a global study by independent airline consumer rights organisation, AirHelp, which compares international airlines head to head. 

Qatar Airways was awarded 10 out of 10 in the quality and service category, which is based on hundreds of metrics from skytraxresearch.com and measures performance in the air and on the ground.

It also won a rating of 8.4 for on-time performance, which analyses the punctuality of airlines using three-months worth of departure statistics to calculate how likely the airline’s flights are to arrive and depart on time.

The airline scored 7.6 for claim processing, which takes into account how efficiently and fairly airlines handle compensation claims. 

Rossen Dimitrov, Qatar Airways senior vice president of Customer Experience, said: “It is a great honour for Qatar Airways to be awarded first place in this survey of 50 global airlines. Our number one rating is a reflection of the end-to-end experience of Qatar Airways’ passengers. We are extremely proud to have received this accolade, and it is testament to the hard work and dedication of all Qatar Airways staff.”

Qatar Airways is one of the world’s most reliable airlines, operating 90.5 percent on-time departures over the course of 2015/2016 fiscal year, with a 99 percent completion factor for the same period.

Baggage handling performance for 2015/2016 was also rated best-in-class, with 99.4 percent of all 19 million bags handled arriving as scheduled.

AirHelp CEO Henrik Zillmer said: "Qatar Airways without a doubt has one of the best airline products in the sky. This commendable level of quality and on-board service really sets it apart from the rest in its industry."

Qatar Airways flies to more than 150 destinations across Europe, the Middle East, Africa, Asia Pacific, North America and South America. This year has seen Qatar Airways so far launch 10 new routes from its hub at Hamad International Airport in Doha.

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Steven 4 years ago

Fully agree!
Never had a problem in more than 10 years of flying with QR.
Unlike EK over the water in DXB - they lose bags almost 'naturally' and their customer service isn't up to much either. Do not why everyone raves about them.
EY were fantastic, but like EK, have got rather too big, too quickly and have lost their way a little, using Air Seychelles and Jet Airways aircraft (actually the former were Jet Airways airframes at first also), Their codeshare partners Alitalia are also using ex Jet Airways aircraft, but it does nothing to conceal their terrible customer service, both in the air and in Roma, new uniforms or not. But when they get their terminal up and running in 2017, they will give Qatar some competition.