According to a recent ranking by AirHelp, Kenya Airways, Royal Air Maroc, and EgyptAir have emerged as Africa’s top-performing airlines, recognized for their punctuality, customer service, and issue resolution.
According to africa.businessinsider.com, Tunisair was ranked as the continent’s lowest-performing airline, highlighting significant disparities in service quality across African carriers.
But what truly defines the best airline? In 2024, AirHelp sought to answer this question by ranking 109 of the world’s top airlines using three key metrics: on-time performance, customer opinions, and claim processing efficiency.
From a pool of over 800 airlines worldwide, AirHelp identified the most prominent players based on passenger numbers and popularity.
Data from flights conducted between 1st January and 31st October 2024 formed the foundation of this analysis. AirHelp’s process combined objective flight data, extensive passenger surveys, and unique insights into how airlines handle compensation claims, creating a comprehensive assessment of airline performance.
33.33% (a third) of the ranking score was attributed to on-time performance, a critical factor for travellers. Few things frustrate passengers more than delays, and this metric captures how consistently an airline gets passengers to their destinations as scheduled.
Another third of the score focused on customer opinions, gathered through a robust series of surveys. AirHelp surveyed travellers from over 54 countries, collecting nearly 20,000 rankings. The final third of the score was determined by claim processing, reflecting how well airlines handle compensation requests when flights are delayed or cancelled.
Below are the best and worst African airlines in global ranking:
1 Kenya Airways
AirHelp Score: 6.71
On-Time Performance: 6.3
Customer Opinion: 8.2
Claim Processing: 5.7
Global Rank: 39th
Kenya Airways, often referred to as “The Pride of Africa,” leads the pack in Africa with the highest AirHelp Score among the region’s carriers. The airline’s impressive customer opinion score of 8.2 reflects its strong reputation for service, though there’s room for improvement in on-time performance and claims processing.
2 Royal Air Maroc
AirHelp Score: 6.25
On-Time Performance: 6.6
Customer Opinion: 7.2
Claim Processing: 5
Global Rank: 59th
Royal Air Maroc, the flagship carrier of Morocco, takes second place in Africa with a solid AirHelp Score of 6.25. The airline performs well in on-time departures, but its customer opinion and claim processing could be further optimized to boost its standing globally.
3 EgyptAir
AirHelp Score: 4.95
On-Time Performance: 4.8
Customer Opinion: 8.1
Claim Processing: 1.9
Global Rank: 96th
EgyptAir sits third in Africa, though it faces some challenges. While its customer opinion score is high, suggesting that passengers are generally satisfied with their in-flight experience, its on-time performance and claim processing remain significant areas for improvement. Particularly, its claim processing score of 1.9 is among the lowest in the rankings.
4 Air Mauritius
AirHelp Score: 4.84
On-Time Performance: 6.7
Customer Opinion: 7.6
Claim Processing: 0.2
Global Rank: 101st
Air Mauritius, the national carrier of the island nation, also struggles with claim processing, registering a score of just 0.2. While it fares better in on-time performance and customer opinion, the airline’s claim handling efficiency remains a significant weakness.
5 Tunisair
AirHelp Score: 3.63
On-Time Performance: 4.7
Customer Opinion: 6
Claim Processing: 0.2
Global Rank: 109th
Bringing up the rear is Tunisair, which has the lowest AirHelp Score of the group. While it holds a moderate customer opinion score of 6, its on-time performance and claim processing scores are among the weakest, contributing to its low global ranking.
