In 2017, AirHelp created a benchmark in airport excellence. Applying rigorous methodology similar to our airline rankings, AirHelp Score for airports gives you the low-down on how well the world’s big hubs are delivering for passengers.
We weight the score like this:
- 45% On-Time Performance
- 45% Quality of Service
- 10% Social Media Sentimen
Kuwait airport was found to be the worse performing, according to the study.
British airports fared particularly poorly, with four UK airports, London Gatwick, Manchester, Stansted and Edinburgh all making the top 10.
The top airport in the world, with its beautiful gardens, luxurious rest areas, free cinema and theme park was Singapore Changi, followed by Munich, Germany and Hong Kong.
— Bangkok Post (@BangkokPostNews) May 29, 2017
When it comes to airports, Bangkok continues to be cited in global forums as one of the most congested and capacity-deficient cities in the world.
Alexandre de Juniac, director-general of the International Air Transport Association (IATA), recently put a spotlight on Suvarnabhumi, among others, for facing bottlenecks.
The Airports of Thailand Plc expects to cram 59 million passengers for the year to September (2017), against its 45-million-passenger annual handling capacity.
The expansion of Suvarnabhumi, which includes construction of a third runway and second passenger terminal, will cost over 110 billion baht and requires four years to be completed.
After the expansion, Suvarnabhumi’s annual passenger handling capacity will increase to 90 million, although industry experts expect the incremental capacity to be absorbed by then.
Worst 10 airports by ranking
1. Kuwait 5.02
2. London Gatwick 5.38
3. Manchester 5.43
4. Newark Liberty, New Jersey, USA 5.92
5. Stansted 6.07
6. Edinburgh 6.10
7. Mumbai, India 6.21
8. Dubai, UAE 6.24
9. Bangkok Suvarnabhumi, Thailand 6.30
10. Delhi, India 6.31
Best 10 airports by ranking
1. Singapore Changi 9.07
2. Munich, Germany 8.66
3. Hong Kong 8.42
4. Copenhagen Kastrup, Denmark 8.04
5. Helsinki-Vantaa, Finland 8.03
6. Cincinnati-Northern Kentucky, USA 7.94
7. Barcelona El Prat, Spain 7.90
8. Madrid Adolfo Suarez-Barajas, Spain 7.81
9. Auckland, New Zealand 7.80
10. Frankfurt, Germany 7.76
The study also looked at airlines but none of the Thai carriers made the top 10 in either the best or worst category.
Airlines were ranked on on-time performance, quality of service and claim processing.
Thai Airways International came in 57th place out the 87 airlines which featured in the survey.
Singapore Airlines, Etihad Airways and Qatar Airways were the 3 best airlines, respectively.
Bulgaria Air, SmartWings and Tunisair were found to be the worst.
Best 10 airlines by ranking
1. Singapore Airlines, Singapore – 8.73
2. Etihad Airways, United Arab Emirates – 8.48
3. Qatar Airways, Qatar – 8.46
4. Austrian Airlines, Austria – 8.38
5. Air Transat A.T. Inc, Canada – 8.29
6. Air Dolomiti, Italy – 8.22
7. British Airways, UK – 8.14
8. Virgin Atlantic, UK – 7.99
9. Aer Lingus, Ireland – 7.97
10. TUI fly Netherlands, Netherlands – 7.95
Worst 10 airlines by ranking
1. Bulgaria Air, Bulgaria – 4.93
2. SmartWings, Czech Republic- 5.01
3. Tunisair, Tunisia – 5.15
4. Monarch Airlines, UK – 5.16
5. Ryanair, Ireland – 5.21
6. Egyptair, Egypt – 5.27
7. China Eastern Airlines, China – 5.27
8. Pakistan International, Pakistan – 5.31
9. Gulf Air, Bahrain – 5.44
10. Air China, China – 5.48
“It’s important – now more so than ever – that passenger service is a top priority of both airlines and airports, ensuring they receive the experience they deserve, so it’s fantastic to see that Singapore is setting the standard for customer-first service”, said AirHelp’s UK manager Marius Fermi.
“This research should hopefully give airlines and airports across the world, particularly in the UK, a nudge to improve their quality and punctuality urgently before the travel rush starts this summer.”
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