Best airlines: Best long-haul airlines
Passengers flying long-haul – defined as any destination beyond Europe and North Africa – are more likely overall to have been satisfied with their airline’s service.
| Long-haul airlines | ||||
|---|---|---|---|---|
| Brand | Cleanliness | Comfort | Value for money | Customer Satisfaction Score |
| Singapore Airlines |
|
|
|
85% |
| Jet Airways |
|
|
|
84% |
| Air New Zealand |
|
|
|
80% |
| El Al |
|
|
|
75% |
| Emirates |
|
|
|
75% |
| Qatar |
|
|
|
75% |
| Etihad |
|
|
|
70% |
| bmi (British Midland) |
|
|
|
70% |
| Eva Air |
|
|
|
69% |
| Malaysia Airlines |
|
|
|
68% |
| Zoom Airlines |
|
|
|
68% |
| Thai Airways International |
|
|
|
66% |
| Virgin Atlantic |
|
|
|
66% |
| Sri Lankan Airlines |
|
|
|
63% |
| KLM |
|
|
|
63% |
| First Choice Airways |
|
|
|
60% |
| Air Canada |
|
|
|
57% |
| Continental Airlines |
|
|
|
57% |
| Delta Airlines |
|
|
|
57% |
| Kenya Airways |
|
|
|
57% |
| British Airways |
|
|
|
57% |
| Cathay Pacific |
|
|
|
57% |
| Lufthansa |
|
|
|
57% |
| Northwest Airlines |
|
|
|
56% |
| Qantas |
|
|
|
56% |
| BA Connect / Connect Plus a |
|
|
|
54% |
| Air France |
|
|
|
53% |
| American Airlines |
|
|
|
52% |
| Thomsonfly |
|
|
|
52% |
| Gulf Air |
|
|
|
50% |
| South African Airways |
|
|
|
49% |
| United Airlines |
|
|
|
48% |
| Air China |
|
|
|
47% |
| Air Transat |
|
|
|
46% |
| Monarch Airlines |
|
|
|
41% |
| US Airways |
|
|
|
40% |
| XL Airways |
|
|
|
40% |
| Fly Globespan |
|
|
|
37% |
| MyTravel Airlines b |
|
|
|
35% |
| Thomas Cook Airlines |
|
|
|
34% |
| Air India |
|
|
|
32% |
| Iberia |
|
|
|
27% |
Table notes
Sample sizes: Singapore Airlines (403), Jet Airways (49), Air New Zealand (270), El Al (36), Emirates (593), Qatar (109), Etihad (55), bmi (British Midland) (86), Eva Air (64), Malaysia Airlines (133), Zoom Airlines (119), Thai Airways International (148), Virgin Atlantic (1,428), Sri Lankan Airlines (62), KLM (202), First Choice Airways (161), Air Canada (277), Continental Airlines (265), Delta Airlines (132), Kenya Airways (56), British Airways (2,322), Cathay Pacific (106), Lufthansa (45), Northwest Airlines (67), Qantas (233), BA Connect / Connect Plus (52), Air France (101), American Airlines (367), Thomsonfly (183), Gulf Air (34), South African Airways (132), United Airlines (136), Air China (35), Air Transat (63), Monarch Airlines (137), US Airways (67), XL Airways (83), Fly Globespan (93), MyTravel Airlines (70), Thomas Cook Airlines (188), Air India (36), Iberia (113)
- Now owned by FlyBe
- Now merged with Thomas Cook Airlines
High flyers
The best performing long-haul airlines were Singapore Airlines (85%), India’s Jet Airways (84%) and Air New Zealand (80%). All got excellent or good marks for check-in, cabin staff, cleanliness, comfort, food, entertainment and value for money.
Singapore Airlines topped our poll of long-haul airlines
The reputation of south-east Asian airlines for customer service and hospitality was confirmed by good long-haul ratings for Malaysia Airlines (68%) and Thai Airways International (66%).
Middle Eastern carriers El Al (75%), Emirates (75%), Qatar Airways (75%) and Etihad Airways (70%) were also highly rated.
British Airways received an average satisfaction rating (57%) for its long-haul flights. BMI (70%), Virgin Atlantic (66%) and First Choice Airways (60%) all scored more highly.
Left at the holding point
If you’re travelling to a long-haul destination, give Spain’s Iberia a wide berth: a miserable satisfaction score of 27% makes it the lowest-rated airline in this category.
And if you’re flying to the United States (the most popular long-haul destination in our survey), steer clear of Air India (32%), Thomas Cook Airlines (34%) and Fly Globespan (37%).