Survey rates airlines on customer service
Emirates has come top in a survey looking at how technology can improve customer service.
The survey, by data management provider Relay42 and EyeForTravel, asked respondents to rate up to three airlines they had used in the last 12 months on the level of customer service they had experienced with a score out of 10.
The graph below shows airlines that gathered more than 100 responses and their scores.
The Dubai-based airline tipped Virgin Atlantic to the top position, followed by British Airways, and charter flights also scored relatively highly.
The survey of 1,795 consumersalso asked people what forms of communication they would prefer from an airline.
The vast majority (93.8%) said they would like clearer advertising of extra charges and fees, with 66.3% choosing the ‘very much’ option and 27.4% ‘slightly’.
Some 92% want to book and pay for a flight and nothing else when choosing an airline, with 54% choosing the ‘very much’ option.
"Clearly, ancillaries are a strong driver of revenues, but airlines need to refrain from creating obtuse pricing and payment choices and bombarding with unnecessary options, as this is likely why so many people desire a means of buying their ticket and nothing else," said the report.
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
Vegas’s Billion-Dollar Secrets – What They Don’t Want Tourists to Know
Visit Florida’s New CEO Bryan Griffin Shares His Vision for State Tourism with Graham
Chicago’s Tourism Renaissance: Graham Interviews Kristin Reynolds of Choose Chicago
Graham Talks with Cassandra McCauley of MMGY NextFactor About the Latest Industry Research
Destination International’s Andreas Weissenborn: Research, Advocacy, and Destination Impact
Graham and Don Welsh Discuss the Success of Destinations International’s Annual Conference
Graham and CEO Andre Kiwitz on Ventura Travel’s UK Move and Recruitment for the Role
Brett Laiken and Graham Discuss Florida’s Tourism Momentum and Global Appeal
Graham and Elliot Ferguson on Positioning DC as a Cultural and Inclusive Global Destination
Graham Talks to Fraser Last About His England-to-Ireland Trek for Mental Health Awareness
Kathy Nelson Tells Graham About the Honour of Hosting the World Cup and Kansas City’s Future
Graham McKenzie on Sir Richie Richardson’s Dual Passion for Golf and His Homeland, Antigua
ADS PRO 
Global tourism exceeds 1.5 billion travelers announces UN-Tourism
Qatar Airways offers reduced timetable to over 60 destinations
WTTC global tourism reached record economic impact of 11 trillion in 2025
Hands In, UATP join forces for airline multi-card payments
Overseas travelers to the United States declined by 2.5% in 2025