AirlineRatings.com has announced its Airline Excellence Awards and it’s Top Ten airlines for 2018.
Heading the list is Air New Zealand followed by Qantas Airways, Singapore Airlines, Virgin Australia, Virgin Atlantic, Etihad Airways, All Nippon Airways, Korean Air, Cathay Pacific and Japan Airlines.
The editors of AirlineRatings.com, some of the most experienced and awarded, look for a consistent level of service, innovation and staff engagement from each major contender.
A position with Air New Zealand is the most sought-after job in that country
The Airlineratings.com judging team said: “We are looking for leadership and airlines that innovate to make a real difference to the passenger experience, particularly in economy class.”
“In our evaluation, we will also consider the audited website feedback from passengers on our website and other reputable sites such as CNTraveller.com.”
While Air New Zealand again topped the rankings, it is being pressed by Australia’s Qantas and Singapore Airlines, which are both rolling out new aircraft such as Boeing 787s and Airbus A350s as well as significant revamps of in-flight product.
Moving into 4th spot is Virgin Australia with Virgin Atlantic in the fifth spot.
Both in their own markets have been taking giant strides with Virgin Australia’s new business class turning heads.
In Europe Virgin Atlantic’s in-flight product and service is a clear leader.
In 6th position, Etihad Airways continues its leading role in global aviation with magnificent product throughout the cabins.
In 7th position, All Nippon Airways continues its leading role of Japanese aviation.
In the 8th position is Korean Air which has evolved as the leading airline in Korea.
Korean Air has evolved into a top ten airline
At number nine is Cathay Pacific Airways while at number 10 is Japanese carrier Japan Airlines. These two airlines are bywords for operational excellence and professionalism and two of the world’s most respected carriers.
‘’Whether number 1 or number 10 these airlines are the best of the best – the elite in aviation,” said the judging team. “They are the trendsetters and the benchmark by which all others are judged.”
My colleagues and I at Airlineratings.com are often asked what is the criteria for the winners in our World’s Best Airlines for 2018.
A great question to a complex subject.
Is it great in-flight service, low fares, the most impressive aircraft or the best safety record?
It is all of those things, and much more. In some cases, there are aspects that passengers do not see and to which they are unlikely to ever pay attention.
Some members of our editorial team of eight have been involved in nominating and judging airlines for 20 years.
Air New Zealand’s award-winning Business Premier has one of the best mattresses in the air
We wanted to refine the process so that it is objective and not open to abuse. Some airlines instruct staff to vote in some awards and grossly distort the result.
We wanted a system that identified the key areas that are critical to an airline’s long-term success while recognizing that passenger’s reviews are a very important barometer.
We settled on 13 criteria which we viewed as the heartbeat of the airline. These are: product rating; safety rating; passenger reviews; fleet age; operating profit; does the airline have premium economy; does it have flat beds in business class; investment grade rating; environmental report; industrial issues; serious incidents; is the airline an innovator and must be a top 50 airline.
While some of these criteria are self-explanatory many are not.
For the majority of passengers, a good safety record, and good price tick the boxes.
However, many of the other criteria, measure the heartbeat of an airline and are often the first signs of more serious problems.
Arline of the Year Judging Criteria
To be Airline of the Year, an airline must have the AirlineRatings.com seven-star safety rating developed in consultation with the governing body of aviation, the International Civil Aviation Organization.
That safety rating involves 11 separate audits, one of which measures 1067 safety and organization parameters and is conducted every two years.
Our product rating measures a range of different parameters important to passengers.
Profitability and fleet age are extremely important. Some airlines are making record profits but are not investing nearly enough in fleets or product. Some have fleets with an average age of 17 years and more.
Air Canada has a major fleet renewal program underway with Boeing 777, 787s and 737s
Our editorial team places significant importance on premium economy on a long-haul airline. It is without a doubt the best value proposition for the passenger and airline.
We are also insistent that to win Airline of the Year, an airline has flat beds in business class with a good mattress.
We also look to see if the airline is an innovator trying new things to improve the passenger experience. It can be as simple – and popular – as an automatic coffee ordering system that kicks in as soon as your boarding pass is swiped when entering the airline’s lounge. You then get a text message to says its ready.
An airline must be a leader in the environmental space. Regardless of the debate surrounding climate change, limiting pollution is simply good business and socially responsible. It also sets the tone and shows leadership.
In our view, harmonious industrial relations are critical and are in many cases an excellent snapshot of the heart of airline. It is not about pay so much as if staff are happy and management engaged and listening.
Qantas is ranked number 2 in the world by AirlineRatings
We also look at serious aircraft incidents but we’re aware great care must be taken in this assessment. Was the incident the airline’s fault? Take the manufacturing issue that emerged with Qantas QF32 in 2010 when a faulty oil pipe burst in the Rolls-Royce engine of an Airbus A380.
Crash investigators found that the skill of the crew saved the aircraft so that would be counted as a plus for the airline, not a negative.
Finally, our team of judges looks at passenger reviews from our own website and others such as Trip Advisor and the Conde Nast Readers’ Choice Awards to assess how passengers view their experiences.
All of these factors are combined in a spreadsheet to arrive at the Airline of the Year.
Singapore Airlines is a big winner in the annual AirlineRatings.com Airline Excellence Awards, taking out Best First Class and Best Cabin Crew as well as being ranked 3rd in the rating agency’s Top Ten.
AirlineRatings.com, the world’s only safety, and product rating website, promotes excellence and innovation in the airline industry and the pinnacle of these efforts is its Airline Excellence Awards.
There is little surprise that Singapore Airlines has won Best First Class because it has always been a first-class airline.
The airline has pioneered many innovations for all cabin classes but its First Class is a clear standout.
And now it has taken that product to a new level with its new “Skyroom” Suites on the A380.
Singapore Airlines First Class
The “Skyrooms” are truly spectacular and each suite covers between 3.23 and 4 square meters of floor space with two-piece sliding doors operated manually, as opposed to electrically with other carriers, a source for prolonged malfunctions.
AirlineRatings European Editor Andreas Spaeth notes there is a similarity to the Flying Oval Office on board Air Force One because each is dominated by a massive swivel armchair.
Mr Spaeth adds: “Designed by PierreJean Design Studio in France, the 21” wide electrically-controlled swivel seats can be turned around by over 120°, are upholstered in finest Poltrona Frau leather and can recline up to 135° for lounging.”
A 32” HD touchscreen monitor mounted on the wall can also be swiveled.
The main feature is a separate foldout flatbed measuring 76” by 27” (1.93m x 0.68m) which comes complete with mattress bedding, duvet, and pillows. The bedhead has a gas spring to keep the head up to watch a movie for example while lying down.
And for those who want to fly with the family, the dividers between two or even all three suites on one side of the aisle can come down, creating up to two double beds in the two forward Suites 1A/2A and 1F/2F.
The Singapore Girl is, without doubt, the best known brand in modern aviation.
Known the world over for their outstanding commitment to service, Singapore girls and their male counterparts are synonymous with inflight excellence.
It is also an outstanding brand and the fact it is as strong today as the day it was launched is a testament to the dedication, passion, and professionalism of the airline’s cabin crew.
Singapore Airlines cabin crew are the best of the best
AirlineRatings.com developed its unique seven-star rating system after two years of evaluation and consultation with the industry’s governing body the International Civil Aviation Organization.
For the yearly ranking the editors of AirlineRatings.com, some of the most experienced and awarded, combine four major international industry and government safety audits, with another 12 key criteria that include: fleet age, passenger review ratings, profitability, investment rating and key product offerings to arrive at a ranking.
Major Australian airline and global brand icon Qantas is again a big winner in the 2018 AirlineRatings.com Airline Excellence Awards.
The airline, which is the world’s oldest continuously operating and most experienced airline*, picked up Best Catering, Best Lounges, Best Domestic Service and was named 2nd in the AirlineRatings.com Top Ten.
Qantas for the fourth-year running won this important category on the back of its domestic and international offering.
Its commitment extends beyond premium dining to economy travel, where it offers international travelers an unprecedented four choices of main meal and it has doubled meal sizes.
Qantas inflight catering is the world’s best
AirlineRatings.com judges said: “Qantas’s catering commitment to its international passengers is a clear industry leader.”
In an era where domestic offerings are shrinking and low-cost airlines often offer more than traditional airlines, Qantas’s domestic in-flight product is the best of any domestic airline.
Qantas offers complimentary beer and wine between capital cities after 4 pm on weekdays and on transcontinental flights from lunchtime daily.
The airline has completed the rollout of its lie-flat beds on the A330 fleet performing most of the transcontinental services on weekdays.
To be named in the top ten, airlines must achieve a seven-star safety rating and demonstrate leadership in innovation for passenger comfort.
AirlineRatings.com developed its unique seven-star rating system after two years of evaluation and consultation with the industry’s governing body the International Civil Aviation Organization.
For the yearly ranking the editors of AirlineRatings.com, some of the most experienced and awarded, combine four major international industry and government safety audits, with another 12 key criteria that include: fleet age, passenger review ratings, profitability, investment rating and key product offerings to arrive at a ranking.
The judges said: “We are looking for leadership, airlines that innovate to make a real difference to the passenger experience particularly in economy class.”
This year Qantas maintained its number 2 ranking as customer satisfaction levels reach all-time highs.
Virgin Australia A Big Winner In Excellence Awards
Virgin Australia is a big winner in the 2018 AirlineRatings.com Excellence Awards taking out Best Business Class and being named in the global Top Ten at number 4.
AirlineRatings.com, the world’s only airline safety, and product rating website, promotes excellence and innovation in the airline industry and the pinnacle of these efforts is its Airline Excellence Awards.
Virgin Australia Wins Best Business Class
For the second time, Virgin Australia has taken out this much sought-after award with its “The Business” suite, a product which is the equal of some airline’s first class.
One of the outstanding features of this product is the bed. With its triple-layer seat cushion supported by a hammock sub-frame, it virtually guarantees a great sleep.
And there is plenty of space for gadgets, including shelf-space where passengers can park a laptop while dining. This is especially true of in the suites fitted to the airline’s Boeing 777s.
Virgin Australian cabin crew are multi-award winners
“The Business” suite also cocoons the traveler to give maximum privacy. The product is fitted across all the airline’s A330s and Boeing 777s.
Virgin Australia is also about to roll out a new business flatbed for Boeing 737s used on transcontinental flights.
Virgin Australia Recognized In World Ranking
To be named in the Top Ten, airlines must achieve a seven-star safety rating and demonstrate leadership in innovation for passenger comfort.
Virgin Australia’s Business Class cabin on the Boeing 777
AirlineRatings.com developed its unique seven-star rating system after two years of evaluation and consultation with the industry’s governing body the International Civil Aviation Organization.
For the yearly ranking the editors of AirlineRatings.com, some of the most experienced and awarded, combine four major international industry and government safety audits, with another 12 key criteria that include: fleet age, passenger review ratings, profitability, investment rating and key product offerings to arrive at a ranking.
This year Virgin Australia has moved up from 5th to 4th.
WestJet cabin crew bring the magic back into flying
WestJet Wins Low Cost Carrier Americas Award for 2018
WestJet is celebrating its 21st birthday as a major force in Canadian aviation and as the 2018 winner of the AirlineRatings Low-Cost Carrier Award for the Americas.
The Calgary-based carrier launched its first service on February 29, 1996 (which, given it was a leap year, may mean it’s technically only five years old) and has grown to become Canada’s second-biggest airline, carrying 21.9 million passengers in 2016.
Today, it boasts a fleet of more than 150 aircraft and a network that serves, along with regional offshoot WestJet Encore, more than 100 destinations in North America, Central America, the Caribbean and Europe.
A network of codeshare partners adds another 175 destinations in 21 countries.
Low fares haven’t stopped WestJet giving passengers room to breathe with a seat pitch in the main cabin of 31-33 inches and 36-38 inches in its WestJet Plus section. Its WestJet Connect app offers free TV shows and movies as well as the ability to buy in-flight Internet packages.
WestJet’s DisneyWorld livery on the Boeing 737
It is well-regarded by customers and double-digit passenger growth for the third quarter of 2017 saw the number of guests hit an all-time record high of 6.5 million.
This came as the load factor also achieved a quarterly record of 85.7 percent.
Famous for its humorous April Fool’s day videos, WestJet earned community respect with events such as 2016’s “Snowflake Soiree” benefiting the residents of a Canadian town ravaged by wildfires.
It was rated Canada’s top company for corporate and social responsibility in 2016, finds itself consistently ranked as one of the top Canadian brands and in 2017 was again named the nation’s most trusted airline.
This year, it is introducing the first Boeing 737 MAX to Canada as part of an order for 50 of the fuel-efficient planes and it has 10 Boeing 787-9s on order.
“WestJet is a carrier that has established a reputation for flair, humor and community engagement,” the judges said. “We believe it is an airline going places.’’
The city that once nurtured democracy and philosophy now has another reason to boast: it is the home of the AirlineRatings 2018 Best Regional Airline.
Athens-based Aegean Airlines has come a long way since it started flying from the Greek capital to Thessaloniki and Heraklion, Crete, with just two jets in 1999.
“It is now Greece’s biggest airline with a fleet of modern Airbus A320 family aircraft, a good reputation among travelers and bold plans for expansion,” judges said.
“The airline is also heavily involved in promoting its home country by providing a platform for Greek regions and products.”
Aegean flies 47 jet aircraft, including one A319 and a mixture of A320s and A321s, on short-to medium-haul routes.
The overall group, which includes turboprop subsidiary Olympic Air, flew 12.5 million passengers in 2016 to destinations ranging from Amsterdam, Frankfurt, and London to Cairo, Moscow and Tel Aviv.
Aegean promotes Greek food and wine in its cabin service and passengers regularly say they are impressed by the friendliness of crew. It was also the recipient in 2017 of the International Air Transport Association (IATA) Fast Travel Gold Award for its efforts to simplify and speed up the passenger experience.
While seat pitch on its planes is just 30 inches in economy and 33 inches in business, its frequent flyer program and connectivity benefit through its membership of the massive Star Alliance.
Plans for 2018 include a further strengthening of its position in Europe while offering a wider network of destinations.
It plans to connect Athens with 81 destinations while upgrading passenger facilities such as lounges and boosting its promotion of Greece.
The expansion includes 18 new routes, including 11 from its base in Athens and seven from Greek regional airports, expanding available seats in 2018 by 700,000 to 16.6m.
The airline has already moved on upgrading passenger lounges in Thessaloniki and Larnaca and says its lounge at Athens International Airport will be upgraded by year’s end. A second lounge at Athens is due for completion early next year.
VietJetAir Best Ultra Low-Cost Award Winner For 2018
VietjetAir.com, the inaugural winner of the Airlineratings.com Best Ultra Low-Cost Airline 2018 is bringing back the romance of travel but at bargain prices.
Flight attendants love their job and pilots give passengers a commentary of where they are and the landmarks below.
Since launching in December 2011, the airline has quickly grown its fleet and subsequently its number of destinations opening up affordable travel to all including those that perhaps couldn’t afford air travel before.
The airline to date has flown over 40 million passengers, and been awarded 32 domestic and nine international accolades such as being named “The Best Asian Low-Cost Carrier 2015” at the TTG Travel Awards 2015.
Vietjet operates a fleet of A320s in a 3-3 configuration with black leather seats. A special business class configuration (Skyboss ticket type) is also available with red leather seats.
VietJetAir.com pilots and crew are bringing romance back into flying
And while in a tight 29-inch configuration the seats do recline.
For a small fee, you can select quiet seats up the front or exit rows. Also windows and aisle seats attract a small premium.
Blankets, pillows, gifts and gimmicks can be purchased on board.
And, unlike some low-cost airlines, the cabin crew take safety seriously focusing on seat belts and exits being kept clear.
The airline serves 38 destinations in Vietnam and 35 international locations.
It has 45 Airbus A320 and A321 family aircraft in service with another 90 on order including 73neos.
In 2016 it ordered 100 Boeing 737 MAX200 jets for delivery from 2019.
The large swivel armshair in the new Singapore Airlines first class Skyroo.. Photo: Andreas Spaeth
In its biggest product revamp since the Airbus A380 launch in 2007, Singapore Airlines has given its newest superjumbos an all-premium upper-deck sporting six innovative first-class cabins with giant swivel armchairs.
Five new A380s being brought into the fleet will have six “Skyroom” suites on the upper deck plus 78 business class seats.
The airline officially launched new product for all four cabins using mock-ups Thursday in Singapore and will put them into service on Singapore-Sydney from December 18.
But AirlineRatings took these world exclusive pictures of the new product inside the superjumbo after being granted access to the first aircraft, 9V-SKU, at the Airbus factory in Hamburg-Finkenwerder.
The main deck will feature 44 premium economy seats in a 2-4-2 configuration at the front with 342 Economy seats in 3-4-3 array featuring a 32-inch pitch and an 18.5-inch width.
This brings the total seat count back to 471, the number with which Singapore launched the A380 a decade ago.
Topping the bill is the Skyroom, manufactured by Zodiac from the UK. Although spectacular, it is not as over-the-top as Etihad’s The Residence.
The first impression is a similarity to the “Flying Oval Office” on board Air Force One, the Boeing 747 used by the US president. The Skyroom is dominated by a massive swivel armchair designed by PierreJean Design Studio in France.
The big swivel armchair. Photo: Andreas Spaeth
The 21-inch (53cm) wide electrically-controlled swivel seat can be turned around by more than 120 dgrees, is upholstered in finest Poltrona Frau leather and can recline up to 135 degrees for lounging.
Passengers get a generous 3.23 to 4 square metres (34.7 to 43 sq. ft) of floor space, with the biggest suites being 1A and F.
Each suite is shielded from the aisle by two sliding doors. These are operated manually, as opposed to the electrical doors that have been a source of prolonged malfunctions on other carriers.
They feature a 32-inch HD touchscreen monitor mounted on the wall, which can also be swivelled.
A wireless tablet is provided with integrated control functions for in-flight entertainment (IFE) and customizable mood lighting but there is a separate handset offering basic IFE control.
Passengers who want to work with their tablets can anchor them in a holder installed underneath the two windows or they can use a laptop on the fold-out table.
The new Skyroom has plenty of storage and work spaces. Photo: Andreas Spaeth.
Another main feature is a separate fold-out flat bed measuring 76” by 27” (193cm x 68cm) which comes complete with mattress bedding, duvet and pillows.
The bedhead has a gas spring to keep the head up to watch a movie while lying down.
When Singapore Airlines introduced the A380 in 2007, its former CEO proclaimed the double suites in the middle were “bringing back the romance into flying” .
The airline didn’t quite live up to this promise because crews were instructed to not let get romantic activities out of hand.
This time again, dividers between two or even all three suites on one side of the aisle can come down, creating up to two double beds in the two forward suites 1A/2A and 1F/2F.
A worker in Hamburg makes adjustments to a Skyroom with the dividers down. Photo: Andreas Spaeth.
The two windows in each suite feature electrical blinds and each has a personal wardrobe which also provides cabin luggage stowage.
And for the first time, one of the two bathrooms, the more spacious one on the right side, has been fitted out especially for female passengers with a vanity table and stool, more mirrors and mood-lighting.
However, there is no shower like those offered on Emirates and Etihad.
Business Class travellers will still be forced to sleep diagonally, which many dislike, because of the 50-inch (127cm) seat pitch.
The new seats — designed by JPA Design and manufactured by JAMCO — feature a kind of noise-suppressing cocoon to shield the passenger.
The new business class in Singapore’s latest A380s. Photo: Andreas Spaeth.
The fixed enclosures are lower than before, addressing customer complaints, and the bed is lowered into position electrically rather than manually.
Bed length has remained the same at 78” (198cm), two inches longer than in the first class suites, but narrow at the foot end. The bed space can be enlarged by a fold-out bridge.
The width of the leather seats is a generous 25 inches (63.5cm) and, for the first time, the divider between the two middle seats can be put down fully to enable partners to travel together. Once fully down it creates almost a double bed.
There are smaller new features, such as storage ideas and a fixed side table.
Preferred seats are the bulkhead middle seats 11D/F, 91D/F and 96D/F as they have by far the biggest foot space and don’t require passengers to sleep diagonally.
Premium economy is at the front end of the main deck and features customized seats by German manufacturer ZIM, which also provides Lufthansa’s premium economy seats.
Seat pitch is a generous 38 inches (96.5cm) , width 19.5 inches (49.5cm) and every seat includes foot- and leg rests plus a spacious pocket able to store a laptop.
All seats in all classes now offer touchscreens, with the ones in premium economy measuring 13.3” (33.8cm) in diameter, while those in economy are 11.1 inches (28cm).
The 343 Economy seats are manufactured by German market leader Recaro.
The two best choices in economy, particularly given there is no extra charge, are the window seats 71A/K. These seats do not have a seat in front of them, despite being in the second row behind the bulkhead.
All 471 seats on Singapore’s new A380 now feature plug ins to recharge electronic devices and also USB ports, plus contactless card readers to pay for purchases.
The ADAPTS system aims to make evacuations easier for disabled passengers.
It is a disabled flyer’s worst nightmare: being trapped in the panic-ridden, smoke-filled cabin of an airliner on the ground trying desperately to get out.
The current practice is for crew members just to grab passengers and go.
But a new system may change all that.
“When I was a flight attendant, I knew we needed a better way to save people,” says ADAPTS (A Disabled Passenger Transfer Sling) LLC founder Robin Wearley.
ADAPTS, is a sling system that allows crew to more effectively cradle the disabled to an emergency exit, down the slide and handed off to first responders—who spirit them away from the airliner fast.
Jeff Butler does a decent amount of flying. The 2016 Paralympic Games USA team silver medalist in wheelchair rugby, says the system “fill[s] an important need for the entire disabled community.”
Disability advocate at WheelchairTravel.org John Morris puts things a bit more bluntly: “As wheelchair travelers increase in number and take to the skies, it is only a matter of time until one of us is caught in a life-and-death situation on an airplane.”
Once upon a time you could grab a blanket from the overhead bin and use that. That’s before airlines largely eliminated them, at least from the main cabin. Even then, they were not ideal for evacuating disabled flyers.
“An evacuation device needs to be fast and simple to use,” says Wearley. “It’s got to be “water and flame resistant, and have no sharp points to puncture inflatable slides.”
ADAPTS pre-order price is pegged at US$129 via Kickstarter. In what ADAPTS calls an “all or nothing” proposition the product’s success just now is predicated on financial backers kicking in to meet a US$30,000 goal it needs to reach by December 19, 2017.
Don’t look for the airlines to provide the evacuation device for customers as part of the price of a ticket.
Back in the 1980s, in the wake of three smoke-related fatal accidents—a Saudia TriStar at Riyadh, an Air Canada DC-9 in Cincinnati, and a British Airtours 737 at Manchester—passenger smoke hoods were much in the news. The carriers decided not to offer them
In other news regarding disabled travelers, the US Department of Transportation has reached an agreement with Alaska/Virgin America and Spirit to significantly expand the availability of popular airport kiosks to the disabled.
DOT Secretary Elaine Chao said the agreement would “ensure greater accessibility” for the disabled.”
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