In November, AirHelp shared its yearly ranking of the best airlines in the United States. This ranking is important because it helps travelers understand which airlines perform well, especially during disruptions. The ranking looked at on-time flights, how airlines handle claims, and overall customer experience.
Understanding the Ranking Criteria
To create the ranking, AirHelp evaluated data from October 1, 2024, to September 30, 2025. Each airline received a score out of 10 based on several factors:
On-time performance: A flight is considered on time if it arrives within 15 minutes of its scheduled time.
Claim processing: This measures how well airlines support customers when things go wrong, like flight cancellations or lost luggage.
Customer experience: Passengers provided feedback on cabin crew, aircraft comfort, cleanliness, food, and entertainment.
How AirHelp Ensures Accurate Data
To keep its rankings reliable, AirHelp cross-references its data with various sources, including airport databases, flight-tracking services, and government agencies. This thorough process helps ensure that the information is as accurate as possible.
The Challenges Faced by Airlines in 2025
According to Eric Napoli, the Chief Legal Officer at AirHelp, 2025 was a tough year for U.S. airlines. A government shutdown lasting just over a month significantly impacted air traffic and travel. Napoli noted that on-time performance suffered during this period, stating, “We saw that operational challenge this year.”
Airlines and Claim Processing
Despite some improvements, Napoli believes airlines can still do better when it comes to processing claims. He mentioned that American, United, and Delta Airlines typically work well with AirHelp. However, there is still room for improvement in how quickly and easily customers can claim their compensation.
American Airlines Tops the Ranking
American Airlines scored the highest among U.S. airlines with a score of 7.64, placing it 11th globally. The airline received a score of:
7.1 for on-time performance
8 for customer opinion
7.8 for claim processing
Napoli mentioned that American Airlines was quicker in processing claims than United Airlines, which helped boost its score.
American Airlines: A Major Player
American Airlines is one of the largest airlines in the world, serving over 300 destinations and operating a fleet of more than 900 aircraft. They also launched the frequent flyer program back in 1979 and are a founding member of the Oneworld alliance, which includes airlines like British Airways and Qatar Airways.
United Airlines Comes in Second
United Airlines ranked second with a score of 7.54, placing it 13th globally. Its scores were:
7.4 for on-time performance
8.1 for customer opinion
7.2 for claim processing
Napoli noted that United excelled in on-time performance and customer opinion but faced challenges in the claims processing area.
United’s Expansion and Alliances
United Airlines serves over 350 destinations and is part of the Star Alliance, which includes carriers like Lufthansa and Air Canada. In 2025, the airline expanded its routes from Newark, New Jersey, and Tokyo, Japan, to new places like Nuuk, Greenland, and Ulaanbaatar, Mongolia.
Looking Ahead: The Future of Airline Performance
The ranking by AirHelp shows that while some airlines are performing well, there are areas for improvement, especially in claims processing. Here are a few thoughts on the future of airline performance:
Airlines may need to invest more in technology to streamline claims processing.
Improving customer service can enhance passenger satisfaction during disruptions.
Maintaining on-time performance will be crucial for airlines moving forward.
As travel continues to grow, it will be interesting to see how these airlines adapt and improve their services for travelers in the years to come.
