It’s official – Qatar Airways has been named AirlineRatings.com’s best airline for 2024 – evidence that despite increasing traveller complaints, many of the world’s carriers have soared above and beyond expectations.
The U.S. Transportation Department recently reported receiving nearly 97,000 complaints from air travellers in 2023, the highest number since 2020. Complaints against both US and foreign carriers covered various issues, including delays, cancellations and inadequate accommodations for disabled passengers.
“There are always going to be ups and downs when it comes to air travel, but it’s pleasing to see how much effort many leading global carriers are putting in to maximise the traveller experience,” comments Lynette Machiri, Customer Experience Leader at Flight Centre South Africa.
“For Saffers specifically, Singapore Airlines topped the list (also AirlineRating.com’s pick for ‘Best First Class’), followed by Emirates (AirlineRating.com’s winner for ‘Best In-Flight Entertainment’ and ‘Best Premium Economy’) and Airlink tied in second place, and Qatar Airways coming in third,” says Machiri.
Below, we take a closer look at the reasons these airlines are passing the customer feedback test with flying colours, from comfort to catering and everything in between.
Qatar Airways
Most popular flights: Doha is the primary destination for South Africans flying with Qatar Airways. The airline offers two daily flights from OR Tambo and one daily flight from Cape Town (both to Hamad International Airport).
Highlights:
- Operates one of the most modern fleets in the world, with over 200 aircraft, including the Airbus A380.
- Recently introduced the Qsuite to business class, offering fully flat beds, direct aisle access and private spaces for groups.
- Named the ‘World’s Best Airline’ multiple times at the Skytrax World Airline Awards, including in 2024.
- Complimentary amenity kits and noise-cancelling headphones for business and first-class passengers.
- Onboard Wi-Fi on select aircraft.
Korean Air
Most popular flights: Currently, Korean Air doesn’t operate any flights from OR Tambo or Cape Town International Airport, although it’s possible to catch connecting flights from various destinations, such as flying with Emirates to Dubai and connecting with Korean Air to Seoul.
Highlights:
- Consistently ranks highly in customer satisfaction, achieving first place in the Global Customer Satisfaction Index for 19 consecutive years.
- Renowned for its exceptional service, particularly in economy class. The airline offers generous seat pitches, comfortable seating, and various in-flight entertainment options.
- As a member of the SkyTeam alliance, Korean Air has expanded its network and enhanced passenger connectivity.
- Recently acquired Asiana Airlines, which is expected to further solidify the airline’s position as one of the top 10 airlines globally in terms of traffic and capacity.
Cathay Pacific Airways
Most popular flights: Direct flights operate from Johannesburg to Hong Kong International Airport three times a week.
Highlights:
- Founded in 1946, Cathay Pacific has evolved from a small regional carrier into one of the world’s top airline brands.
- Has won the Skytrax Best Airline award four times.
- Recent upgrades include fully flat beds in business class, improved in-flight entertainment systems and a focus on quality dining options
- The airline is committed to sustainability, pledging to achieve net-zero carbon emissions by 2050.
Air New Zealand
Most popular flights: Air New Zealand doesn’t currently fly to/from South Africa. However, South Africans can experience the airline’s hospitality when catching a connecting flight to New Zealand from Perth or Hong Kong, thanks to the airline’s codeshare partnership with South African Airways.
Highlights:
- Named the world’s safest airline in 2024.
- Has one of the youngest and most fuel-efficient fleets globally.
- The Airpoints™ loyalty program is highly regarded in New Zealand, with over four million members.
- Renowned for its creative marketing strategies, including humorous and engaging safety videos that have gained international acclaim.
Emirates
Most popular flights: Emirates operates three daily flights between Dubai and Johannesburg, two daily flights between Dubai and Cape Town and daily flights between Dubai and Durban.
Highlights:
- Renowned for its luxurious cabin offerings, particularly in its First and Business Class. The airline operates the Airbus A380 and Boeing 777, featuring unique amenities such as full-standing showers in First Class and a bar/cocktail lounge on the upper deck of the A380.
- The airline’s in-flight entertainment system, ICE (Information, Communication, Entertainment), has consistently won awards for its extensive offerings. Passengers can access over 5,000 channels of movies, TV shows and music, making it one of the most comprehensive entertainment systems available in commercial aviation.
- Recently introduced new cabin interiors and a Premium Economy class.
Singapore Airlines
Most popular flights: Operates a daily non-stop flight to Singapore’s Changi Airport from OR Tambo.
Highlights:
- The airline’s cabin crew undergoes extensive training (lasting around four months), which includes cultural sensitivity, wine appreciation and etiquette.
- Average aircraft age of just seven years.
- Has won the Skytrax Best Airline award five times.
“These airlines have demonstrated resilience and commitment to customer satisfaction over the years. They’ve consistently invested in modern fleets, groundbreaking cabin designs, exceptional service, and sustainable practices. Flight Centre’s Travel Experts feel privileged to be able to connect our clients with these trusted air carriers that share our dedication to creating seamless journeys,” Machiri concludes.
