Ethiopian airlines was ranked the 7th best airline in Africa by the World Airline Awards, at the 2012 World Airline Awards held at Farnborough Air Show. It was a very disappointing finish for Ethiopia’s flag carrier, which seems to struggle with providing the best customer service. South African Airways was named the best airline in Africa region for the second year in a row, it is the only 4-star airline in Africa.
Ethiopian is the fastest growing airline in Africa and one of the largest in the continent, but the airline lags behind its competitors in customer service. Kenyan Airways, one of its strong competitors, finished fourth. Qatar Airways is once again the world’s best airline and among a select few 5-star airlines in the world. All top 10 airlines in the world are based in Asia and the Middle East.
Ethiopian airlines need to vastly improve its service across all cabin travel types to become a 4-star airline. The award for the Best Airline Staff Service in Africa went to South African while Kenyan Airways finished third.
The World Airline Awards are the primary benchmarking tool for Passenger Satisfaction levels of airlines throughout the world, delivering a unique survey format based on analysis of business and leisure travellers, across all cabin travel types (First Class, Business Class, Premium Economy Class and Economy class passengers).
Air travellers were surveyed by telephone, questionnaires and online about their experiences with airlines on the ground and in the air during a 10-month period. The survey measured passenger satisfaction across more than 38 key performance indicators of airline front-line product and service, including check-in, boarding, onboard seat comfort, cabin cleanliness, food, beverages, in-flight entertainment and staff service. The Survey covered over 200 airlines, from the largest international airlines to smaller domestic carriers.