Emirates Airline and Etihad Airways have outperformed their rivals British Airways, Air France and Qatar Airways in a service quality benchmarking report.
However, the independent study, conducted by customer service consultancy firm Ethos Consultancy, did state that even though the Gulf-based carriers took top slot, the reports into both were “far from perfect”.
“Both Emirates and Etihad have performed very well and should be content with their service quality performance during a very busy period,” said Ethos director of marketing Barry Judge.
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“[However], there is certainly room for improvement and consistency moving forward.”
The study judged seven international airlines operating in the Middle East market against a list of service quality criteria that took into account customer satisfaction at all key customer touch points throughout a typical flight experience.
These included the flight booking, check-in, baggage drop, boarding, plane conditions, in-flight services such as food and beverage, entertainment and shopping, right through to disembarkation and final baggage claim.
With only 0.8% difference between the two UAE airlines, Emirates narrowly beat Etihad taking top slot with an overall score of 92.3%, with Etihad scoring 91.5%.
Swiss Air came in third with 86.6%, BA placed fourth with 84.3%, Virgin Atlantic placed fifth with 79.8%, followed by Air France at 72.3% and finally Qatar Airways coming in last with 71.5%.
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