AirHelp Score 2022: Canadian airports have room for improvement

• AirHelp, the world's largest air passenger rights organization, publishes the annual AirHelp Score, which ranks airports and airlines

• Montréal—Pierre Elliott Trudeau International Airport comes 145th and Toronto Pearson International Airport 151st out of 151 airports ranked

• United Airlines and American Airlines feature in top 10 airlines, Air Canada comes in 56th place

Toronto, December 12, 2022 – After a two-year COVID-19 break, AirHelp (www.airhelp.com), the world's largest air passenger rights organization, has rated all airports and airlines around the world in the comprehensive AirHelp Score. Five Canadian airports appear in the ranking, but none made it any higher than 90th position in the list of 151 airports, and Air Canada came 56th out of 64 airlines. 

How Canada fares in the ranking

For the AirHelp Score, airports were evaluated in the categories of punctuality, customer opinions and food and stores. With an overall score of 7.41 points, Billy Bishop Toronto City Airport is the first Canadian entry in the ranking, appearing in 90th place. The airport scored highest on food and shops (8.12), next came customer opinion (7.88),  and the lowest score was given to on-time performance (7.02). 

Calgary International Airport is Canada’s second-best airport at 110th place. Food and shops was the airport’s strongest score point (7.82), followed closely by customer opinion (7.76) and on-time performance (6.81), giving it the overall score of 7.20. Vancouver International Airport comes in at 123rd with an overall score of 7.04. 

Two Canadian airports feature at the bottom of the ranking; Montréal-Pierre Elliott Trudeau International Airport at 145th, and Toronto Pearson International Airport comes  in 151st place, the lowest-ranked airport in the score. In both cases, their ranking was affected by poor on-time performance scores.

USA airlines rank highly

While serial winner Qatar Airways secures the top spot of the airlines score for the 8th time, USA airlines are also doing well. Of the airlines that regularly fly in Canada, the top 3 are based in the USA; United Airlines, American Airlines and Delta Air Lines. 

United and American also feature in the global top 10, coming in 2nd and 8th place respectively. 

Airlines were evaluated in the score on their on-time performance, customer opinion, and claim performance, which indicates how co-operative the airline is when it comes to compensating their passengers affected by major travel disruptions like delays and cancellations. 

Of Canada-based airlines, Westjet ranks highest, 30th in the global ranking, with their highest score for customer opinion (7.86). Air Transat rated 43rd with 6.42 overall, while despite a very high score for customer opinion, Air Canada came 56th with an overall score of 5.68.

Tomasz Pawliszyn, CEO of AirHelp, explains: "Our goal at AirHelp is not only to educate passengers about their rights and help them enforce them in the event of delays and cancellations. But rather, we want to ensure that passengers have an  all-round satisfying flight experience. AirHelp has one of the most reliable and accurate collections of flight data in the world. This allows us to provide holiday makers and business travelers with an in-depth look at how airlines and airports are performing. At the same time, the AirHelp Score is a useful tool for companies to assess their position and identify areas for improvement, as it is the passengers’ experience that is the most important here." 

About the AirHelp Score

The AirHelp Score is a ranking of the best and worst airlines and airports in the world. AirHelp has been publishing the AirHelp Score since 2015 (with a break during the pandemic) to help passengers better plan their flights. The Score allows passengers to see what treatment they can expect from airlines and airports based on data. To calculate the AirHelp Score, multiple data sources and factors are combined to give passengers a comprehensive picture of how an airline or airport is performing. The airline score is based on three factors: on-time performance, customer opinions and complaint handling. These are weighted equally. The rating of airports is also based on three factors: punctuality, customer opinions, and food and business. Here, punctuality is the biggest factor at 60 percent. To determine the results, data from January 1 to October 31 was analyzed and passengers were asked about their most recently used airlines and airports.

About AirHelp

AirHelp is the world's largest air passenger rights organization. Since its founding in 2013, the company has helped travelers enforce compensation for delayed or canceled flights, as well as in the event of denied boarding. In addition, AirHelp takes legal and political action to further strengthen the rights of air passengers worldwide. More information about AirHelp can be found at: https://www.airhelp.com/en-ca/