World's Best Airlines 2011

Find out which airlines earn high marks with passengers, and which don’t.

Tired fliers often think about how nice it would be to stretch out across a whole row of economy-class seats and take a nap. But let’s face it: airline seats were simply not designed for napping. That is, until Air New Zealand introduced its "Sky Couch," with flip-up seats created for just that purpose.

Comforts like these are just one reason ANZ was voted the No. 4 World’s Best Airline in our annual World’s Best Awards, where our readers ranked 76 airlines based on cabin comfort, in-flight service, customer service, value, and food.

So which airlines came out on top? International airlines virtually own the top 20 World’s Best Airlines; only two U.S. carriers made the list. Asian and Middle Eastern carriers dominate the top 10, with scores that are remarkably consistent from year to year, such as this year’s No. 3-ranked Etihad Airways, a United Arab Emirates-based carrier.

One thing is clear: the quest by the top-ranked airlines to become even better is raising the stakes. The leading carriers are vying to upgrade seating in every class—so-called thin seats in economy that allow everyone to recline without disturbing neighbors are all the rage among Asian carriers. For example, Korean Air, which ranks No. 9, earned points for its ergo-friendly “slim seats.”

The smartest airlines are also adding faster on-board Wi-Fi as well as charging stations with USB ports at every seat. Even food choices are getting better, with celebrity chefs and sommeliers hired to raise the standards. Chances are Swiss Airlines’ fine wines, cheese, and chocolates—all from Switzerland—had something to do with its No. 18 ranking.

But ultimately, it’s service that makes—or breaks—an airline’s ranking. Great on-the-ground customer service is vital to a high ranking. But even more important—and more highly weighted—is in-flight service. After all, you probably won’t remember a cramped coach seat, but you’ll definitely remember (and possibly complain about) a rude flight attendant.

So check out the World’s Best Airlines, and turn your next flight into an opportunity for a comfortable nap. —Everett Potter

In every category of our awards, Singapore Airlines consistently outpaces the pack. Even though its scores went down—slightly—since 2010, it still beats the competition, thanks to innovations such as in-flight Wi-Fi, entertainment systems that allow you to play your own video and audio through your iPod, and USB ports for all passengers. But it’s the famous in-flight service—credit the legendary Singapore Girl in her sarong designed by Parisian couturier Pierre Balmain—that still keeps the rest of the pack at bay. —Everett Potter

Ranked No. 2 as it was in 2010, the airline has improved its scores and even taken on a better reputation for value and food, while steadfastly maintaining its reliability for both in-flight service and customer service. Its reputation as an innovator—it pioneered laptop Wi-Fi in 2004 and mobile phones back in 2008—is another reason it remains one of our readers’ favorites. —Everett Potter

High marks all around, but the second highest scores for in-flight service are the hallmarks of this flag carrier of the United Arab Emirates. On-board comforts include Cradle Recline seats in economy class, for a seat pitch of 32 to 34 inches. Apart from 600 hours of in-flight entertainment, you can charge and play your iPod and other devices through its E-BOX System. —Everett Potter

Improved cabin comfort and an increase in value helped Air New Zealand climb up the ranks from seventh position in last year’s poll. Food, in-flight service, and customer service also went up, just enough to nudge the carrier into our top five category. The airline’s Skycouch—three economy seats that convert to a bed—must have helped the cabin comfort ranking. —Everett Potter

The highest-ranking domestic airline in our poll—and the only one in the top five—Virgin America scores impressively high marks with incremental improvements in every category. In other words, the airline founded on Virgin Atlantic’s formula for service, innovation, and attitude just keeps on getting better. The combination of low fares and tech improvements—it’s installing Lufthansa Systems’ BoardConnect to radically upgrade its Red entertainment system to enable you to use your own devices—keep it at the forefront. —Everett Potter

Close on the heels of its American offspring comes Sir Richard Branson’s flagship carrier, which pioneered cheek and style (not to mention seat-back video and amenity kits in every class) and gave the customers what they wanted (including pioneering economy plus). Fliers seem to like it, judging by the scores that have edged up in every category since last year. But since the other airlines did even better, it slipped from last year’s No. 4 position. —Everett Potter

Cathay has always played second fiddle to Singapore when it comes to Asia-based airlines, and despite incremental improvements in every category except food—down just a tad—it slipped down from last year’s No. 5 ranking. But a flight on Cathay remains a singular pleasure. The “fixed shell” economy seat means that no one can recline into your space (your seat reclines within your space). —Everett Potter

The carrier that used to exist in the shadow of Japan Air Lines (JAL) continues to move up the ranks from last year’s 11th position—and way ahead of JAL. Marked improvements in cabin comfort, in-flight service, customer service, and value helped. And that’s even before it has introduced such innovations as women’s-only bathrooms with Japanese-style bidet-toilets on the new Dreamliner 787. —Everett Potter

Korean Air edged up from tenth place last year, with readers giving it slightly better scores in every category. Noteworthy are the ergonomically designed “slim seats” in economy with 34-inch pitch, not to mention the USB ports and chargers at every seat. The menus—Chinese, Korean, Japanese, and Western are standard on every flight—have also improved. —Everett Potter

While Thai Airways improved in every category, other airlines did more. Hence the fall from last year’s No. 8 position. But it did rank higher with customer and in-flight service, as well as food. After all, this carrier takes care of kids, with free toys, games, and books, and offers private Premium Economy cabins with 42-inch pitch seats with 122 degrees of recline. It’s just that the other guys pushed the envelope a bit further. —Everett Potter

Qatar suffered a fall from grace, after last year’s No. 3 ranking. Readers were not as happy with the airline’s cabin comfort, nor its in-flight service and customer service. Even its food was regarded as slipping in quality. Sure, it has touch screens with 150 movies and 500 music channels, 50 interactive video games for kids, and connectivity for all but calls for your smartphone. But the Doha-based carrier clearly has some catching up to do. —Everett Potter

Kudos to Finnair for showing the biggest improvement of any airline in the top 20. Vaulting from last year’s position at No. 28, it ratcheted up both its in-flight service and customer service. Cabin amenities, such as economy seats with a 32-inch pitch and lie-flat business class seats, also helped. But value and food were also radically improved, according to our readers, and that propelled this airline right up the ranks to the edge of the top 10. —Everett Potter

How did this airline slip from a No. 6 ranking last year? It fell short of its previous marks in every category, but especially in customer service. In our poll, that’s always a reason for a downgrade. Yes, its economy seats can have as much as 34-inch seat pitch, while the OZ Quadra Smartium seat in business is a self-contained lie-flat pod. Still, only Asiana’s food got somewhat higher marks this year. —Everett Potter

Call it the little airline that could. While it dropped from last year’s No. 12 ranking, the airline actually improved or held steady in all categories except food. There are little niceties—the amenities kit in economy, the gardenias they give you on boarding—and larger ones, like a new fleet of Airbuses. Year after year, Air Tahiti Nui offers one of the most consistent flying experiences. —Everett Potter

JAL was ranked No. 14 last year even thought its scores are better this year. The single exception was food, which readers said had gone down a bit in quality. Still, its biggest improvement was in customer service. And the JAL Sky Shell Seat, which ensures that no one reclines into your personal space, helped boost its cabin comfort scores. —Everett Potter

The second highest domestic airline in our poll, JetBlue continues to steadily improve across the board. The standard 34-inch seat pitch helps. Even its food, which is not exactly a standout on domestic carriers, got higher marks. Must be those Terra Chips. —Everett Potter

Close to where it was last year—it ranked 16 in 2010—Qantas proved that it was better in every category. The exception was a slight downward tick in customer service. But the Australian carrier’s scores have steadily risen with each passing year, and designer Mark Newsom’s on-board innovations—like a mini hammock for your feet in economy class—keep the cabin comfort ratings on the upswing. —Everett Potter

The Swiss are nothing if not consistent and reliable, and thus they remain at the No. 18 ranking from last year. Those Swiss wines, cheese, and chocolates in economy, along with a 32-inch pitch seat? They’re still there. But what has changed are the scores—they’re all a bit better in every category. You’d expect nothing less from the Swiss. —Everett Potter

The Germans held fast at the No. 19 position. But the airline improved in every category this past year, with noteworthy rises in customer service and in-flight service. The Recaro-designed economy-class seats that offer greater legroom gave it a leg up, so to speak, in cabin comfort. —Everett Potter

The second rising star in the T+L poll, THY Turkish Airlines took a quantum leap from 2010’s ranking of No. 33 and got into our top 20. The airline made it into the big leagues with radical and lasting improvements in every category. Noteworthy is the 46-inch pitch premium economy seat, rivaling business class on other airlines. The most impressive changes were in food, customer service, and cabin comfort. —Everett Potter

Jumping up almost two points since last year’s survey, this South American airline is meeting travelers' expectations to keep comfortable while flying and get impeccable service from the crew (both were top-ranking categories). —Joshua Pramis

Customer service and great value are where it's at for this Canada-based airline, whose total score climbed an impressive five points over the last year. We can't help but wonder how high it would rank if it improved its food options, by far the lowest-rated category of them all. —Joshua Pramis

Not only can passengers expect a pleasant experience while ordering tickets—customer service scored top notch—but once they board their plane, that same good service will continue coming their way, thanks to the super friendly and attentive flight crew. —Joshua Pramis

Though of all of its scores dropped from last year’s rankings, this Taiwanese airline remains best known for its cabin comforts. Even economy class fliers get shape-memory seats with ergonomically designed cushions—which is key for long-haul flights to and from Asia. —Lyndsey Matthews

Improvements in all categories helped boost Southwest in the rankings, but readers love it most for its value: great deals on flights and a Bags Fly Free policy. —Lyndsey Matthews

Fiji’s international airline received high rankings for its in-flight service and customer service, which means fliers are starting to relax before they even arrive at their South Pacific beach destination. —Lyndsey Matthews

Amman-based airline Royal Jordanian got highest marks for its in-flight service and food; readers felt the airline had made big improvements in both areas since 2010. Things are looking up indeed for the airline, whose overall score rose dramatically from last year’s. —Kate Appleton

Readers appreciate the service they get from KLM staff when en route to one of its 150-plus destinations—and when they need to contact customer service. The airline has been sprucing up its menus with the help of acclaimed Dutch restaurateurs Jonnie and Thérese Boer, and readers noticed, rating the food two points higher than last year. —Kate Appleton

While readers gave SAS its lowest marks in the value department, the airline is a member of the Star Alliance, so at least you can accrue miles towards a future trip. Plus there’s the quality in-flight service, which saw an uptick from last year’s score. —Kate Appleton

El Al may be known best for its vigilant, cutting-edge security measures. But the airline is also attentive to its in-flight service, scoring the most points in that category. Readers felt the biggest room for improvement was in cabin comfort. —Kate Appleton