Japan Data

JAL and ANA Fly High for Their Customer Service in Airline Rankings


Japanese airlines are renowned worldwide for their hospitality and attentiveness toward passengers, but face plenty of competitors, particularly in Asia.

In the 2019 Airline Satisfaction Survey conducted by AB-Road Research Center of Japan, top place went to Singapore Airlines, followed in second place by All Nippon Airways. ANA also ranked third in Skytrax’s 2019 ranking for World’s Best Airline and Japan Airlines came in at eleventh place. The main factor for these high rankings was the customer service they provide.

2019 Airline Overall Rankings

AB-Road Survey   Skytrax Survey
Singapore Airlines 1 Qatar Airways
All Nippon Airways 2 Singapore Airlines
Japan Airlines 3 All Nippon Airways
Emirates 4 Cathay Pacific Airways
Air New Zealand 5 Emirates
Qatar Airways 6 EVA Air
Turkish Airlines 7 Hainan Airlines
Finnair 8 Qantas Airways
KLM Royal Dutch Airlines 9 Lufthansa
Thai Airways 10 Thai Airways
EVA Air 11 Japan Airlines
Qantas Airways 12 Garuda Indonesia
Lufthansa 13 Swiss International Air Lines
Cathay Pacific Airways 14 China Southern Airlines
Delta Air Lines 15 Austrian Airlines
Vanilla Air 16 Air New Zealand
Asiana Airlines 17 Bangkok Airways
China Airlines 18 KLM Royal Dutch Airlines
Air France 19 British Airways
American Airlines 20 AirAsia

Compiled by Nippon.com based on the AB-Road 2019 Airline Satisfaction Survey and the 2019 Skytrax World Airline Awards. Japanese airlines are highlighted in blue.

The AB-Road survey focused on the 40 most-used airlines and targeted 4,000 Japanese men and women aged 18 and over who travelled overseas in 2018. Emirates placed top for satisfaction in both the category for aircraft equipment and amenities, as well as the category for in-flight food and drink service. However, ANA and JAL were rated highly by passengers for their service by cabin crew and ground crew.

Among the written comments, one JAL passenger said that the crew regularly checked the cabin and brought drinks, even after the lights were turned down at night. An ANA passenger commented that with only a short time to transfer at the next airport, the staff kindly provided guidance to the priority procedure gate.

It is natural that Japanese citizens rate their own country’s airlines highly as they feel more comfortable being able to communicate with the crew in Japanese. In contrast, the Skytrax survey covered 100 countries and more than 300 airline companies with 21 million responses, so it reflected the perspectives of passengers from many other countries too.

Even here though, ANA and JAL scored well for their cabin crew and ground crew services. Their attention to detail has helped to burnish the image of Japanese airline companies.

World’s Best Cabin Crew 2019 (Skytrax)

1 Singapore Airlines
2 Garuda Indonesia
3 All Nippon Airways
4 Thai Airways
5 EVA Air
6 Cathay Pacific
7 Hainan Airlines
8 Japan Airlines
9 Qatar Airways
10 China Airlines

Compiled by Nippon.com based on data from Skytrax.

World’s Best Airport Services 2019 (Skytrax)

1 All Nippon Airways
2 Thai Airways
3 Japan Airlines
4 EVA Air
5 China Airlines
6 Singapore Airlines
7 Cathay Pacific Airways
8 Garuda Indonesia
8 Asiana Airlines
10 Hainan Airlines

Compiled by Nippon.com based on data from Skytrax.

Asian airlines overall received high evaluations in both surveys. Japan is proud of its hospitality, but it faces a lot of competition in the region.

(Translated from Japanese. Banner photo © Jiji.)

hospitality airlines