Qantas rebounds to 14th best airline after scandals and recovery efforts

In 2025, Skytrax released its annual list of the best airlines in the world, which saw Qantas, Australia's flagship carrier, recover from its worst-ever ranking. In 2024, Qantas had fallen to 24th place, a significant decline attributed to several controversies, including the illegal sacking of baggage handlers and misleading customers regarding canceled flights. Under new leadership, Qantas has implemented measures to improve customer experience and perceptions, resulting in a 10-spot increase in its ranking. Qatar Airways remained at the top, followed by Singapore Airlines and Cathay Pacific, impacting competition in the domestic market. The drastic performance drop of Qantas can be traced back to scandals that damaged its reputation and led to widespread customer dissatisfaction. Actions taken during the pandemic, including the dismissal of over 1,800 baggage handlers, prompted a federal court fine and a massive compensation payout. This tarnished Qantas's image, which had to work hard to regain customer trust. The airline's new CEO, Vanessa Hudson, has focused on customer experience improvements as a core strategy to enhance overall service quality and rectify previous missteps. Skytrax's annual rankings are based on surveys from over 100 nationalities voting on their airline experiences. The 2025 results reflect Qantas's efforts to rebuild its reputation and improve customer satisfaction through upgrades to its fleet and airport lounges. Notably, the airline received accolades in the Australia/Pacific region for Best Economy Class, Best Cabin Crew, and Cleanest Airline, showcasing its commitment to enhancing service. Competitors like Virgin Australia have also seen shifts in market dynamics, bolstered by a partnership with Qatar Airways. This move could make Virgin Australia a more formidable competitor in international routes. With Qatar Airways' dominance and rewards in Skytrax’s rankings, Qantas acknowledges the competitive landscape. Going forward, sustaining the improved ranking will depend on continued investment in customer satisfaction strategies and mitigating the negative effects of past controversies.