App Store ratings show that airline apps are actually improving

Airlines may have been receiving an outsized number of traveler complaints over the past year, but one area that's seen steady improvement is the ratings of branded airline apps on the App Store.

In an analysis of 12 major European airlines by airline e-commerce company flexresponsive, the average rating between January 2014 and October 2015 across both the Google Play Store and the Apple App Store increased from 3.2 to 3.6 out of 5. The chart below shows how this performance accelerated starting in 2015, likely mirrored by a renewed commitment to full-featured apps by the major carriers focusing more on personalization and overall utility for the traveler.

The analysis looked at 30,000 ratings on Apple's platform and 20,000 on Android. Interestingly, ratings on the Android operating system are generally higher overall than those from iOS.

However, all airlines did not perform comparably. Some of the low-cost carriers actually delivered above-average ratings, pointing to a fundamental understanding of how their passengers want to use the app. As far as the top rated airlines in Europe, two legacy carriers — SAS and BA – come out on top, followed closely by airberlin and easyJet.

The digital teams at airlines don't have an easy job, as apps must be useful to all different kinds of passengers. But as these apps start to become the central nervous system for any journey, from airport directions to pre-ordering food, airlines have an opportunity to revolutionize the passenger experience with thoughtful, reliable apps that really make a difference. Just go for it!