How well-positioned are Europe’s airlines in the digital realm? The new Airline Benchmark 2026 from team neusta and NetFederation provides a clear answer: Lufthansa tops the rankings, but the industry still has significant ground to make up when it comes to AI, accessibility, and transparency.
The study examines 30 European airlines based on 135 criteria across the areas of corporate insight, visibility & AI readiness, and service & usability. The evaluation is based on a systematic analysis of digital platforms in the third and fourth quarters of 2025.
With 846 out of 1,000 points, Lufthansa once again takes first place, followed by TUI fly, Norwegian, and Iberia. While some airlines are consistently further developing their digital platforms, there is still much to be done, particularly in strategically important future-oriented fields.
This is particularly evident in the area of artificial intelligence: only a few airlines actively use AI to enhance the customer experience, for example through chatbots or intelligent search. There is also a significant gap between aspirations and implementation when it comes to sustainability and transparency—for instance, when climate targets are communicated but concrete data on the fleet or digital infrastructure is missing.
Another key finding concerns digital accessibility. Many airline websites do not yet meet basic requirements, even though this is crucial for a user-friendly and future-proof digital experience. The benchmark thus not only shows where airlines stand today but also where the greatest opportunities for development lie.
The full study is available for free download here: www.airline-benchmark.de Simply enter your email address.
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