Israeli carrier El Al has been recognized for the fifth consecutive year with a five-star APEX rating for service excellence in passenger experience. For the first time in its history, the airline also entered the top 25 global airlines in APEX’s passenger experience rankings.
APEX (Airline Passenger Experience Association) is a leading global nonprofit in aviation, analyzing millions of passenger reviews from over 600 airlines worldwide. Evaluations cover five key areas: crew service, food and beverage, in-flight entertainment, seat comfort, and Wi-Fi services. Of the hundreds of airlines assessed, fewer than 7%—around 40 companies—earned a five-star rating.
Oren Cohen-Botansky, El Al’s vice president of customer and service, said, “El Al’s first-time entry into the elite top 25 airlines worldwide is proof of our ongoing service improvements, aligned with our long-term strategic plan. Despite the challenges of the war, which impact occupancy rates, El Al continues to progress.”
CEO Dina Ben Tal Gananci added during a panel with APEX leadership, “Safety and security are our top priorities, but passengers also want warmth and care. Our crews are more than service providers—they are sometimes caregivers and a shoulder to lean on. A sense of trust and protection is part of the experience, but it doesn’t replace a smile or good service.”
It’s important to distinguish between APEX rankings. The organization’s most prestigious award, the APEX World Class Award, includes only 10 airlines worldwide and evaluates not just passenger experience, but also safety, sustainability, and technological innovation. Despite its achievements in passenger experience, El Al did not make this elite list this year.
Recognition among APEX’s top-rated airlines is uncommon for El Al in recent years. In June, Skytrax—the so-called “Oscars of aviation”—ranked the airline outside the top 100. Similarly, AirlineRatings did not include El Al among the top 100. The industry now watches to see if the carrier can surprise again in the 2026 rankings.