Scott Kirby, CEO of United Airlines, argues that United is the world's best airline, a claim that rests primarily on technology rather than traditional measures of luxury or service.

Kirby acknowledges that Asian and Middle Eastern carriers outperform United on physical product and service quality. But he contends that United's technological advantages set it apart. He points to tools like AI-powered customer communication during disruptions. When United sent passengers radar maps explaining weather delays instead of standard delay notifications, Net Promoter Score swung from negative 60 to positive 60, a 120-point difference, according to Kirby.

Yet whether United deserves the "best airline" title depends on what matters most to each traveler. Route network shapes the answer. A traveler in Taipei faces different options than one in Chicago. Nonstop flights at convenient times can outweigh better seats reached through connections. United's network frequency gives it appeal for many travelers.

Reputation also diverges from actual product. Emirates' luxury image does not guarantee every passenger gets a first-class suite experience. Business class on older Boeing 777s may fall short of the halo effect. Singapore Airlines' service reputation masks passenger complaints about longhaul business class sleeping positions.

Technology does constitute service. A functioning app or clear delay explanation matters to passenger experience. US airlines, particularly United, lead in digital tools. Connectivity quality can determine whether a flight feels productive or frustrating. But this importance varies by passenger. Someone hoping to sleep may not care about Wi-Fi speed.

Economy cabins also matter. Some Asian carriers offer more appealing legroom, meals, and service than US counterparts. Ticket cost and baggage allowance influence value for families buying multiple seats. Tall passengers prioritize legroom over entertainment.

The best airline ultimately depends on individual needs, route preferences, and what each traveler values most.