2017 Airline and Hotel of the Year Winners Revealed

To truly stand out in any industry, consistent excellence is required. For the seventh consecutive year, Global Traveler recognizes companies that achieve and exceed high standards in travel by naming an Airline of the Year and a Hotel of the Year. The 2017 honorees exemplify that standard: American Airlines, Airline of the Year, and Lotte Hotels & Resorts, Hotel of the Year.

A select panel of Global Traveler staff and Advisory Board members selected the winners based on firsthand experience and independent research, considering financial performance, occupancy and load factors, on-time records, safety statistics, brand image, onboard menus and other elements that define an outstanding travel experience. These two organizations were chosen for their consistent delivery of efficiency, innovation and exceptional service. Here are the highlights from each winner.

AMERICAN AIRLINES
AIRLINE OF THE YEAR 2017

Founded as American Airways in 1926, American Airlines has grown over nine decades into the world’s largest commercial fleet. The carrier operates nearly 6,700 daily flights across almost 350 destinations in more than 50 countries through American Airlines, American Eagle and its oneworld alliance partners.

Focusing on business travelers and frequent flyers, American offers a multitier AAdvantage loyalty program, premium business-class seating and a dedicated Shuttle service linking New York LaGuardia, Boston Logan and Washington Reagan National with expedited check-in, dedicated departure gates and baggage handling.

Building on product and route enhancements, American introduced basic-economy fares to expand price options and continued to grow its domestic and international network with new seasonal and year-round routes. Looking ahead, the airline planned expanded service connecting Philadelphia with several Midwest and Texas cities, and new transatlantic and European routes from its U.S. hubs.

American is also a leader in airport and security innovations. It partnered with TSA to pilot a computed tomography scanner at Phoenix Sky Harbor for carry-on screening—the first deployment of CT technology for that purpose—and expanded automated screening lanes in major airports to improve security throughput and reduce wait times.

Onboard comfort received attention as well: a partnership with sleep brand Casper introduced enhanced sleep amenities for long-haul international and transcontinental first, business and premium economy customers, improving rest on overnight journeys.

Other customer-facing improvements included a Customer Baggage Notification service that alerts travelers when checked bags do not arrive on the same flight and provides clear next steps for resolution. American also expanded complimentary meal service in the main cabin on its Airbus A321 transcontinental routes between Los Angeles or San Francisco and New York, and continues to offer a large inflight entertainment library across its fleet.

Operationally, the airline consolidated services at New York’s LaGuardia Airport into a single terminal to simplify connections and reduce passenger hassle. Its Admirals Clubs at LaGuardia and more than 50 other airports worldwide offer travelers lounges with complimentary food and beverages, travel assistance, shower suites, conference rooms and business centers.

Recognized as a Full-Service Airline Brand of the Year in the Harris Poll and by Air Transport World, American Airlines’ achievements in 2017 reflect a sustained commitment to service, innovation and passenger experience.

LOTTE HOTELS & RESORTS
HOTEL OF THE YEAR 2017

Since opening its first property in 1973, Lotte Hotels & Resorts has grown into Korea’s largest hotel group and now operates a collection of 25 luxury properties worldwide. The brand earned Global Traveler’s 2017 Hotel of the Year distinction for delivering refined service, thoughtfully designed facilities and memorable guest experiences across its portfolio.

Beyond Korea, Lotte runs properties in Russia, Uzbekistan, Vietnam, Myanmar and the United States, offering guests polished service, modern accommodations and world-class dining and amenities. The Lotte name draws inspiration from Charlotte in Goethe’s The Sorrows of Young Werther; the brand’s mission emphasizes touching guests’ hearts and exceeding expectations.

Lotte’s portfolio is organized into four distinct brands to suit different traveler needs. Signiel represents ultra-luxury, Lotte Hotels cover upscale full-service properties, Lotte City Hotels serve the business traveler with practical comforts and convenient locations, and L7 focuses on modern, lifestyle-oriented hotels in energetic urban neighborhoods.

Signiel Seoul, located in the Lotte World Tower, showcases panoramic city views, dining by Michelin-starred chef Yannick Alléno and the Evian Spa. The chain’s upscale properties provide elegant rooms, diverse dining and meeting facilities, fitness centers and business services. Lotte City Hotels offer modern, functional rooms and public spaces in prime urban locations, while L7 properties bring contemporary design and lifestyle amenities such as travel concierges and spa services tailored to the modern traveler.

Lotte’s Privilege Rewards Program allows members to earn points across all brands, redeemable for rooms, dining and purchases at duty-free shops. Each property emphasizes a unique character and local touches to create memorable stays.

Highlights from Lotte’s portfolio include the 909-room Lotte New York Palace, which completed a $140 million redesign and offers striking views, spacious rooms and several notable restaurants and bars. Lotte Hotel Seoul hosts the two-Michelin-starred Pierre Gagnaire à Seoul; Lotte Hotel Guam overlooks Tumon Bay; and Lotte Hotel Hanoi features Tim Ho Wan, the first Michelin-starred dim sum restaurant in Vietnam.

Lotte properties also focus on thoughtful guest services: Lotte Hotel Busan’s Mugunghwa restaurant received Muslim-friendly certification for halal ingredients; Lotte Hotel Seoul offers personalized health and lifestyle counseling at SULWHASOO Spa; and Lotte Hotel St. Petersburg highlights local history and culture for arriving guests.

2017 was a year of expansion for Lotte. Lotte Resort Sokcho opened on Korea’s east coast with premium facilities including an infinity pool and a large water park. Lotte Hotel Yangon opened in a central location near Inya Lake and Shwedagon Pagoda, and Lotte Hotel St. Petersburg debuted on St. Isaac’s Square, offering proximity to major cultural landmarks.

Additional properties planned or recently opened include the Lotte Arai Resort in Japan and the L7 Gangnam in Korea, continuing the brand’s global growth and commitment to hospitality that goes beyond conventional expectations.