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The World Airline Awards methodology

Operating since 1999, the World Airline Survey is held in high esteem for clarity of process and principles of independence. No outside sponsorship, payment or external influence is applied to any part of the Survey, making it a most respected global airline passenger study providing the core voting data for the Awards. The Survey customer voting processes and Airline Awards results analysis were independently assessed in detail during 2015 and noted to be fully compliant.

The survey operated online between August 2015 and May 2016, with 19.2 million customer surveys completed, across a range of survey topics, resulting in the awards for Airline of the Year, together with regional and category Best Airline Awards, across different Survey Form entry options. The Survey covers full-service and low-cost airlines.  More than 104 different nationalities participated in the customer satisfaction survey, which covered over 280 airlines, from largest international airlines to smaller domestic carriers. The surveys measure standards across 41 key performance indicators of airline front-line product and service.

The survey is based on measuring customer satisfaction for the Passenger Experience, across both Airport and Onboard environments - including check-in to boarding, onboard seat comfort, cabin cleanliness, food, beverages, IFE, staff service and associated travel items. Data weighting is applied to provide nomination equity when evaluating airlines of different size. Data weighting uses passenger numbers for airlines featured in the Survey.  Survey responses are screened to identify and monitor ISP / user information and delete duplicate and multiple entries. No financial payment or other recompense is made to any survey interviewees, and the cost of the Survey is funded totally by Skytrax.

Product & Survey topics include:

GROUND / AIRPORT
Airline web site
Online Booking
Online check-in
Airport Ticket Counters
Waiting times at Check-in
Quality of Check-in service
Self Check-in
Boarding Procedures
Pre-boarding Procedures
Friendliness of Ground staff
Efficiency of Ground Staff
Airline Lounge Product facilities
Airline Lounge Staff Service efficiency
Airline Lounge Staff Hospitality
Transfer services
Arrival services
Baggage Delivery

ONBOARD : PRODUCT
Cabin Seat comfort
Cabin Cleanliness
Toilet Cleanliness
Cabin Lighting / Ambience
Cabin Temperatures
Cabin Comfort amenities
Reading Materials
Airline magazine
Inflight Entertainment
Audio / Movie programming
AVOD options
Cabin WiFi & Connectivity
Quality of Meals
Quantity of Food
Meal Choices
Selection of Drinks / Pay bar

ONBOARD : STAFF SERVICE
Assistance during Boarding
Friendliness & Hospitality
Service Attentiveness / Efficiency
Consistency of Service
Staff Language skills
Meal service efficiency
Cabin presence thru Flight
PA announcements
Assisting families
Problem solving Skills
Staff Attitudes
Staff Grooming
The Awards Event







The World Airline Awards

Skytrax World Airline Awards are coveted Quality accolades for the world airline industry. Travellers from across the globe take part each year in the world’s largest airline passenger satisfaction survey to decide the award winners. The World Airline Awards are a global benchmark of airline excellence, and widely known as the Passengers Choice awards.

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