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Awards Methodology

Operating since 1999, the World Airline Survey and Awards is held in high esteem for clarity of process and independence, making it a most respected global airline passenger study. The customer voting processes and awards results analysis were independently assessed in 2015 and noted to be fully compliant, transparent and independent. As the world’s largest, annual airline passenger satisfaction survey, the study is not restricted to member airlines or a pre-selected choice of airline, and any airline in the world can be nominated. The core focus of the survey is for customers to make their own, personal choices as to which airline they consider to be the best, underlining the brand as the Passenger's Choice Awards.
Survey and Awards Methodology
SURVEY DATES
The survey was conducted from August 2016 to May 2017.

SURVEY HOSTING
The online survey was hosted at www.worldairlinesurvey.com

SURVEY SCREENING
All entries are screened to identify each IP / user information, with duplicate or ineligible entries deleted.

RESPONDENT NATIONALITIES
A total of 105 customer nationalities participated in the survey.

SURVEY INVITATIONS
Previous survey users were invited to participate (24 million pax database).

SURVEY COSTS
The costs of operating the survey are paid entirely by Skytrax.
RESPONDENT NUMBERS
19.87 million eligible survey entries counted in the final results.

SURVEY LANGUAGES
Customer surveys were provided in English, Spanish and Chinese.

SURVEY PAYMENT
No payment or reward of any type is made to survey respondents, with all submissions on a voluntary basis.

AIRLINES COVERED
320 airlines are featured in the survey results.

AIRLINE PROMOTION
Airlines were able to invite customers to participate in the survey on a strictly voluntary basis.

AWARDS EVENT
Awards event has no charge for airlines to attend.
Customers nominated their favourite airline or airline they considered to be best, and ranked their satisfaction (1 to 5 scale) for aspects of the travel experience (see below), across both the airport and onboard environments. Data weighting was applied to provide equity when evaluating airlines of different size. Any weighting uses passenger numbers for airlines featured in the Survey.
Survey topics:
    GROUND / AIRPORT
  1. Airline website
  2. Online booking
  3. Online check-in
  4. Baggage / carry-on policy
  5. Airport ticketing
  6. Check-in : waiting times
  7. Check-in : service standards
  8. Self Check-in
  9. Pre-boarding procedures
  10. Boarding efficiency
  11. Airport staff: friendliness
  12. Airport staff: efficiency
  13. Airline Lounge : product facilities
  14. Airline Lounge : staff efficiency
  15. Airline Lounge : staff hospitality
  16. Transfer services
  17. Arrival services
  18. Baggage Delivery

  19. ONBOARD PRODUCT
  20. Seat comfort
  21. Cabin cleanliness
  22. Toilet cleanliness
  23. Cabin lighting / ambience
  24. Cabin temperatures
  25. Cabin comfort & amenities
  26. Reading materials
  27. Airline magazine
  28. IFE screen & interface
  29. Choice of AV programming
  30. On demand AV options
  31. Cabin WiFi & connectivity
  32. Quality of meals
  33. Quantity of food
  34. Selection of meals
  35. Standard / choice of beverages
  36. Selection of buy-onboard F&B
  37. Prices of buy-onboard F&B

  38. CABIN SERVICE
  39. Boarding assistance
  40. Service friendliness / hospitality
  41. Service attentiveness / efficiency
  42. Staff language skills
  43. Meal service efficiency
  44. Cabin presence thru flight
  45. Cabin PA announcements
  46. Cockpit PA information
  47. Assisting families
  48. Problem solving skills
  49. Staff attitudes
  50. Staff service consistency
  51. Staff Grooming






About the World Airline Awards

The airline survey and awards process is independent and impartial, introduced by Skytrax in 1999 to provide a customer satisfaction study that was global, reflecting the international scale of the airline industry. Travellers across the globe vote in the world’s largest airline passenger satisfaction survey to decide the award winners.

All costs for the project are paid by Skytrax, and airlines do not pay any type of survey entry / registration fee, or to attend the awards event. There are no charges for airline use of the award logos and results. Airlines can invite and encourage their customers to participate in the airline survey, but no element of financial or other inducement can be offered.

Why do Skytrax continue to deliver such a project without seeking to benefit financially? This relates back to the commitment made by Skytrax at launch in 1999 that for the survey to provide meaningful results it had to remain independent and impartial, and should not have any payment or sponsorship from within the airline industry.

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