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.