Survey methodology for the "Passenger Choice Awards"
Operating since 1999, the World Airline Survey is held in high esteem for both the clarity of process, and rigorously applied rules of complete independence. Worldwide survey interviews totalled
17.94 million - with more than 100 different passenger nationalities participating.
No outside sponsorship or external influence is applied to any aspect of the Survey .... resulting in it being the most respected passenger survey of it's type in the world.
The survey was operated over a 10 month period (July 2009 to April 2010), during which time air travellers
completed a wide range of survey nominations - for the Airline of the Year title, together with regional and other award categories.
 Passenger Interviews completed online
Business Research Group / Travel Panel
Corporate Travel Questionnaire
Telephone Interviews
Selected Telephone Passenger Interviews
Product and Service factors ranked by customers in the survey included :
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GROUND / AIRPORT
Standard of Airline web site
Online Booking service
Online check-in services
Airport Ticket Counters
Waiting times at Check-in
Quality of Check-in service
Self Check-in options
Boarding Procedures
Pre-boarding for families
Friendliness of Ground staff
Efficiency of Ground Staff
Transfer services
Arrival services
Baggage Delivery
Handling Delays
ONBOARD : PRODUCT
Cabin Seat comfort
Cabin Cleanliness
Toilet Cleanliness
Cabin Lighting / Ambience
Cabin Temperatures
Cabin Comfort amenities
Reading Materials
Airline magazine
Inflight Entertainment standards
Audio / Movie programming
AVOD options
Quality of Meals
Quantity of Food served
Meal Choices
Selection of Drinks / Pay bar formats
ONBOARD : STAFF SERVICE
Assistance during Boarding
Friendliness of Staff
Service Attentiveness / Efficiency
Consistency of Service across different flights
Staff Language skills
Meal service efficiency
Availability thru Flight / Cabin presence
PA announcements
Assisting families with children
Problem solving Skills
General Staff Attitudes
Staff Grooming
Additional research included detailed back-up interviews amongst a representative sample of Survey
respondents. This research was to investigate respondent reasons for Best Airline nominations, and prime satisfaction drivers when using an airline.
Data weighting was applied to provide nomination equity when evaluating
airlines of different size. Data weighting used passenger numbers
for airlines featured in the Survey.
ONLINE VOTING & DISQUALIFICATION
All online Survey interviews are screened to identify and monitor ISP / user information and delete all duplicate / multiple entries.
The Skytrax poll-breaker program applies pattern-checking to all survey interviews. This identifies all nominations that follow similar rating patterns, or duplicating earlier
entries - especially important to ensure that virtual private network users cannot submit multiple or misleading entries.
The net result of the Skytrax "poll-breaker" program was that some 3.08 per cent of total responses were ruled ineligible in this 2009/2010 World Airline Survey, to ensure maximum accuracy of final results.
No financial payment was made to any survey interviewees, and the cost of the Survey is funded by Skytrax, with no third party financial sponsorship or support.
SURVEY INCENTIVE
A survey "prize incentive" was offered to respondents participating in this 2009/2010 World Airline Survey. A series of survey prizes were awarded
during the project. Survey prizes supplied by Skytrax, and no financial assistance or sponsorship is supplied by any airport or third party.
IMPORTANT NOTE
Skytrax
are unable to provide more information to general enquiries,
other than that supplied in these Survey pages.
Airline
of the Year Reports are available for purchase - containing Survey
methodology - Airline nominations - Airline ratings - consumer voting patterns and supportive data.
Ordering a Report
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