Survey topics
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 (sample extracts 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.
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Additional Covid-19 Survey
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Information about airline COVID-19 safety measures
Social distancing at airport check-in
Hand sanitiser available at check-in
Check-in staff wearing PPE correctly
Social distancing at boarding gate area
Boarding efficiency / social distancing applied
Document handling by airline staff
Boarding gate staff wearing PPE correctly
Seat social distancing on quieter flights
Supply of sanitiser / disinfectant wipes
Visual cleanliness of seat area
Visual cleanliness of table / armrest
Visual cleanliness of IFE screen / controls
Staff advice on facemask usage / rules
Service systems for food & beverages
Cabin staff compliance with PPE usage
Washroom queue system / distancing
Staff handling of customer facemask non-compliance
Cabin staff control of deplaning process
Cabin Service-
Boarding assistance
Service friendliness / hospitality
Service attentiveness / efficiency
Staff language skills
Meal service efficiency
Cabin presence through flight
Cabin PA announcements
Cockpit PA information
Assisting families
Problem solving skills
Staff attitudes
Staff service consistency
Staff Grooming
Ground / Airport-
Airline website
Online booking
Online Check-in
Baggage / Carry-on policy
Airport ticketing
Check-in : waiting times
Check-in : service standards
Self Check-in
Pre-boarding procedures
Boarding efficiency
Airport staff: friendliness
Airport staff: efficiency
Airline Lounge : product facilities
Airline Lounge : staff efficiency
Airline Lounge : staff hospitality
Transfer services
Arrival services
Baggage delivery
Onboard Product-
Seat comfort
Cabin cleanliness
Toilet cleanliness
Cabin lighting / ambience
Cabin temperatures
Cabin comfort & amenities
Reading materials
Airline magazine
IFE screen & interface
Choice of AV programming
On demand AV options
Cabin Wi-Fi & connectivity
Quality of meals
Quantity of food
Selection of meals
Standard / choice of beverages
Selection of buy-onboard F&B
Prices of buy-onboard F&B
Value for Money
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