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 (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.
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Cabin Service
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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
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