Airs@t - Benchmark your service quality

Take a good look at how your competitors are doing

Airs@t is a passenger satisfaction benchmarking survey designed for airlines. Track and compare your customer satisfaction ratings with that of your competitors.  The in-depth research covers all travel service aspects of the pre-flight, in-flight and post-flight passenger travel experience. 

Knowing how you perform vs. your competitors, what passengers think and are willing to pay for is priceless.  How does your airline measure up?

Airs@t captures the complete travel experience across all customer touch-points in one survey.  All information comes straight from the source: the passengers.

• Get satisfaction benchmarks for 23 major airlines
• Glean information from  passengers travelling from 27 airports 
• Get feedback from over 40,000 passengers per year
• Receive survey details on more than 50 measured attributes

The Airs@t questionnaire is distributed to passengers flying on the following routes:

• Long haul flights between Europe, the Middle East and Asia
• Long haul transatlantic flights
• Long haul transpacific flights
• Short haul intra-Europe flights

 

The Airs@t Advantage - Meet your passengers’ needs and expectations

Gain a competitive edge and build customer loyalty

Superior service is a key differentiator in any market, especially in air transportation. Test how you rate against major airlines and understand what it takes to be the best!

From reservation and check-in procedures to in-flight services and baggage delivery, use Airs@t to get a true picture of your strengths and weaknesses.Gain an in-depth understanding of the competitive threats to your airline and the opportunities you have to improve customer loyalty.

• Benchmark specific routes to pinpoint improvement opportunities
• Evaluate the effects of service changes to your competitive position
• Offer the right services to your clients before opening new routes
• Learn which factors have an  immediate, positive impact on your performance
• Know more about your customers’ needs and expectations
• Get an early reading on the introduction of new services
• Assess existing services
• Communicate improvement targets effectively to your line managers
• Monitor competitor performance
• Fine-tune your service to boost passenger satisfaction
• Spot opportunities for new revenues 

The Airs@t Report  - The must-have reference tool for smart business

How does your airline measure up?

Get reports, analysis, charts and ratings covering every customer service touch-point

• Reservations: 5 attributes, e.g. customer wait time before being served
• Website: 4 attributes, e.g. ease of booking
• Check-In: 7 attributes, e.g. queuing time
• Lounge: 4 attributes, e.g. comfort
• Boarding: 5 attributes, e.g. helpful and courteous gate staff
• Cabin: 8 attributes, e.g. condition of interior
• Seat: 7 attributes, e.g. leg room
• Cabin crew: 7 attributes, e.g. responsiveness
• In-Fight Entertainment: 11 attributes, e.g. selection of movies
• Food & Beverage: 5 attributes, e.g. selection of meals
• Arrival: 5 attributes, e.g. speed of luggage delivery
• Socio demographics and flying patterns: 8 attributes, e.g. gender, age and reason for travel
• FFP: 4 attributes, e.g. overall rating of FFP
• Asymmetry analysis: the key attributes that most impact passenger satisfaction
• Management Summary: overall indicators (KPIs) covering 5 attributes, e.g. overall passenger satisfaction and repurchase intention
 

With Airs@t you have the option of viewing your reports online via a powerful web tool or creating your own reports via download flat files.

Dare to compare and act with confidence?

For more information please contact: businessinsight@iata.org