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Airs@t - Benchmark your service quality

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

Providing detailed analysis on strengths and weaknesses of each airline and identifying key focus areas for improvement, Airs@t acts as a strategic decision making support tool for airlines.

  •  Strive for the best. See how your airlines is performing against the market.
  • Capitalize on survey results. Explore the key focus areas, which will bring you the highest Return on Investment.
  • Focus on call-to-action items. With more than 70 travel attributes Airs@t will give you detailed answers you are loooking for.

The Airs@t Forum

Join other Market Research and Customer Insights representatives from global Airlines at this year's annual Forum and benefit from this knowledge sharing and networking experience.

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Highest Quality Benchmark

Knowing how you perform vs. your competitors, what passengers think and are willing to pay for is priceless. 

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

  • Global coverage - travellers are surveyed on 5 global routes
  • Based on feedback from over 62,000 passengers per year
  • Benchmark providing satisfaction measures for 30 major airlines
  • Measures passenger satisfaction on over 70 detailed travel attributes
  • With random selection of the passengers, Airs@t ensures high level benchmark capabilities.

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
  • Long haul transamerican flights
  • Short haul intra-Europe flights

The Airs@t Advantage

Superior service and product offering is a key differentiator in any market, especially in air transportation. Test how you rate against major airlines and understand what it takes to meet your passengers’ needs and expectations.

From check-in and boarding 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.

Gain a competitive edge and build customer loyalty

  • Benchmark specific routes to pinpoint improvement opportunities
  • Monitor trends and 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 product and service offering
  • 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 

How does your airline measure up?

Get reports, analysis, charts and ratings covering detailed customer service touch point and product offering features.

  • Website: 4 attributes, e.g. ease of booking
  • Check-In: 6 attributes, e.g. queuing time
  • Lounge: 7 attributes, e.g. comfort
  • Boarding: 4 attributes, e.g. helpful and courteous gate staff
  • Cabin: 7 attributes, e.g. condition of interior
  • Seat: 6 attributes, e.g. leg room
  • Cabin crew: 7 attributes, e.g. responsiveness
  • In-Fight Entertainment: 11 attributes, e.g. selection of movies
  • Food & Beverage: 7 attributes, e.g. selection of meals
  • Arrival: 3 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
  • Management Summary: overall indicators (KPIs) covering 5 attributes, e.g. overall passenger satisfaction and repurchase intention

​​​​Airs@t helps you to categorize attributes according to their importance and urgency, guiding you on how to improve your airline's overall satisfaction scores.

 

Dare to compare and act with confidence?

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