Air­lines sat­is­fy­ing fly­ers

Travel Daily - - Contents -

FULL ser­vice air­lines op­er­at­ing out of Sin­ga­pore’s Changi Air­port have seen their con­sumer sat­is­fac­tion rat­ing rise over the last 12 months, a re­port re­veals.

Data from the Sin­ga­pore Man­age­ment Univer­sity In­sti­tute of Ser­vice Ex­cel­lence found pas­sen­gers rated Sin­ga­pore Air­lines as the top car­rier, record­ing a sat­is­fac­tion rat­ing of 78.8 (up 0.7 on the 2018 score), ahead of Garuda In­done­sia (77.3 - up from 76.4), with the in­dus­try av­er­age rat­ing for full ser­vice air­lines at 75.3 (up from 74.5).

Qan­tas was ranked fifth by pas­sen­gers who took part in the In­sti­tute of Ser­vice Ex­cel­lence’s sur­vey, climb­ing al­most a full point to 74.8, be­hind Emi­rates (76.4) and Cathay Pa­cific (75.3).

While the full ser­vice car­ri­ers recorded im­proved cus­tomer sat­is­fac­tion scores across the board, Scoot’s three-point fall saw the bud­get air­line’s over­all per­for­mance fall from 73.1 in 2018 to 72.4.

How­ever, Qan­tas off­shoot, Jet­star Asia, saw an im­prove­ment in its pas­sen­ger sat­is­fac­tion score, hit­ting 73.1 (up from 72.4 in 2018), 0.1 points be­hind AirAsia, which jumped a full point to claim the top spot in the cat­e­gory.

Jet­star Asia CEO Bara Pa­su­pathi said the re­sults were a strong in­di­ca­tor that the air­line’s cus­tomer-fo­cus and in­vest­ment in in­no­va­tion was pay­ing-off.

“As a pi­o­neer in Changi Air­port for self-ser­vice check-in and bag drop since 2015, the cus­tomer sat­is­fac­tion in­dex for the air­line has im­proved year-on-year il­lus­trat­ing that our in­vest­ments in in­no­va­tion, up­skilling team ca­pa­bil­i­ties and cus­tomer en­gage­ment has re­duced queues... and cus­tomers are de­lighted,” he said.

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