World airline survey
End-to-end experience analysis
The pre-flight experience
How easy was the booking experience? Were customers able to contact you with any questions before their flight? The pre-flight experience section of the survey covers:
- Airline Website UX
- Airline APP UX
- Information availability
- On-line check-in
- Contacting the Airline
- Cancellations
Elevate customer experience while navigating a new era in air travel.
The airport experience
What do customers think of the ckeck-in process? Were the CUSS machines easy to use? The airport experience section of the survey covers:
- Self-service check-in
- Check-in counter
- Bag drop
- Airline branding
- Staff service
- Queue management
Collect in-the-moment feedback from customers using QR codes or the carousel survey in the airport.
The inflight experience
Find out what customers think of the cabin staff service! How comfortable are the seats in Economy class? The inflight experience section of the survey covers:
- The boarding experience
- Seat comfort
- Ambience
- Staff service
- Onboard catering
- Inflight entertainment
Collect in-the-moment feedback from customers using static QR codes onboard your aircraft.
The post-flight experience
How easy was the baggage claim experience? What do customers think of your lost luggage service? How well were compensation claims handled? The post-flight experience section of the survey covers?
- Baggage reclaim
- Lost luggage
- Flight delays
- Staff service
- Refunds
Elevate customer experience while navigating a new era in air travel.
Customer insights
Analyse customer feedback, export data and view ratings covering customer service touch point and product offering features. Sentiment analysis and opinion mining can help identify trends, address potential pain points and predict and prevent customer dissatisfaction.
Background to the Skytrax survey
25+ years
The world airline survey has been operating for more than 25 years.
Open to all
Any airline can participate in the survey, free-of-charge.
Global
The world airline survey attracts respondents from around the globe.
Expertise
Written by aviation industry experts, with decades of experience.
What next?
If you would like more information about participating in the Skytrax World Airline Survey, please get in touch! If your airline already participates in the survey, please contact us to find out how you can analyse your customer feedback data.
