AIRS@T IS M1ND-SET AND IATA´S LEADING BENCHMARK OF AIR PASSENGER SATISFACTION WORLDWIDE. IT IS BASED ON THE EXPERIENCES OF A FULLY REPRESENTATIVE SAMPLE OF 50,000 AIR PASSENGERS PER YEAR.

They are recruited at 27 airport departure gates located in Asia, Europe, the Middle East and North America. Passengers from each class of flight service are included and the survey is conducted equally across 27 major airlines.

Airs@t benchmarks the entire travel experience (from purchase to pre-boarding, and in-flight satisfaction) for over 50 service and product items, as follows:

Reservations: 5 attributes, e.g. reduced customer waiting time before being attended to

Website: 4 attributes, e.g. simplicity of reserving

Check-In: 7 attributes, e.g. shorter 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. adequate room

Cabin crew: 7 attributes, e.g. responsiveness, availability

In-Flight Entertainment: 11 attributes, e.g. selection of movies

Food & Beverage: 5 attributes, e.g. choice of meals

Arrival: 5 attributes, e.g. rapid luggage delivery

Socio-demographics and air travel patterns: 8 attributes, e.g. gender, age and motive for travel

FFP: 4 attributes, e.g. overall rating of FFP

Airs@t reports are inclusive of m1nd-set’s sophisticated analyses such as the Asymmetry of satisfaction to identify and prioritize key drivers.

They are divided amongst the following air-routes:

A slightly different methodology is used for US domestic flights.

available to airlines and other stakeholders within the travel industry

Airs@t data is available to all stakeholders within the travel industry who want to understand the needs, expectations and key drivers of passenger satisfaction. It is the most powerful benchmarking tool for airlines and companies providing services to airlines.

For more detailed information: www.m1nd-set.com/Airs@t