SkyTeam Alliance
SKYTEAM ALLIANCE
CUSTOMER SATISFACTION SURVEY
Results Report 2nd Semester 2008
April 2008 - September 2008
Contacts SKYTEAM :
Contacts TNS Sofres :
Charles HAGEMAN
 + 31-20 64 95519
Sophie GRIS
 + 33 1 41 56 75 52
Malcolm BROWN
 + 33 1 40 92 66 27
Emmanuelle DUPUIS
 + 33 1 40 92 66 28
Contents
Introduction
Methodology
Interpretation of the results
Executive Summary:
- Overall Findings with main indicators
-
Alliance awareness
Overall rating SkyTeam benefits
Detailed Elite / Elite Plus benefits
Detailed transfer items
Overall rating SkyTeam airline performances
Overall rating SkyTeam airline performances Booking/Reservation
Overall rating SkyTeam airline performances Airport
- Overall rating SkyTeam airline performances In-flight
- Conclusions
- Recommendations
Trends
Detailed Findings (Appendices):
Booking / reservation details
Airport experience details
In-flight experience details
Gap in customer satisfaction depending on the operating airline
2
Introduction
The survey’s objective is to track customer satisfaction in respect to the
benefits offered by SkyTeam.
• Changes since the previous semester
•
The main change to the barometer concerns the inclusion of 4 new Alliance members: China Southern, Air
Europa, Copa Airlines and Kenya Airways. This report presents the results for the summer semester 2008 for
the 14 airlines. Results are compared with the summer semester 2007 but only on the questionnaire base of
the same 10 airlines of each semester (excluding the questionnaires of the 4 new members).
•
The questionnaire has been updated to include the 4 new airlines (version 5) and at the same time some
minor word changes were made.
• Objectives
Track satisfaction among SkyTeam passengers with respect to
•
the general and Elite benefits offered by SkyTeam,
•
the service provided during their trip with a SkyTeam carrier (booking, airport, in-flight)
• Questionnaire Subjects
•
Flight and background information (date, flight number, travel class, travel reason, marketing and operating
airline, age, gender, FFP etc.).
•
Reservations (method used, rating on 5 phone reservation service aspects and 3 airline website aspects).
•
Airport services (check-in airport, check-in method, rating on 10 airport services aspects, lounge visit, rating on 6
lounge aspects, transfer airport and rating on 3 transfer aspects).
•
In-flight services (rating on 14 in-flight aspects)
•
Overall impression of all the ground and in-flight services
•
SkyTeam awareness
•
SkyTeam benefits (rating on 8 SkyTeam benefits)
•
SkyTeam Elite / Elite Plus benefits (rating on 5 Elite / Elite Plus benefits)
3
Methodology
A self-completion customer satisfaction tracking survey, bi-annual results
analysis
• Paper questionnaires, available in several languages, are distributed and collected by cabin crew to customers
aboard SkyTeam flights. Only flights between SkyTeam hubs are sampled.
• Each airline is responsible for organizing their questionnaire distribution and collection.
• Measurement is continuous throughout the year.
• All collected questionnaires are processed centrally in France, leading to the preparation of the semester survey
report. Semester results are normally available 6 to 7 weeks after the end of the previous Semester.
• The results are analyzed on the basis of the number of respondents to each question. Customers are invited to
express their satisfaction using a 5 point response scale. The results are presented showing the percentage of
customers for each satisfaction level, as well as in the form of a mean score out of 5.
• The raw data is weighted in order for the results to be representative of the seat capacity per airline between
SkyTeam hubs. On the following page the table presents the non-weighted and weighted summer semester 2008
sample. Due to the very big differences in the proportion of questionnaires per airline compared to the seat
capacity, we have fixed maximum and minimum limits of respectively 5.0 and 0.1 in the weighting calculation, in
order to avoid a too great distortion of the sample structure.
• In order to compare the 2008 and 2007 results on a like to like basis, we have applied a second weighting to the
2008 results for the questionnaires from the 10 airlines common to both years. In the trends chapter the overall
2008 results are not identical to the results in the rest of the report due to the application of this specific weighting
on a smaller sample size. However, the 2008 results are comparable to the 2007 results.
• All results in this report are based on weighted results.
4
Methodology
The weighting is based on seats capacity per airline between SkyTeam hubs
Weighting based on 14
companies applied to the
summer semester 2008 results
Weighting based on 10
companies applied to the
summer semester 2008 results
compared to 2007.
Non weighted
Percentage
base
Korean Air
4334
17%
Air France
958
4%
Northwest
2465
10%
Continental
548
2%
KLM
289
1%
Delta
236
1%
Alitalia
1091
4%
Czech Airlines
2028
8%
Aeroflot
1061
4%
Aeromexico
1402
6%
China Southern
2918
12%
Copa Airlines
307
1%
Air Europa
7285
29%
Kenya Airways
433
2%
TOTAL
25355
100%
Weighted
base
2584
4812
2508
2786
1393
1140
2710
2280
1140
253
1064
963
1393
329
25355
Non weighted
Percentage
base
4334
30%
958
7%
2465
17%
548
4%
289
2%
236
2%
1091
8%
2028
14%
1061
7%
1402
10%
14412
100%
Weighted
base
1355
3604
1326
2738
1441
749
1369
1211
331
288
14412
Korean Air
Air France
Northwest
Continental
KLM
Delta
Alitalia
Czech Airlines
Aeroflot
Aeromexico
TOTAL
Percentage
10%
19%
10%
11%
5%
4%
11%
9%
4%
1%
4%
4%
5%
1%
93%
Percentage
9%
25%
9%
19%
10%
5%
9%
8%
2%
2%
100%
Applied
Weight
0,60
5,02
1,02
5,08
4,82
4,83
2,48
1,12
1,07
0,18
0,36
3,14
0,19
0,76
1,00
Applied
Weight
0,31
3,76
0,54
5,00
4,99
3,17
1,25
0,60
0,31
0,21
1,00
5
Sample structure (Non-weighted base)
City pairs sampled by airlines
Aeromexico
Air France
Alitalia
SHORT HAUL
JFK-MEX : 235 CDG-PRG : 21 AMS-FCO : 36
AMS-PRG : 113 MEX-JFK : 21
NRT-ICN : 242 IAH-PTY : 34
AMS-FCO : 52
NRT-ICN : 250
NRT-ICN : 2
AMS-SVO : 40
CDG-AGP : 1101 JFK-PTY : 21
MEX-JFK : 224 CDG-FCO : 62
CDG-FCO : 38
CDG-PRG : 181
ICN-NRT : 288 EWR-PTY : 10
AMS-SVO : 9
ICN-NRT : 213
NRT-CAN : 300
CDG-SVO : 88
CDG-MAD : 8
MEX-LAX : 242 CDG-SVO : 44 PRG-FCO : 35
PRG-AMS : 133
NRT-GUM : 154
FCO-AMS : 21
DTW-MEX : 90
ICN-CAN : 153
PRG-SVO : 47
CDG-VLC : 298 LAX-PTY : 10
LAX-MEX : 208 PRG-CDG : 15 FCO-AMS : 26
PRG-CDG : 242
GUM-NRT : 171
MEX-DTW : 46
CAN-NRT : 385
FCO-SVO : 19
AGP-CDG : 1100 PTY-JFK : 25
PTY-IAH : 24
MEX-LAX : 2
CAN-ICN : 230
SVO-AMS : 68
MAD-CDG : 7
FCO-CDG : 43
TOTAL SH
909
216
Delta
Korean Air
FCO-CDG : 124 PRG-FCO : 260
SVO-CDG : 27 FCO-PRG : 88
AGP-CDG : 4
Czech Airlines
PRG-SVO : 230
Continental
KLM
Northwest
China Southern Kenya Airways
PTY-EWR : 8
Aeroflot
Air Europa
SVO-PRG : 151 VLC-CDG : 329
SVO-FCO : 79
SVO-FCO : 112 ORY-MAD : 660
SVO-PRG : 214
1606
21
530
401
82
601
1070
0
651
4114
LONG HAUL
CDG-MEX : 263 CDG-IAH : 121 EWR-FCO : 36
JFK-PRG : 198 CDG-JFK : 45
CDG-ICN : 295 AMS-IAH : 18
AMS-JFK : 15
AMS-MSP : 78
AMS-CAN : 438 AMS-NBO : 50
JFK-CDG : 1
PRG-JFK : 224 JFK-CDG : 36
ATL-ICN : 283 AMS-EWR : 19
AMS-NRT : 37
AMS-DTW : 74
CDG-CAN : 102 CDG-NBO : 309 NRT-SVO : 121 MAD-HAV : 535
CDG-ATL : 74
MEX-CDG : 229 CDG-JFK : 27
JFK-FCO : 79
FCO-EWR : 95
JFK-FCO : 17
JFK-ICN : 265 CDG-IAH : 10
AMS-ICN : 10
NRT-MSP : 200 LAX-CAN : 228
CDG-MEX : 55
FCO-JFK : 138
JFK-MXP : 51
PRG-ICN : 262 CDG-EWR : 14
AMS-MEX : 43
NRT-DTW : 224 CAN-AMS : 651 NBO-CDG : 20
IAH-CDG : 69
NBO-AMS : 54
JFK-SVO : 20
SVO-JFK : 115
PTY-MEX : 41
FCO-ICN : 187 IAH-CDG : 10
ATL-AMS : 12
NRT-LAX : 261
CAN-CDG : 160
HAV-MAD : 486
MXP-JFK : 41
NRT-LAX : 250 EWR-AMS : 11
NRT-AMS : 20
MSP-AMS : 23
CAN-LAX : 269
SDQ-MAD : 492
JFK-CDG : 79
SVO-JFK : 15
ICN-CDG : 268 EWR-CDG : 23
MEX-AMS : 70
MSP-NRT : 84
MSP-ICN : 2
ICN-JFK : 284
DTW-AMS : 211
ICN-PRG : 325
DTW-CDG : 131
ICN-FCO : 243
DTW-NRT : 346
ICN-LAX : 295
LAX-NRT : 230
11055
14300
MAD-SDQ : 607
FCO-ATL : 10
ICN-ATL : 297
307
SVO-NRT : 154 CUN-MAD : 477
FCO-NRT : 68
MEX-CDG : 72
MEX-PTY : 32
MAD-CUN : 574
ATL-CDG : 245 NRT-FCO : 80
NRT-MXP : 48
ALL
SVO-CDG : 126 MAD-ORY : 661 PTY-LAX : 26
FCO-SVO : 121 FCO-PRG : 233
547
Copa Airlines
LAX-NRT : 291
LAX-ICN : 259
TOTAL LH
Total other
TOTAL
493
742
544
422
215
3804
147
207
1864
1848
433
410
3171
0
-
-
-
-
-
-
42
-
-
-
-
-
-
152
194
1402
958
1091
2028
236
4334
548
289
2465
2918
433
1061
7285
307
25355
6
Guidelines in interpreting the results
A customer’s overall satisfaction at a given moment in time is influenced to a greater or lesser extent by
SkyTeam’s performance on the detailed service attributes. It is this overall state of satisfaction that
influences a customer’s loyalty and recommendation behaviour. By improving its performance on
attributes that strongly influence customers’ overall satisfaction, SkyTeam will increase most efficiently
loyalty and positive word of mouth communication.
In general, a dissatisfied customer expresses his dissatisfaction among 4 times more people than a
satisfied customer expresses his satisfaction. A first objective of satisfaction surveys is to achieve a
proportion of satisfied customers that is 4 times greater than the proportion of dissatisfied customers. In
this way, the phenomena of word of mouth communication is controlled and negative communication
does not exceed the reality.
The loyalty and recommendation behaviour is quite different between a customer who is totally
satisfied and a customer who is only partially satisfied. In general, a customer who is totally satisfied is
twice as likely to certainly use the service again and twice as likely to certainly recommend the service
than a customer who is only partly satisfied.
Therefore, a double objective is required:
•
•
Reduce customer dissatisfaction so as to reduce disloyalty and negative word of mouth.
Transform customers from a state of partial satisfaction to a state of total satisfaction.
7
Guidelines in interpreting the results
Partial and total dissatisfaction should be analyzed as a whole. A dissatisfied customer is likely to be
disloyal and to promote disloyalty among others. Dissatisfaction that exceeds 15% of the customer base
requires an improvement action.
The level of priority for the action will depend on the relative contribution of the attribute to overall
satisfaction. It is almost impossible to totally eliminate dissatisfaction. If dissatisfaction concerns only a
very small minority of the customer base (less than 5%), additional investment to further reduce this
proportion is in most cases not justified.
Partial and total satisfaction should be analyzed separately. An often fixed objective is to dispose of
more customers “totally satisfied” than “partially satisfied”.
The mean score represents the level of customer satisfaction using one value (on a scale from 1 to 5).
The scores should be interpreted in the following way: 4.5 or more is a Very Good score, 4 to 4.5 is
Good, 3.5 to 4 is Fair, 3.0 to 3.5 is Poor and less than 3.0 is Very Poor.
Differences between mean scores are statistically significant if they are of at least a 10th of a point
and if they are calculated on a base of 500 answers or more. When the answer base is between 50 and
500, a gap of at least 0.2 between mean scores is required before it is considered significant. Mean
scores are presented with two decimals so that significant differences between scores can be clearly
seen. Results on smaller answer bases require a bigger difference in the mean score to be considered
significantly different. Results are not presented if the number of observations is less than 50.
8
Alliance Awareness by customer nationality
Q24 – Prior to this trip, were you aware of the SkyTeam alliance?
52% of SkyTeam Airline nationals were aware of the SkyTeam alliance before boarding. Czech (75%) and French
(64%) still have the highest awareness score whereas Chinese (34%) and Japanese (33%) have the lowest scores.
Elite/ Elite+ passengers have clearly a higher awareness (90% on average), but Chinese Elite/ Elite+ passengers
(69% awareness) are less likely than others to know the SkyTeam alliance.
100%
90%
80%
Percentage Yes
Total
70%
52% Average awareness among
SkyTeam Airline Nationals
60%
50%
40%
75%
64%
30%
60%
60%
57%
56%
50%
20%
48%
44%
44%
34%
33%
Chinese
Japanese
10%
0%
Czech
French
Mexican
Korean
Panam anian
Kenyan results are not displayed due to a base <50
Am erican
Italian
Dutch
Spanish
90% Average awareness among
SkyTeam Airline Nationals
Elite/Elite+
100%
90%
80%
70%
Percentage Yes
Elite/Elite+
Russian
Customer Nationality
60%
50%
99%
97%
97%
95%
95%
92%
91%
90%
40%
84%
78%
77%
Japanese
Panam anian
69%
30%
20%
10%
0%
French
Czech
Kenyan results are not displayed due to a base <50
Russian
Mexican
Italian
Dutch
Spanish
Customer Nationality
Am erican
Korean
Chinese
9
Alliance Awareness by Airline Frequent Flyer Program
Q24 – Prior to this trip, were you aware of the SkyTeam alliance?
Awareness of the SkyTeam alliance among the total sample is 53,6%. Air France / KLM remains the leading FFP with
an awareness score of 77%. China Southern obtains the lowest score (42%). Awareness is greater among Elite plus
passengers than Elite passengers (93% Vs 88%).
100%
90%
80%
70%
Mean: 53.6%
50%
93%
40%
77%
76%
70%
69%
68%
30%
64%
63%
62%
60%
56%
55%
50%
49%
88%
42%
20%
35%
30%
10%
19%
on
e
N
El
i te
Pl
us
El
i te
on
e
N
er
O
th
er
n
So
ut
h
C
hi
na
ir
E
ur
op
a
ne
s
A
op
a
A
irl
i
el
ta
D
Frequent Flyer Program
C
l
er
of
lo
t
A
on
ti n
en
ta
Ai
r
C
or
ea
n
or
t
N
K
hw
es
t
li a
lit
a
A
LM
K
s
en
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A
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ay
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es
Ai
rl
K
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ch
ex
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o
C
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om
A
ir
Fr
a
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0%
A
Percentage Yes
60%
10
Overall rating SkyTeam benefits
Q25-8 Your overall satisfaction with SkyTeam alliance benefits?
77% of the passengers are satisfied overall with the alliance benefits and only 4% are dissatisfied. Moreover, the
overall satisfaction mean score passes the 4.0 threshold. There is no significant differences in overall satisfaction
between the different passenger groups Elite/ Elite+, frequent travellers and First/Business.
Respondent base: Aware of SkyTeam before the trip
30%
20%
10%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Mean
Overall rating of SkyTeam alliance
benefits
1% 3%
19%
47%
First / Business Class
1% 2%
19%
48%
Elite / Elite +
1% 3%
19%
48%
29%
4.00
20%
48%
28%
3.98
3 roundtrips and more
1% 3%
Not at all satisfied
Not satisfied
Neither satisfied,
nor dissatisfied
30%
30%
Satisfied
4.02
4.04
Very satisfied
11
Overall rating SkyTeam benefits
Q25-8 Your overall satisfaction with SkyTeam alliance benefits: analyzed by Operating Airline
There are significant differences between Airlines for the overall rating of SkyTeam benefits. Continental has the
best mean score with 4.34. Five out of fourteen airlines have a score below 4.0. Aeroflot, Air Europa and Alitalia
are somewhat detached from the others with the lowest mean scores (respectively 3.90, 3.88 and 3.79).
Respondent base: Aware of SkyTeam before the trip
40%
30%
Total
20%
10%
1% 3%
Continental
0%
10%
19%
1% 1%
China Southern
4%
1% 3%
40%
34%
13%
2%
30%
50%
60%
47%
14%
Copa Airlines
Aeromexico
20%
70%
17%
Mean
4.29
42%
47%
100%
4.34
51%
44%
90%
4.02
30%
46%
13%
80%
38%
4.12
32%
4.07
Northwest
1% 2%
21%
47%
30%
4.03
KLM
3%
21%
47%
29%
4.02
1% 3%
Czech Airlines
1%
Delta
Korean Air
5%
1% 3%
19%
51%
17%
43%
22%
4.01
27%
4.00
33%
46%
4.00
29%
Kenya Airways
1%
4%
16%
54%
25%
3.97
Air France
2%
4%
16%
53%
25%
3.96
Aeroflot
2%
4%
22%
Air Europa
1%
4%
22%
Alitalia
2%
6%
48%
53%
23%
Not at all satisfied
48%
Not satisfied
Neither satisfied,
nor dissatisfied
3.90
25%
3.88
21%
3.79
21%
Satisfied
Very satisfied
12
Q27 - SkyTeam benefits
For passengers, the most satisfying SkyTeam benefit is the number of destinations served (with 86% of passengers
being satisfied), just ahead of the ability to check-in only once for the entire trip (83%) and the ability to earn and
redeem miles on any SkyTeam airline (79%). Three other benefits are less satisfactory (with mean scores below
4.0), and the airport service consistency whatever the airline used is clearly the least appreciated.
Respondent base: Aware of SkyTeam before the trip
40%
30%
20%
10%
1% 3%
0%
10%
20%
19%
47%
Number of destinations served
1% 12%
46%
Ability to check-in for
entire trip at originating city
2% 3% 12%
Overall rating of SkyTeam alliance benefits
Ability to earn and redeem miles
on any SkyTeam airline
2%
2%
Access to lounges worlwide
Coordination of flight schedules
and convenience of connections
Ability of any employee of a
SkyTeam airline to address your needs
Consistent service at the airport no matter
which SkyTeam airline I fly with
3%
3%
4%
16%
18%
1% 3%
22%
2%
21%
7%
Not at all satisfied
5%
25%
Not satisfied
30%
40%
50%
60%
90%
Mean
4.23
4.22
46%
4.14
43%
45%
100%
4.02
40%
42%
40%
80%
30%
37%
36%
70%
34%
4.03
28%
3.95
3.96
32%
37%
27%
Neither satisfied,
nor dissatisfied
Satisfied
3.79
Very satisfied
13
Detailed Elite (Plus) benefits
Q23 Please rate the following special services you received as a SkyTeam Elite/Elite Plus member?
The priority check-in is still the most satisfactory Elite/Elite+ special service (4.18 mean score) but Elite/Elite+
passengers are less satisfied about Priority boarding. Thanks to the combination of a relatively high proportion of
passengers “very satisfied” and a slight rate of “not at all satisfied”, the mean scores of “special recognition from
cabin crew” and “preferred seating on this trip” reach the 4.0 threshold.
Respondent base: SkyTeam Elite or Elite Plus members
40%
30%
20%
Priority check-in at dedicated
counters
10%
5% 4%
12%
Special recognition from cabin
crew on board when traveling in
First/Business class
4% 6%
17%
Preferred seating on this trip
6% 6%
17%
Priority baggage handling
5% 5%
18%
Priority boarding for this trip
Priority baggage handling: Elite+
passengers only
7%
6%
6%
6%
Not at all satisfied
0%
15%
19%
Not satisfied
10%
20%
30%
40%
50%
30%
70%
4.00
45%
28%
29%
Neither satisfied,
nor dissatisfied
3.99
42%
3.98
45%
3.90
40%
Satisfied
Mean
4.04
45%
31%
80%
4.18
50%
28%
27%
60%
Very satisfied
14
Q21 Services when making a connection with another SkyTeam Airline
Satisfaction mean scores in terms of services offered for interconnecting passengers remain below 4.0, with
significant proportions of dissatisfied passengers.
The time between connecting flights is significantly less satisfactory than the ease of transfer between connecting
flights and the Airline staff assistance during transfer.
Respondent base: Passengers who made a connection with another SkyTeam airline
40%
Airline staff assistance during
transfer
30%
5% 6%
Ease of transfer between
connecting flights
Time between connecting flight
20%
7%
8%
7%
10%
Not at all satisfied
10%
0%
20%
16%
17%
Not satisfied
10%
20%
30%
40%
50%
35%
34%
34%
36%
32%
Neither satisfied,
nor dissatisfied
60%
70%
Mean
3.87
3.85
33%
Satisfied
80%
3.71
Very satisfied
15
Overall rating SkyTeam airline performance by Operating Airline
Q26 Overall satisfaction with all ground and in-flight services offered for today’s flight.
During long haul flights, satisfaction of First/Business Class passengers is higher than for those flying in Economy
Class for all airlines except China Southern and KLM. Korean Air and Continental are the best scoring airlines among
First/Business class passengers, Korean Air also among Economy class, while Alitalia and Delta Airlines obtain the
lowest mean scores for both classes.
LONG HAUL - First Business Class
Mean score
5
Mean: 4.37
4
4.62
4.53
4.41
4.38
4.38
4.35
4.32
4.23
4.19
4.17
4.10
4.08
Korean Air
Continental
Northwest
China
Southern
Czech
Airlines
Air France
Air Europa
Aeroflot
Kenya
Airways
KLM
Alitalia
Delta
3
2
Copa Airlines has no long haul flight questionnaires, AeroMexico is not displayed due to a base <50.
LONG HAUL - Economy Class
5
Mean score
Mean: 4.23
4
3
4.50
4.49
4.41
4.31
Czech
Airlines
KLM
4.30
4.27
4.21
4.21
4.16
4.07
4.01
3.98
3.85
Kenya
Airways
Northwest
Aeroflot
Delta
Alitalia
2
Korean Air
China
Southern
Air France Aeromexico Continental Air Europa
Copa Airlines has no long haul flight questionnaires.
16
Overall rating SkyTeam airline performance by Operating Airline
Q26 Overall satisfaction with all ground and in-flight services offered for today’s flight.
On Short Haul flights the overall scores are good. First/Business Class passengers are more satisfied than Economy
Class passengers except for China Southern, Air France and Alitalia where it is the opposite. Continental and Copa
Airlines have the best mean scores among First/Business Class whereas Alitalia has the lowest. Copa Airlines also
performs best among Economy Class whereas Air Europa has the lowest score.
SHORT HAUL – First Business Class
5
Mean score
Mean: 4.32
4
4.54
4.54
4.50
3
4.37
4.35
4.28
4.08
4.06
3.82
3.71
Air France
Alitalia
2
Continental
Copa Airlines
KLM
Northwest
Aeroflot
Czech Airlines
Air Europa
China
Southern
Kenya Airways has no short haul flight questionnaires. Korean Air, AeroMexico and Delta are not displayed due to a base <50.
SHORT HAUL – Economy Class
5
Mean score
Mean: 4.19
4
4.58
3
4.44
4.28
4.27
4.25
4.25
4.24
Aeroflot
Czech
Airlines
KLM
China
Southern
4.18
4.18
4.17
4.08
3.90
3.80
Delta
Alitalia
Air Europa
2
Copa
Airlines
Korean Air Continental
Northwest Aeromexico Air France
Kenya Airways has no short haul flight questionnaires
17
Q11-1 Overall satisfaction with the airline telephone reservation service
On the whole, passengers are very satisfied with the airline telephone reservation service. The satisfaction
scores are above 4.05 for all airlines, and passenger dissatisfaction is quite low.
Copa Airlines and Continental are above the others with mean scores respectively of 4.57 and 4.53.
Respondent base: Passengers who used the phone reservation service
30%
0%
10%
20%
Overall satisfaction with the
phone reservation service
2%
2% 8%
Copa Airlines
2%
10%
Korean Air
1% 1%6%
Air Europa
2% 1% 6%
2%
Czech Airlines
4% 10%
1%
Northwest
9%
Aeromexico
2% 1% 7%
China Southern
1% 1% 7%
4%
Delta
2% 2%
Aeroflot
KLM
2%
13%
3%
6% 3%
7%
12%
70%
60%
50%
80%
90%
100%
Mean
4,38
56%
4,57
73%
4,53
67%
26%
4,49
59%
34%
31%
60%
4,46
31%
59%
4,45
4,41
62%
23%
4,39
49%
43%
4,38
58%
31%
4,33
51%
36%
4,32
53%
31%
4,22
44%
45%
4,07
40%
40%
Not satisfied
4,41
56%
35%
Kenya Airways is not displayed due to a base <50.
Not at all satisfied
40%
16%
2% 2% 10%
Air France
Alitalia
1%6%
30%
32%
1% 3%
3%
Continental
20%
10%
Neither satisfied,
nor dissatisfied
Satisfied
Very satisfied
18
Q14-1 Overall satisfaction with the airline website experience
Generally high levels of satisfaction about the airlines website experience, but with significant differences
between the airlines. Copa Airlines has the highest mean score again, followed by Continental. All but two of the
other airlines have scores that are quite close together, between 4.37 and 4.17. Air Europa and Alitalia are the
only airlines with a mean score below 4.10.
Respondent base: Passengers who used the airline website
30%
20%
10%
0%
10%
20%
Overall satisfaction with
website experience
1% 1% 9%
1%
Continental
7%
1% 2% 9%
Northwest
Delta
3%
60%
9%
70%
80%
90%
45%
4.51
52%
4.37
48%
44%
46%
4.35
4.35
45%
40%
Mean
4.54
61%
37%
100%
4.31
56%
31%
1% 8%
Korean Air
50%
43%
1% 6%
Czech Airlines
40%
44%
2%
Copa Airlines
30%
4.32
47%
Aeromexico
1% 1% 11%
51%
37%
4.24
Air France
1% 10%
52%
37%
4.24
Aeroflot
1% 11%
53%
36%
4.24
KLM
2% 1% 9%
53%
35%
4.18
China Southern
1%
13%
55%
32%
4.17
Air Europa
1% 3%
12%
55%
30%
4.09
Alitalia
2%
2%
16%
47%
Kenya Airways is not displayed due to a base <50.
Not at all satisfied
Not satisfied
4.08
33%
Neither satisfied,
nor dissatisfied
Satisfied
Very satisfied
19
Q18 Your overall airport experience by check-in airport (1/2)
Satisfaction levels with the overall airport experience vary significantly between check-in airports. Houston,
Panama City and Seoul are in the lead, with mean scores exceeding 4.40. For half of the airports customer
dissatisfaction remains very marginal (less than 5%) and the proportion of customers very satisfied varies from
one third almost up to two thirds.
Respondent base: All passengers
60%
50%
40%
30%
20%
2%
Your overall experience
10%
4%
0%
20%
15%
12%
Houston
1%
Panama City
10%
8%
30%
40%
50%
60%
40%
70%
80%
90%
4.50
62%
36%
4.44
55%
39%
Mean
4.07
38%
25%
100%
4.42
Seoul
1% 7%
Detroit
12%
Atlanta
3% 11%
Prague
1% 2% 10%
41%
46%
4.30
Minneapolis
1% 1% 11%
40%
47%
4.30
33%
1% 3%
Guam
21%
1% 2%
Tokyo
18%
1% 3%
Canton
Not at all satisfied
Nairobi is not displayed due to a base <50
14%
Not satisfied
4.28
44%
44%
4.22
42%
30%
4.17
46%
1% 3% 9%
New York Newark
4.32
49%
45%
1% 4% 9%
Beijing
4.39
54%
38%
2% 2% 7%
Amsterdam
52%
56%
41%
4.14
38%
48%
Neither satisfied,
nor dissatisfied
4.15
31%
4.11
34%
Satisfied
Very satisfied
20
Q18 Your overall airport experience by check-in airport (2/2)
Approximately one third of check-in airports obtain a mean score below the 4.0 threshold. Rome, Barcelona and
especially Moscow are rather detached from the other airports, with mean satisfaction scores less than 3.8.
Respondent base: All passengers
60%
50%
40%
30%
20%
2%
Your overall experience
10%
4%
15%
2% 3%
Milan
1% 3%
Cancun
16%
New York JFK
3% 5%
17%
3%5%
1%
5%
2%
Malaga
6%
3% 6%
Rome
2% 10%
Barcelona
10%
17%
Not at all satisfied
90%
4.06
4.05
3.98
35%
3.93
33%
3.91
22%
3.91
27%
42%
3.91
29%
45%
3.89
30%
46%
3.86
25%
38%
3.75
25%
50%
3.70
17%
3.23
15%
Neither satisfied,
nor dissatisfied
Mean
4.07
41%
47%
100%
4.07
54%
30%
80%
33%
39%
22%
70%
34%
40%
22%
Not satisfied
60%
38%
35%
14%
29%
50%
45%
23%
28%
40%
48%
20%
5% 6%
Paris
30%
40%
17%
2% 4%
Santo Domingo
Moscow
21%
5%
2%
Madrid
20%
18%
3% 6%
Valencia
10%
14%
Los Angeles
Mexico
0%
Satisfied
Very satisfied
21
Q18 Detailed customer satisfaction in respect to the airport experience
In comparison with the same semester last year, very similar results are observed: passengers are most satisfied
with the check-in staff (friendliness & language skills). They are less satisfied with the information provided by
airline gate staff in case of a delay and with the on-time departure. These two items, and “signs directing you to the
lounge” obtain mean scores below the 4.0 threshold.
Respondent base: All passengers
50%
40%
30%
Your overall airport experience
20%
2%
4%
Friendliness of check-in staff
2%
Language skills of check-in staff
12%
34%
2%
Not at all satisfied
5%
13%
5%
15%
5% 6%
14%
6%
8%
10%
5%
10%
20%
9%
15%
20%
Not satisfied
30%
40%
50%
60%
40%
33%
Signs directing you to check-in area
On time departure
15%
12%
3%
3%
20%
2% 3%
Efficiency of boarding process
Signs directing you to the lounge
10%
12%
4%
Wait time for check-in
0%
4%
Efficiency of check-in process
If flight was delayed, information
about the delay from airline gate staff
10%
50%
40%
3.85
41%
3.59
30%
Satisfied
4.10
3.95
37%
28%
4.26
4.01
42%
34%
4.07
4.11
43%
33%
Mean
4.13
46%
38%
90%
4.27
52%
36%
Neither satisfied,
nor dissatisfied
80%
38%
31%
30%
70%
Very satisfied
22
Q20 Services for the lounge you visited
The overall level of services offered within the airport lounge is not entirely satisfactory. The mean score is below
4.0. Elite+ passengers have lower satisfaction, which may be caused by having higher expectations. In more detail,
the condition & cleanliness of the lounge and its staff friendliness obtain more satisfactory results. There is
significant passenger dissatisfaction with services: Internet facilities and the selection of newspapers/ magazines.
Respondent base: Passengers who visited an airport lounge before boarding the flight
50%
40%
Your overall airport
lounge experience
20%
3%
5%
19%
4% 5%
20%
Your overall airport lounge experience:
Elite+ passengers only
Friendliness of lounge staff
2%
4%
17%
6%
17%
Condition and cleanliness
of the lounge
3%
Comfort and spaciousness
4% 8%
Internet facilities
Selection of newspapers/magazines
8%
8%
10%
30%
9%
11%
Not at all satisfied
18%
20%
24%
Not satisfied
0%
20%
10%
30%
40%
36%
37%
41%
36%
29%
Neither satisfied,
nor dissatisfied
37%
29%
Satisfied
80% Mean
3.97
3.89
41%
4.10
39%
32%
70%
31%
40%
35%
25%
60%
50%
4.04
3.95
3.73
3.65
Very satisfied
23
Q21-1 Overall satisfaction with the Long Haul in-flight experience:
analyzed by Operating Airline and Class.
First/Business Class passengers tend to be more satisfied than Economy Class passengers with the Long haul inflight experience. However, satisfaction levels differ significantly between airlines: among both classes, Korean Air
obtains the highest scores whereas Alitalia and Kenya Airways are rather detached from the other airlines for
Business Class and Alitalia also for Economy Class.
LONG HAUL - First Business Class
Mean score
5.0
Mean: 4.52
4.5
4.0
3.5
4.69
4.65
4.56
4.52
4.52
4.51
4.48
4.46
4.44
4.43
4.35
4.25
Korean Air
Continental
China
Southern
Northw est
Air France
Aeroflot
Air Europa
Czech
Airlines
Delta
KLM
Kenya
Airw ays
Alitalia
3.0
2.5
2.0
Copa Airlines has no long haul flight questionnaires. AeroMexico is not displayed due to a base <50.
LONG HAUL – Economy Class
Mean score
5.0
Mean: 4.37
4.5
4.0
3.5
4.57
4.57
4.55
4.48
4.40
4.37
4.34
4.30
Czech
Airlines
Air France
KLM
Continental
Kenya
Airw ays
Delta
3.0
4.27
4.25
4.19
4.16
3.98
Aeroflot
Northw est
Alitalia
2.5
2.0
Korean Air
China
Southern
Air Europa Aerom exico
Copa Airlines has no long haul flight questionnaires.
24
Q21-1 Overall satisfaction with the Short Haul in-flight experience:
analyzed by Operating Airline and Class.
Continental obtains the highest scores among F/B Class, closely followed by Copa and Aeroflot. Alitalia is detached
by more than 0.3 points from the other airlines. In Economy class, Copa Airlines and Korean Air have the best
scores, whereas Air Europa and Alitalia stand out with the lowest ones.
SHORT HAUL - First Business Class
5.0
Mean: 4.51
Mean score
4.5
4.0
3.5
4.69
4.64
4.64
4.55
4.47
4.43
3.0
4.40
4.32
4.31
3.98
2.5
2.0
Continental Copa Airlines
Aeroflot
Czech
Northwest
KLM
Air France
Air Europa
Airlines
Kenya Airways has no short haul flight questionnaires. Korean Air, AeroMexico and Delta are not displayed due to a base <50.
China
Southern
Alitalia
SHORT HAUL – Economy Class
Mean score
5.0
Mean: 4.34
4.5
4.0
3.5
4.60
4.52
3.0
4.46
4.43
4.39
Aeroflot
Czech
Airlines
KLM
4.38
4.37
4.36
4.36
4.31
4.27
4.13
3.93
Delta
China
Southern
Northw est
Alitalia
Air Europa
2.5
2.0
Copa
Airlines
Korean Air
Continental Air France Aerom exico
Kenya Airways has no short haul flight questionnaires
25
Q27 Recommendation of the airline to a friend or colleague
(by operating airline)
Almost half of all passengers are extremely likely to recommend the operating airline to a friend or colleague. Copa
Airlines stands out with the highest level of recommendation. The majority of airlines obtain an “extremely likely”
score of more than 50%. Alitalia is somewhat detached from the other airlines with a mean score less than 4.0.
30%
20%
Recommendation of the airline
10%
2% 3%
0%
10%
12%
Copa Airlines
20%
30%
40%
50%
36%
1%4%
60%
70%
80%
1% 6%
36%
Czech Airlines
1% 1% 6%
36%
4.48
57%
4.43
55%
4.36
KLM
1% 2% 10%
Air France
2% 2% 10%
35%
51%
4.33
2%
34%
52%
4.31
Aeromexico
3%
9%
China Southern
1% 3%
11%
Kenya Airways
1% 2%
12%
3%3%
12%
Aeroflot
Delta
Air Europa
Northwest
Alitalia
2% 3%
2%
3%
2% 3%
5% 6%
Continental is not displayed due to a base < 50
51%
31%
19%
4.21
46%
38%
41%
4.13
39%
40%
4.13
33%
Fairly unlikely
4.25
51%
35%
16%
4.28
47%
31%
15%
4.35
54%
38%
15%
Not at all likely
37%
Mean
4.68
74%
Korean Air
100%
4.27
49%
20%
90%
Neither likely, nor unlikely
3.93
37%
Fairly likely
Extremely likely
26
Q28 Recommendation of the Skyteam alliance to a friend or colleague
(by operating airline)
The recommendation intention for the SkyTeam alliance is slightly lower overall than it is for the airline. This
overall trend is repeated for each airline except for AeroMexico, Air Europa and Alitalia that show a slightly higher
mean score for the alliance. The recommendation results of the alliance by operating airline are nevertheless very
similar to the recommendation of the airline.
30%
Recommendation of the Skyteam alliance
20%
10%
1% 2%
0%
20%
15%
Copa Airlines
1%6%
Czech Airlines
1% 10%
Aeromexico
2% 2% 10%
Korean Air
10%
1% 1% 12%
Kenya Airways
1% 2%
13%
Air France
1% 1%
14%
China Southern
1% 2%
15%
Air Europa
1% 2%
15%
22%
Not at all likely
Continental is not displayed due to a base < 50
4.61
4.34
4.32
4.31
4.24
4.25
46%
34%
4.26
48%
41%
Mean
4.22
45%
37%
35%
3%4%
100%
47%
39%
17%
Alitalia
90%
50%
39%
2% 2%
20%
80%
49%
36%
Aeroflot
1% 3%
70%
44%
39%
35%
Northwest
60%
68%
17%
18%
50%
26%
1% 1%
3% 3%
40%
38%
KLM
Delta
30%
4.17
41%
4.24
46%
45%
4.19
38%
39%
4.09
39%
37%
4.08
36%
Fairly unlikely
35%
Neither likely, nor unlikely
3.96
Fairly likely
Extremely likely
27
Main Conclusions
• SkyTeam Alliance Awareness
•
When comparing S2 2008 to S2 2007, the overall Alliance awareness among all SkyTeam passengers has decreased
from 54% to 52%. Two significant evolutions concern a decrease in awareness among French and Dutch passengers.
•
Czech passengers are still the most aware of SkyTeam (3 quarters being aware of the Alliance). On the other hand,
less than half of Dutch and Russian passengers, and only a third of Japanese passengers knew about SkyTeam
before the flight.
• SkyTeam Alliance benefits
•
No significant evolution is to be reported in both the overall and the detailed satisfaction with the SkyTeam Alliance
benefits. However, mean scores are higher on all benefits, showing a trend towards improved passenger satisfaction.
Differences in satisfaction still appear between the different Airlines: Passengers of Continental and Copa Airlines
are the most satisfied overall with the benefits, while those flying with Aeroflot, Air Europa and Alitalia are the
least satisfied.
•
Among the different benefits provided, the number of destinations served, the ability to check-in the entire
trip at the originating city, the ability to earn/redeem miles on flights within the alliance and the access
to lounges worldwide are the most satisfactory, with mean scores between 4.23 and 4.03.
•
With a mean score of only 3.79, the service consistency at the airport no matter which airline is used remains
the least satisfactory benefit.
•
The ability of any employee from SkyTeam to address customer needs and the coordination of flight schedules and
convenience of connections, still obtain scores slightly lower than 4.0.
• Elite / Elite + special services
•
A significant positive evolution is observed this Semester on all Elite / Elite + aspects in comparison with S2 2007.
Three of these benefits now reach a mean score of 4.0. Only the benefits priority boarding and priority baggage
handling are slightly below the 4.0 threshold.
• Recommendation
•
28
About half of the customers extremely likely to recommend operating airline (49%) and SkyTeam Alliance (44%).
Main Conclusions
• Reservations
•
•
The telephone reservation service remains satisfactory this Semester: all airlines obtain results above 4.0
(mean score 4.38 out of 5), without significant evolutions. Users of the telephone reservation services of Copa
Airlines, Continental and Korean Air show the highest levels of satisfaction.
Regarding the Airline web site, the experience also remains at a good level (overall mean score of 4.31), users of
Copa Airlines and Continental Airlines being the most satisfied.
• Airport services
•
•
•
•
Overall, the airport experience remains at the same level as last year: the overall satisfaction is at a good
level (4.07 vs 4.04 in S2 2007). Big differences exist depending on the check-in airport considered, which probably
explains the dissatisfactions about the service consistency. Houston, Panama City and Seoul have the best scores,
Houston and Milan have improved significantly, whereas no airports have decreased significantly.
During the same period, there has been a small increase in the satisfaction scores on all the services
offered at the check-in airports. The language skills and the friendliness of the check-in staff remain the most
satisfying aspects, while the information provided in case of a delay and the on-time departure being the less
satisfactory aspects.
Satisfaction with the lounge visited remains slightly below the 4.0 threshold. The scores overall and for
each lounge service are almost the same when compared to S2 2007. Improvements are nonetheless expected on
the Internet facilities and the selection of newspapers in particular.
Finally, there have been significant increases in the mean scores for all three services offered for
interconnecting passengers compared to S2 2007, with the biggest increase for the ease of transfer between
connecting flights (+0.23).
• In-flight Services
•
First/Business class passengers tend to be more satisfied with overall in-flight services than those flying in
Economy class. In terms of significant evolutions on long haul, Air France has increased for its Economy class
passengers and Delta has decreased for F/B class. On short haul, Continental has increased for both classes and
Air France has also increased for F/B class.
29
SkyTeam Alliance
Trends
A comparison between Summer 2008 and Summer 2007 on
the basis of the 10 airlines included in the barometer in 2007.
Interpreting the trends results
This trends chapter provides an analysis of how the barometer results have evolved from one year to
the next.
The 2008 results have been recalculated using a weighting that allows a comparison with the 2007
results on the basis of an identical sample structure (10 airlines).
Due to this re-calculation, the 2008 results presented in this trends chapter are not necessarily identical
to the 2008 results in the rest of this report. This is normal due to the specific weighting applied to the
2008 results used in the trends chapter.
Only results for the total operating airline (the variable on which the weighting is based) are identical
in this trends chapter and the rest of this report.
The true 2008 results, corresponding to the actual 14 member Alliance, are presented in the executive
summary chapter and in the appendix of this report.
The 2008 scores in this trends chapter should not be interpreted as the 2008 results. The trends chapter
has the sole objective of evaluating results evolutions on a like to like sample structure.
Alliance Awareness by nationality
Q24 – Prior to this trip, were you aware of the SkyTeam alliance?
In comparison with the same semester the previous year, overall awareness has decreased by 2 percentage points:
52% of all passengers knew about the Alliance before the trip. Among different nationalities, it is worth noting the
significant decrease in awareness among French and Dutch nationals (respectively -10 & - 17 points).
2S07
2S08
77%
80%
73%
75%
76%
70%
63%
Awareness
65%
60%
60%
60%
60%
60%
63%
54%
55%
50%
56%
53%
56%
52%
52%
45%
45%
46%
43%
40%
36%
35%
30%
32%
Total
Czech
French
Korean
Mexican
American
Italian
Dutch
Russian
Japanese
Nationality
32
Overall rating SkyTeam benefits
Q25-8 Your overall satisfaction with SkyTeam alliance benefits: analyzed by Operating Airline
No significant changes in comparison with S2 2007 on the satisfaction with SkyTeam benefits overall, however a
trend towards an increase with the mean score passing the 4.0 threshold. When analyzing the results by operating
airline, Continental and Aeroflot passengers show an increase in satisfaction.
Respondent base: Aware of SkyTeam before the trip
2S07
5
2S08
4,34
4,12
4,05
4,03
4,13
4
3,97
4,00
4,01
4,02
4,00
4,13
4,02
3,95
4,00
3,97
3,96
3,90
3,79
3,91
3,92
3,72
3,78
3
Total
Continental AeroMexico Northwest
Delta
Czech
Airlines
KLM
Korean Air Air France
Aeroflot
Alitalia
33
Q27 - SkyTeam benefits
Mean scores are slightly higher in 2008 than in 2007 on all of the benefits, showing a clear trend towards
improved passenger satisfaction, but it follows the same ranking.
Respondent base: Aware of SkyTeam before the trip
Means of
2S07
n
Overall rating of SkyTeam alliance benefits
3.96
Evolutions
Means of
2S08
4.05
Ov
n
Number of destinations served
n Ability to check-in for
entire trip at originating city
n Ability to earn and redeem miles
on any SkyTeam airline
n
Access to lounges worldwide
n Coordination of flight schedules
and convenience of connections
n Ability of any employee of a
SkyTeam airline to address your needs
n Consistent service at the airport no matter
which SkyTeam airline I fly with
4.22
4.24
4.18
4.24
4.13
4.16
3.98
4.06
3.94
3.97
3.91
3.97
3.76
3.82
Nu
Ab
fo
en
Ab
re
on
Ac
lo
Co
flig
an
Ab
em
Sk
Co
se
air
34
Detailed Elite (Plus) benefits
As for other benefits, there is a significant positive evolution of the satisfaction on all of the dedicated services for
Elite/Elite+ passengers. For each benefit, the mean scores increase by at least 0.10 points.
Respondent base: SkyTeam Elite or Elite Plus members
Means of
2S07
Evolutions Means of 2S08
n
Priority check-in at dedicated counters
4.09

4.23
n
Priority boarding for this trip
3.96

4.08
n
Preferred seating on this trip
3.94

4.07
n
Priority baggage handling
3.94

4.06
3.94

4.09
n Special recognition from cabin crew on
board when traveling in First/Business class
35
Q21 Services when making a connection with another SkyTeam Airline
The evolution in customer satisfaction between S1-2007 and S1-2008 in terms of connection services is positive.
The satisfaction mean score for “ease of transfer between connecting flights” increases by more than 0.2 points.
For the “airline staff assistance during transfer” and “time between connecting flights” the increase is less
important but nevertheless significant (0.1 point).
Respondent base: Passengers who made a connection with another SkyTeam airline
Means of
2S07
Evolutions
Means of
2S08
n
Airline staff assistance during transfer
3.79

3.91
n
Ease of transfer between connecting flights
3.66

3.89
n
Time between connecting flight
3.61

3.71
36
Overall rating SkyTeam airline performance by Operating Airline (1)
Q26 Overall satisfaction with all ground and in-flight services offered for today’s flight.
Overall satisfaction with all ground and in-flight services offered to First/Business class passengers shows a slight
increase overall. For long haul, satisfaction increased significantly among Air France passengers (+0.31) but it
decreased among Delta passengers (-0.27). For short haul, it also increased significantly among Continental (+0.21)
and KLM passengers (+0.38).
Respondent base: Total
5
First/Business Class
2S07
Long Haul
2S08
4,57
4,62
4,37
4,41
4,57
4,39
4,35
4,36
4,34
4,35
4,28
4,54
4,10
4,38
4
4,16
4,04
3,97
4,08
3
Total
Korean Air
Continental
Northwest
Czech Airlines
Air France
KLM
Alitalia
Delta
AeroMexico and Aeroflot are not displayed due to a base <50.
5
First Business Class
Short Haul
4.54
4.48
4.37
4.36
4
4.23
4.31
4.33
4.28
4.25
3.91
3.75
4.10
3.78
3.71
3
Total
Continental
KLM
Northwest
Delta, Korean Air, AeroMexico and Aeroflot are not displayed due to a base <50.
Czech Airlines
Air France
Alitalia
37
Overall rating SkyTeam airline performance by Operating Airline (2)
Q26 Overall satisfaction with all ground and in-flight services offered for today’s flight.
Economy class passengers show a small increase in satisfaction on long and short haul flights (+0.10). On short
haul flights, Continental and Air France passengers satisfaction have both increased significantly (+0.26). On long
haul flights, Air France and AeroMexico passengers show increased satisfaction (respectively +0.40 & +0.21)
compared to the same semester last year.
Respondent base: Total
5
Economy Class
2S07
Long Haul
2S08
4.50
4.23
4
4.41
4.40
4.30
4.31
4.24
4.24
4.07
4.41
4.21
4.12
4.21
4.03
4.07
4.09
3.84
4.07
3.90
4.03
3.99
3.78
3
Total
Korean Air
Czech
Airlines
KLM
Air France AeroMexico Continental
Northwest
Aeroflot
Delta
Alitalia
5
Economy Class
Short Haul
4.44
4.28
4.21
4.26
4.25
4.25
4.25
4.17
4.18
4.21
4.17
4.20
4.17
4.37
4
4.11
4.02
3.91
4.10
3.94
3.86
3
Total
Korean Air
Delta is not displayed due to a base <50.
Continental
Aeroflot
Czech Airlines
AeroMexico
KLM
Air France
Northwest
Alitalia
38
Q11-1 Overall satisfaction with the airline telephone reservation service
There is a small change (+0.07) in overall satisfaction with the telephone reservation service on the total
sample. Furthermore, each airline shows a higher satisfaction score than the previous year, most notably for
AeroMexico (+0.22) and KLM (+0.20), except Alitalia which has a decrease of 0.12 points.
Respondent base: Passengers who used the phone reservation service
5
2S07
2S08
4,54
4,49
4,39
4,45
4,44
4,46
4,44
4,44
4,33
4,32
4,38
4,38
4,35
4,35
4,34
4,16
4,37
4,16
4
4,20
4,27
4,14
4,04
3
Total
Continental Korean Air
Czech
Airlines
Northwest
Delta
AeroMexico Air France
Aeroflot
KLM
Alitalia
39
Q14-1 Overall satisfaction with the airline website experience
Overall, satisfaction with the airline websites remains at the same good level as for Q2 2007. Each airline shows a
good satisfaction level (above 4.0) and the scores are very similar to the previous year. The most notable change is
a decrease for AeroMexico (-0.18).
Respondent base: Passengers who used the airline website
5
2S07
2S08
4,52
4,38
4,33
4,37
4,35
4,26
4,44
4,31
4,42
4,39
4,35
4,31
4,31
4,24
4,24
4,10
4,32
4,23
4,24
4
4,18
4,17
4,08
3
Total
Continental Northwest Korean Air
Czech
Airlines
Delta
Air France AeroMexico
KLM
Aeroflot
Alitalia
40
Q18 Your overall airport experience by check-in airport
Satisfaction with the overall airport experience has slightly increased compared to S2 2007, but this is not
significant. There are significant differences depending on the check-in airport. Satisfaction has significantly
increased at Milan and Paris, whereas the most notable decreases are at Mexico and Moscow airports. Moscow still
stands out with a much lower satisfaction score (3.22, and lower than the year before).
Respondent base: All passengers
5
2S07
2S08
4.54
4.42
4.37
4.09
4
4.41
4.40
4.34
4.37
4.21
4.33
4.30
4.31
4.30
4.29
4.31
4.04
4.17
4.16
4.12
4.16
4.14
4.09
4.00
4.22
3.94
4.04
3.91
4.02
3.73
3.93
3.80
3.78
3.91
3.71
3.33
3.22
os
co
w
M
om
e
R
ex
ic
o
M
Pa
ris
JF
K
N
ew
A
Yo
rk
ng
el
es
ila
n
Lo
s
N
ew
M
To
ky
o
Ne
w
ar
k
Yo
rk
ua
m
G
rd
am
m
st
e
A
a
ag
ue
Pr
tla
nt
A
Se
ou
l
D
et
ro
M
it
in
ne
ap
ol
is
ou
st
H
To
ta
l
on
3
41
Q18 Detailed customer satisfaction in respect to the airport experience
On every airport experience aspect, the 2008 mean score is higher than that in S2 2007: the increasing trend in
customer satisfaction with the airport experience is clear to see, even though individual evolutions are not
statistically significant.
Respondent base: All passengers
Means of
2S07
Evolutions
Means of
2S08
n
Your overall airport experience
4.04
4.09
n
Language skills of check-in staff
4.26
4.28
n
Friendliness of check-in staff
4.22
4.29
n
Efficiency of check-in process
4.11
4.15
n
Efficiency of boarding process
4.07
4.13
n
Signs directing you to ckeck-in area
4.07
4.11
n
Wait time for check-in
3.97
4.03
n
Signs directing you to the lounge
3.90
3.97
n
On time departure
3.75
3.84
3.56
3.60
n If flight was delayed, information about
the delay from airline gate staff
42
Q20 Services for the lounge you visited
Concerning the overall airport lounge experience, the 2008 mean score is equal to that of S2 2007. On the
detailed services there are no significant changes. The services with the lowest scores are “Internet facilities”
and “selection of newspapers/magazines”.
Respondent base: Passengers who visited an airport lounge before boarding the flight
Means of
2S07
Evolutions
Means of
2S08
n
Your overall airport lounge experience
3.99
3.99
n
Friendliness of lounge staff
4.07
4.10
n
Condition and cleanliness of the lounge
4.07
4.04
n
Comfort and spaciousness
3.95
3.97
n
Selection of newspapers/magazines
3.69
3.78
n
Internet facilities
3.72
3.70
43
Q21-1 Overall satisfaction with the Long Haul in-flight experience:
analyzed by Class and Operating Airline.
No change overall in the long haul in-flight experience for First/business Class passengers and the only significant
change at airline level is a decrease for Delta (-0.23). Other trends are an increase for Air France (+0.19) and a
decrease for Czech Airlines (-0.15). For Economy Class passengers, there are no major evolutions at an airline
level except for Air France (+0.28). Alitalia remains the only airline with a satisfaction level under 4.0.
Long Haul Flights First/Business Class
2S07
5
4,69
4,74
4,68
4,65
4,54
4,52
4,53
4,66
4,61
4,51
2S08
4,48
4,25
4,51
4,46
4,43
4,43
4,32
4,20
4
3
Total
Korean Air
Continental
Northwest
Air France
Czech Airlines
KLM
Delta
Alitalia
AeroMexico and Aeroflot are not displayed due to a base <50.
Long Haul Flights Economy Class
5
4.57
4.62
4.52
4.55
4.48
4.38
4.40
4.35
4.32
4.40
4.37
4.20
4
4.39
4.30
4.25
4.22
4.17
4.24
4.20
4.16
3.97
3.94
3
Total
Korean Air
Czech
Airlines
Air France
KLM
Continental
Delta
AeroMexico
Aeroflot
Northwest
Alitalia
44
Q21-1 Overall satisfaction with the Short Haul in-flight experience:
analyzed by Class and Operating Airline.
A small satisfaction increase on short Haul flights for First / Business Class from S2 2007 to S2 2008 (+0.1): The
only two significant evolutions are increases for Continental and Air France (both + 0.21). For Economy Class
passengers, the only significant evolutions is an increase for Continental (+0.30).
Short Haul Flights First/Business Class
2S07
5
4.68
4.55
2S08
4.64
4.40
4.55
4.47
4.45
4.40
4.50
4.47
3.98
4.33
4.19
4
3.94
3
Total
Continental
Alitalia
Air France
Czech Airlines
KLM
Northwest
AeroMexico, Aeroflot, Korean Air and Delta are not displayed due to a base <50.
Short Haul Flights Economy Class
5
4.51
4.36
4.50
4
4.47
4.47
4.46
4.43
4.32
4.45
4.40
4.38
4.42
4.37
4.37
4.37
4.26
4.26
4.07
4.13
4.13
3
Total
Korean Air
Delta is not displayed due to a base <50.
Aeroflot
Czech
Airlines
Air France
KLM
AeroMexico
Continental
Northwest
Alitalia
45
SkyTeam Alliance
Appendices
Alliance Awareness analyzed by marketing Airline
Q24 – Prior to this trip, were you aware of the SkyTeam alliance?
The percentage of customers aware of the SkyTeam alliance does vary significantly according to the Marketing
airline. Passengers who purchased their tickets from Alitalia and China Southern have a much lower awareness
than other Marketing airlines (respectively 43.8% and 38.3%, the average being 51.8%).
100%
90%
80%
Mean: 51.8%
60%
50%
40%
30%
66.6%
62.5%
58.9%
58.7%
58.4%
57.1%
55.9%
49.1%
20%
48.7%
46.9%
46.5%
45.8%
43.8%
38.3%
30.9%
10%
r
O
th
e
er
n
th
So
u
Ch
i
na
Al
ita
lia
t
Ae
ro
flo
a
op
Eu
r
A
a
Co
p
Ai
r
irl
in
es
De
lt a
al
en
t
t in
Co
n
ya
Ke
n
KL
M
Ai
rw
ay
s
in
es
Ai
rl
w
es
t
th
No
r
Cz
ec
h
ir
A
ea
n
Ko
r
Ai
r
Fr
an
ce
0%
Ae
ro
m
ex
ic
o
Percentage Yes
70%
47
Overall rating SkyTeam benefits
Q25-8 Your overall satisfaction with SkyTeam alliance benefits: analyzed by Marketing Airline
There are significant differences in customer satisfaction depending on the Marketing airline considered. Continental
is leading the way and is closely followed by Copa Airlines. Kenya Airways, China Southern, Delta and Aeroflot all
have mean scores of 4.10 or above. KLM, Air Europa, Air France and Alitalia have lower mean scores due to a
smaller proportion of “very satisfied” passengers.
Respondent base: Aware of SkyTeam before the trip
40%
30%
20%
10%
1% 3%
Total
Copa Airlines
20%
14%
30%
1% 2%
16%
Delta
1% 4%
15%
1% 1%
Aeromexico
2%
Northwest
Czech Airlines
1% 3%
Korean Air
1% 3%
2%
Aeroflot
KLM
20%
2%
20%
Air France
2%
18%
1%
8%
4%
Not at all satisfied
4.13
4.12
4.11
36%
4.07
32%
4.01
27%
3.99
29%
45%
3.97
30%
52%
3.94
23%
53%
3.94
23%
57%
3.89
20%
47%
Not satisfied
4.18
39%
46%
24%
4.27
36%
51%
3.77
20%
Neither satisfied,
nor dissatisfied
Mean
4.31
31%
45%
100%
4.02
41%
42%
24%
90%
49%
42%
20%
80%
30%
45%
19%
1% 3%
70%
58%
20%
Air Europa
60%
46%
22%
4%
50%
35%
3% 7%
China Southern
40%
47%
1% 12%
Kenya Airways
Alitalia
10%
19%
1%1%
Continental
0%
Satisfied
Very satisfied
48
Detailed Elite (Plus) benefits.
Q23-1 Priority check-in at dedicated counters analyzed by Operating airline
Continental remains the leader regarding this benefit (4.56), followed by Korean Air (4.36) and Copa Airlines
(4.35). Alitalia and Aeroflot stand out with scores significantly lower than the average.
5
Mean: 4.18
4
4.56
4.36
4.35
4.25
3
4.25
4.12
4.09
4.05
4.04
3.94
3.93
3.84
3.77
3.70
lia
A
lit
a
t
er
of
lo
A
ir
E
A
A
en
ya
ur
op
a
ay
s
irw
el
ta
D
K
ir
Fr
an
ce
A
er
om
ex
ic
o
A
ne
s
irl
i
A
ze
ch
C
or
t
hw
es
t
n
N
So
ut
he
r
LM
C
hi
na
A
K
irl
in
es
ir
A
op
a
C
or
ea
n
K
C
on
tin
en
ta
l
2
49
Detailed Elite (Plus) benefits.
Q23-2 Priority baggage handling analyzed by Operating airline.
Only four airlines show scores above 4.0: Continental, which remains the leader in priority baggage handling for
Elite/Elite+ passengers, Korean Air, China southern and Copa Airlines. With mean scores close to 3.50, Air Europa,
Aeroflot and Alitalia are significantly lower than the other operating airlines.
5
Mean: 3.99
4
4.51
4.22
3
4.12
4.12
3.97
3.96
3.80
3.79
3.76
3.76
3.73
3.55
3.54
3.50
lia
A
lit
a
t
er
of
lo
ir
E
A
A
ur
op
a
el
ta
D
K
LM
A
N
or
t
hw
es
t
irl
in
es
A
er
om
ex
ic
C
o
ze
ch
A
irl
in
es
A
ir
Fr
an
ce
K
en
ya
A
irw
ay
s
C
op
a
So
ut
he
r
n
ir
A
C
hi
na
or
ea
n
K
C
on
tin
en
ta
l
2
50
Detailed Elite (Plus) benefits.
Q23-3 Priority boarding for this trip analyzed by Operating airline
Satisfaction of Elite/Elite+ passengers with priority boarding is linked to the operating airlines.
Five airlines stand out with scores below 3.5: Kenya Airways, Czech Airlines, Alitalia, Aeroflot and Air Europa,
while Continental is still clearly the leader on this benefit with a mean score of 4.55.
5
Mean: 3.98
4
4.55
4.37
4.24
3
4.18
4.11
4.08
3.95
3.81
3.66
3.44
3.36
3.26
3.23
3.18
ur
op
a
ir
E
t
A
er
of
lo
A
lit
al
ia
A
ir
Fr
an
ce
K
en
ya
A
irw
ay
C
s
ze
ch
A
irl
in
es
A
el
ta
D
er
om
ex
ic
o
n
A
So
ut
he
r
LM
K
hi
na
C
ir
K
or
ea
n
A
es
t
hw
or
t
N
A
op
a
C
C
on
tin
en
ta
l
irl
in
es
2
51
Detailed Elite (Plus) benefits.
Q23-4 Preferred seating on this trip analyzed by Operating airline.
On the preferred seating benefit, Continental obtains the best score, significantly ahead of a group of airlines with
mean scores greater than 4.0: Copa Airlines, China Southern, Northwest and KLM. The other airlines obtain “fair”
scores. Alitalia, Aeroflot and Air Europa are further behind with mean scores under the 3.5 threshold.
5
Mean: 4.00
4
4.56
4.26
3
4.17
4.16
4.08
4.00
3.91
3.81
3.77
3.68
3.64
3.48
3.48
3.44
ur
op
a
ir
E
er
of
lo
A
lit
al
ia
A
t
A
A
el
ta
D
ir
K
or
ea
n
A
LM
K
or
th
w
es
t
n
N
So
ut
he
r
er
om
ex
ic
C
o
ze
ch
A
irl
in
es
A
ir
Fr
an
ce
K
en
ya
A
irw
ay
s
C
hi
na
A
op
a
C
C
on
tin
en
ta
l
irl
in
es
2
52
Detailed Elite (Plus) benefits.
Q23-5 Special recognition from cabin crew on board when traveling in First / Business class, analyzed
by Operating airline.
Continental and Copa Airlines are the leaders on the special recognition from cabin crew. Four other airlines, Korean
Air, China Southern, KLM and Czech Airlines obtain a score higher than 4.0. Alitalia is very detached from the others
(3.28).
5
Mean: 4.04
4
4,42
3
4,41
4,30
4,26
4,16
4,10
3,98
3,88
3,74
3,73
3,73
3,73
3,28
lit
al
ia
A
t
er
of
lo
A
ir
Eu
ro
pa
A
ir
Fr
an
ce
A
el
ta
D
es
t
or
th
w
N
er
om
ex
ic
o
irl
i
A
ze
ch
A
ne
s
LM
K
C
C
on
tin
en
ta
l
C
op
a
A
irl
in
es
K
or
ea
n
A
C
ir
hi
na
So
ut
he
rn
2
Kenya Airways is not displayed due to a base <50.
53
Detailed Elite (Plus) benefits.
Q23-1 Priority check-in at dedicated counters analyzed by check-in airport.
On the whole, satisfaction on the priority check-in benefit maintains a high level in the different check-in airports
(overall mean score of 4.18). Guam stands out (“very good” mean score), followed by Beijing, while Malaga, Madrid
and in particular Moscow have significantly lower scores than the other airports (below 4.0).
5
Mean: 4.18
4
4.77
4.46
4.32
4.32
4.29
4.30
4.27
4.28
4.26
4.26
3
4.23
4.24
4.20
4.18
4.09
4.06
4.02
3.88
3.85
3.30
os
co
w
M
ad
rid
M
al
ag
a
M
ex
ic
o
M
Pa
ris
e
Am
Ro
m
e
st
er
da
m
Ho
us
to
n
t
Pr
ag
u
De
tro
i
Ne
w
ar
Lo
k
s
An
ge
le
s
Yo
rk
Ca
nt
on
Ne
w
ky
o
To
nt
a
At
la
Se
ou
Pa
l
na
m
a
Ci
ty
Be
iji
ng
Yo
rk
JF
K
Ne
w
G
ua
m
2
Minneapolis, Valencia, Milan, Barcelona and Nairobi are not displayed due to a base <50
54
Detailed Elite (Plus) benefits.
Q23-2 Priority baggage handling analyzed by check-in airport.
Guam and Houston are the leaders in terms of priority baggage handling, while Madrid and Moscow have the
lowest mean scores and are rather detached from the other airports.
5
Mean: 3.99
4
4.68
4.35
3
4.21
4.19
4.15
4.14
4.13
4.10
4.08
4.06
4.06
4.02
3.91
3.81
3.76
3.74
3.74
3.72
3.53
3.25
os
co
w
M
id
ad
r
M
ex
ic
o
M
al
ag
a
M
Pa
ris
e
Ro
m
nt
a
At
la
e
t
Minneapolis, Valencia, Milan, Barcelona and Nairobi are not displayed due to a base <50
Pr
ag
u
De
tro
i
Be
iji
ng
Lo
s
An
ge
le
Pa
s
na
m
a
Ci
ty
Am
st
er
da
Ne
m
w
Yo
rk
JF
K
to
n
Ca
n
ky
o
To
l
Se
ou
Ne
w
ar
k
to
n
Yo
rk
Ho
us
Ne
w
G
ua
m
2
55
Detailed Elite (Plus) benefits.
Q23-3 Priority boarding for this trip analyzed by check-in airport
Guam and Houston obtain the best “very good” scores for the priority boarding. Prague, Paris, Madrid, Rome and
Malaga have scores between 3.5 and 3.0. Moscow is further behind the other check-in airports, with a satisfaction
score from their Elite/Elite+ passengers well below 3.0.
5
Mean: 3.98
4
4.64
4.57
4.34
4.31
4.30
3
4.24
4.19
4.18
4.13
4.11
4.09
4.06
3.97
3.84
3.50
3.47
3.28
3.24
3.10
2.82
os
co
w
M
e
al
ag
a
M
Ro
m
id
ad
r
M
Pa
ris
e
Pr
ag
u
Be
iji
ng
M
ex
ic
o
nt
a
Am
At
la
l
to
n
Ca
n
Se
ou
ky
o
To
t
De
tro
i
Ne
w
ar
Lo
k
s
An
ge
le
s
st
er
da
Ne
m
w
Yo
rk
JF
K
Ne
w
Yo
rk
a
Ci
ty
to
n
Pa
na
m
Ho
us
G
ua
m
2
Minneapolis, Valencia, Milan, Barcelona and Nairobi are not displayed due to a base <50
56
Detailed Elite (Plus) benefits.
Q23-4 Preferred seating on this trip analyzed by check-in airport.
Overall, satisfaction is good for over half of the airports with clearly Guam in the lead. Madrid, Paris, Rome,
Moscow and Malaga are detached from the other airports, with mean scores of between 3.54 and 3.29.
5
Mean: 4.00
4
4.64
4.28
4.27
4.25
3
4.20
4.17
4.17
4.12
4.08
4.05
4.02
3.95
3.95
3.83
3.81
3.54
3.52
3.41
3.33
3.29
2
k
m
ar
ua
w
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Ne
k
r
Yo
w
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yo
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jin
i
Be
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it
on
on
o
le
ity
t
am
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r
e
t
s
C
d
n
g
u
a
er
De
Ca
An
m
Ho
st
a
s
n
Am
Lo
Pa
ou
Se
l
a
K
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ic
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g
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A
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M
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Minneapolis, Valencia, Milan, Barcelona and Nairobi are not displayed due to a base <50
id
M
r
ad
ris
a
P
m
Ro
e
M
w
co
s
o
M
a
ag
l
a
57
Q11-2 Wait time to speak with reservation agent: analyzed by airline phone
reservation service
On average, 9% of concerned passengers are dissatisfied with the wait time to speak with the reservation agent.
Improvements should be made to reduce this proportion. Copa Airlines is significantly above the overall mean
score, with a high proportion of “very satisfied” passengers, followed by Czech Airlines and Continental. Aeroflot,
Alitalia and AeroMexico are ranked at the bottom because of a relatively high proportion of dissatisfied passengers.
Respondent base: Passengers who used the airline phone reservation service
50%
40%
30%
Wait time to speak
with reservation agent
20%
10%
4% 5%
0%
20%
14%
1% 2%
Czech Airlines
18%
3%4%
Continental
1% 2%
China Southern
2%
Air Europa
4%
2%
Delta
2%
Northwest
8%
9%
4% 4%
15%
7%
7%
Aeroflot
14%
Alitalia
12%
7%
18%
31%
35%
4.29
4.25
4.23
42%
4.16
38%
4.06
4.06
4.01
39%
46%
3.96
31%
50%
3.79
26%
30%
3.73
34%
36%
3.51
25%
3.49
27%
Neither satisfied,
nor dissatisfied
Mean
4.47
41%
37%
90%
4.02
43%
43%
24%
Not satisfied
80%
52%
10%
17%
Not at all satisfied
Kenya Airways is not displayed due to a base <50.
8%
12%
7%
32%
17%
70%
53%
40%
Air France
KLM
27%
12%
14%
60%
55%
42%
3% 7%
50%
39%
13%
Korean Air
40%
37%
10%
5%
30%
38%
8%
Copa Airlines
Aeromexico
10%
Satisfied
Very satisfied
58
Q11-3 Information given on SkyTeam connection and route options: analyzed
by airline phone reservation service
Satisfaction with information given on SkyTeam connections & route options remains “good” for most airlines’
phone reservation services. KLM, AeroMexico and Alitalia are the only companies with scores below 4.0.
Respondent base: Passengers who used the airline phone reservation service
40%
30%
20%
Information given on Skyteam
connection and route options
2%
10%
0%
3%
14%
Copa Airlines
2%
15%
Continental
1%
3% 8%
10%
20%
30%
40%
50%
60%
36%
70%
80%
4.39
58%
32%
Mean
4.19
45%
25%
90%
4.38
56%
Korean Air
1% 2% 11%
36%
49%
4.30
Delta
1% 2% 12%
37%
48%
4.29
1%
China Southern
Aeroflot
1%
2%
Czech Airlines
3%
Northwest
3%
Air France
3%
Alitalia
2%
20%
2%
11%
11%
Not at all satisfied
Kenya Airways is not displayed due to a base <50.
43%
25%
11%
36%
19%
Not satisfied
4.25
40%
4.22
4.21
4.20
46%
27%
4.13
47%
49%
23%
10%
43%
53%
13%
34%
5%
Aeromexico
14%
5%
3%
41%
16%
7%
2%
Air Europa
KLM
14%
4.08
33%
3.96
40%
37%
37%
Neither satisfied,
nor dissatisfied
3.93
38%
3.86
32%
Satisfied
Very satisfied
59
Q11-4 Friendliness of staff: analyzed by airline phone reservation service
Staff friendliness on the phone reservation service is “good” for all airlines (above 4.0). Copa Airlines,
Continental, Delta and Czech Airlines exceed the 4.5 threshold, while Alitalia is a little bit detached at the bottom
of the ranking.
Respondent base: Passengers who used the airline phone reservation service
30%
20%
10%
0%
10%
1% 2% 7%
Friendliness of staff
2%
Copa Airlines
1% 1%1%
Continental
2% 6%
Delta
2% 9%
Czech Airlines
20%
Korean Air
1%
17%
26%
24%
KLM
Alitalia
2%
4%
12%
1%
9%
4%
12%
Not at all satisfied
Kenya Airways is not displayed due to a base <50.
4.76
4.56
4.52
4.50
58%
4.50
61%
4.49
61%
34%
4.47
58%
38%
4.46
54%
40%
4.44
53%
22%
4.39
61%
39%
Not satisfied
4.37
50%
37%
4.17
44%
Neither satisfied,
nor dissatisfied
Mean
4.71
36%
1% 1%5%
100%
4.49
65%
Aeroflot
1%
90%
66%
31%
Northwest
80%
79%
1% 1% 6%
1%6%
70%
78%
Air Europa
China Southern
60%
20%
31%
8%
50%
61%
6%
Air France
40%
30%
1% 1%5%
Aeromexico
30%
Satisfied
Very satisfied
60
Q11-5 Efficiency of staff: analyzed by airline phone reservation service
Efficiency of phone reservation service staff is rarely questioned, and all companies obtain satisfactory results,
even though KLM and Alitalia are slightly detached from other airlines.
Respondent base: Passengers who used the airline phone reservation service
30%
20%
10%
2%
Efficiency of staff
0%
3%
2%
2%
2%
Copa Airlines
4%
10%
Korean Air
1% 1% 8%
Air Europa
1% 2% 7%
Czech Airlines
1% 2%
14%
China Southern
1% 1% 9%
Aeroflot
2% 1% 11%
3%
Air France
1% 2%
Aeromexico
3%
KLM
Alitalia
3%
3%
6% 4%
4%
14%
Not at all satisfied
Kenya Airways is not displayed due to a base <50.
50%
60%
70%
80%
90%
29%
4.47
4.45
68%
34%
4.44
56%
31%
4.44
59%
22%
4.41
62%
39%
4.36
50%
34%
4.34
53%
38%
4.30
50%
36%
4.27
48%
25%
4.25
56%
50%
Not satisfied
4.15
38%
35%
4.14
44%
Neither satisfied,
nor dissatisfied
Mean
4.60
61%
16%
100%
4.37
57%
74%
13%
13%
40%
20%
2% 7%
4%
30%
30%
2% 1% 7%
Delta
20%
2% 9%
Continental
Northwest
10%
Satisfied
Very satisfied
61
Q14-2 Information about SkyTeam connections and route options: analyzed by
airline website
Information provided on Airline websites about SkyTeam connections and route options is satisfactory overall, even
if some differences appear depending on the website used: 55% of the concerned passengers are very satisfied
with information provided by Copa Airlines. On the other hand, 4 airlines have mean scores below 4.0 and Alitalia is
rather detached from the others with a mean of only 3.68.
Respondent base: Passengers who used the airline web site
40%
Information about Skyteam
connections and route options
0%
10%
20%
30%
10%
18%
1% 4%
10%
Copa Airlines
1%
Aeromexico
3%
Continental
4%
Korean Air
20%
29%
Aeroflot
38%
China Southern
9%
KLM
1% 6%
Air Europa
3%
Alitalia
4% 8%
4%
Kenya Airways is not displayed due to a base <50.
4.16
4.15
4.15
4.15
41%
4.10
39%
4.02
30%
3.95
31%
43%
20%
50%
24%
3.90
21%
52%
20%
3.82
Not satisfied
3.68
22%
40%
26%
Not at all satisfied
4.22
37%
46%
17%
4.45
43%
18%
21%
4.08
38%
37%
Mean
4.27
46%
39%
3%
100%
37%
43%
17%
Air France
90%
48%
2% 2%
1% 4%
80%
49%
15%
Northwest
70%
55%
5%
1%
Delta
60%
50%
34%
30%
1% 3% 12%
Czech Airlines
40%
40%
20%
15%
30%
20%
Neither satisfied,
nor dissatisfied
Satisfied
Very satisfied
62
Q14-3 User-friendly navigation, ease of use: analyzed by airline website
Generally, passengers are satisfied with the user-friendliness of the airline websites, resulting in a “good” mean score.
Copa Airlines is in the lead followed by Continental, while Alitalia is slightly lower than the others (below the 4.0
threshold).
Respondent base: Passengers who used the airline web site
40%
30%
20%
User-friendly navigation,
ease of use
10%
1% 3%
0%
10%
1% 1%6%
Continental
3% 11%
Czech Airlines
Northwest
1% 2%
15%
Aeromexico
2%
16%
China Southern
20%
13%
Copa Airlines
30%
2%
Air France
1% 2%
14%
Delta
5%
12%
1%
Air Europa
1%
3%
7%
16%
3%
28%
37%
39%
Kenya Airways is not displayed due to a base <50.
100%
Mean
4.22
4.46
47%
4.30
47%
4.24
42%
57%
4.22
4.22
34%
48%
4.21
37%
4.17
38%
4.15
35%
45%
37%
4.15
46%
35%
4.09
39%
Not satisfied
90%
55%
47%
20%
80%
4.52
48%
19%
70%
62%
43%
14%
Not at all satisfied
60%
41%
Korean Air
2%
50%
42%
35%
1% 13%
KLM
40%
42%
1% 2% 7%
Aeroflot
Alitalia
10%
4.01
30%
3.95
32%
Neither satisfied,
nor dissatisfied
Satisfied
Very satisfied
63
Q17-1 Overall satisfaction with the airport experience: by check-in airport.
Overall satisfaction with the airport experience is satisfactory for the two thirds of check-in airports. However
this semester, ten airports are below the 4.0 threshold. Rome, Barcelona and especially Moscow are rather
detached from the other airlines.
5
Mean score
Mean: 4.07
4
4.50 4.44 4.42
4.39 4.32
4.30 4.30 4.28 4.22
4.17 4.15 4.14 4.11
4.07 4.06 4.05
3.98 3.93 3.91 3.91 3.91
3.89 3.86
3.75 3.70
3.23
H
Pa ous
na to
m n
a
Ci
ty
Se
ou
l
D
et
ro
A it
tla
n
Pr ta
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ag
in
ne ue
A ap o
m
st lis
er
da
B m
ei
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jin
ew
g
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u
rk
a
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ew
ar
k
To
ky
C o
an
to
n
M
il
C an
Lo an
c
s
An un
N
ew
g
Yo eles
rk
JF
M K
ex
ic
Sa
o
M
nt
a
o
d
Do rid
m
in
Va go
le
nc
ia
Pa
r
M is
al
ag
a
R
B om
ar
ce e
lo
M na
os
co
w
3
Nairobi is not displayed due to a base <50
64
Q17-2 Signs directing you to the check-in area: by check-in airport.
Regarding the signs directing passengers to the check-in area, Houston remains the best check-in airport, closely
followed by Detroit and Panama City. Nine airports have scores below the 4.0 threshold and four are somewhat
detached from the others with scores below 3.9 : Paris, Malaga, Rome and Moscow.
Mean score
5
Mean: 4.10
4
4.53
4.43 4.36
4.35 4.35 4.35 4.35
4.19 4.13 4.12 4.11
4.09 4.05 4.03 4.03 4.03 4.03
3.97 3.94 3.92 3.90 3.90
3.85 3.80
3.72 3.67
e
na tro
it
m
a
Ci
Pr ty
a
A
N
ew ms gue
Yo ter
rk da
N m
M ew
in
a
ne rk
ap
ol
is
Se
o
C ul
an
cu
n
G
ua
m
B
ei
jin
A g
tla
Va nta
le
nc
ia
N
ew To
Yo kyo
Lo rk
J
s
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ge
le
s
C
an
to
Sa
n
nt Ma
o
d
Do rid
m
in
go
M
ila
M n
ex
B
ar ico
ce
lo
na
Pa
r
M is
al
ag
a
R
om
M
os e
co
w
D
Pa
H
ou
s
to
n
3
Nairobi is not displayed due to a base <50
65
Q17-3 Signs directing you to the lounge: by check-in airport.
The majority of airports don’t reach the 4.0 threshold for the signs directing you to the lounge. Houston obtains
the best score whereas Madrid, Mexico, Rome, Moscow and Malaga occupy the last 5 places with mean scores
below 3.7.
Mean score
5
Mean: 3.95
4
4.29
4.19 4.18 4.17 4.16 4.15 4.11
4.10 4.07 4.06 4.03
3.99 3.98 3.95 3.92 3.92
3.90
3.80 3.77
3.69 3.66
3.53
3.42
3.26
ta
D
tla
n
A
et
ro
it
Se
ou
l
B
ei
jin
Pr g
ag
A
ue
m
st
e
rd
M
N
i
ew nn am
e
Y o ap
ol
rk
N is
ew
ar
C k
an
to
n
M
ila
n
C
an
cu
n
P a To
na kyo
m
N
ew a C
Yo ity
rk
JF
K
G
Lo
ua
s
An m
ge
le
s
Pa
B
ar ris
ce
lo
na
M
ad
ri
M d
ex
ic
o
R
om
e
M
os
co
w
M
al
ag
a
H
ou
s
to
n
3
Nairobi is not displayed due to a base <50
66
Q17-4 Wait time for check-in: by check-in airport.
Satisfaction with the wait time for check-in varies according to the airport, half of the airports obtain mean
scores between 4.0 and 4.5. Houston stands out with the best score (4.58) and Moscow stands out with a score
that is far detached from the other airports (3.13).
Mean score
5
Mean: 4.01
4
4.58
4.39 4.39 4.33
4.29 4.28 4.25
4.21 4.20 4.17 4.16 4.13
4.09 4.07
3.98 3.98 3.97 3.96 3.94
3.89 3.82
3.74
3.65
3.52 3.49
3.13
H
ou
s
to
n
M Atla
in
ne nta
ap
ol
i
D s
et
ro
it
M
ila
n
P
Pa ra
N
ew na gue
m
Yo a
rk Cit
y
N
ew
ar
k
A Se
o
m
st u l
er
da
m
Lo Gu
s
a
An m
ge
le
s
To
ky
o
N
C
ew an
Yo ton
rk
J
V a FK
le
nc
Sa
ia
nt Be
o
i
Do jing
m
in
go
C
an
cu
n
R
om
M e
ad
ri
M d
al
ag
a
P
a
B
ar ris
ce
lo
n
M a
ex
M ico
os
co
w
3
Nairobi is not displayed due to a base <50
67
Q17-5 Efficiency of check-in process: by check-in airport.
Almost all airports are showing “good” passenger satisfaction for the efficiency of the check-in process, except
Moscow which is detached for the others.
5
Mean score
Mean: 4.13
4
4.68
4.43 4.41 4.37
4.34 4.34 4.34 4.27
4.25 4.24 4.20 4.20 4.20 4.18
4.15 4.14 4.13 4.10
4.07 4.06 4.00
3.99 3.95 3.94 3.91
3.49
H
Pa ous
na to
m n
a
Ci
t
A y
tla
nt
a
Se
ou
Pr l
ag
ue
D
M
in etro
ne
i
ap t
N
ol
ew
is
Yo G
rk uam
N
ew
ar
k
M
A
m ila
s
n
Lo ter
d
s
An am
ge
Va les
le
nc
ia
To
ky
M o
al
ag
B a
ei
ji
C ng
an
cu
n
N
ew Can
Yo ton
rk
JF
M K
ad
ri
M d
ex
ic
o
R
o
Sa Bar m e
nt ce
l
o
Do ona
m
in
go
Pa
M ris
os
co
w
3
Nairobi is not displayed due to a base <50
68
Q17-6 Friendliness of check-in staff: by check-in airport.
Friendliness of check-in staff obtains high levels of satisfaction for all airports and the overall mean score is at
4.27. Only Moscow stays below the 4.0 “good” threshold.
5
Mean score
Mean: 4.27
4
4.71
4.48 4.47 4.45 4.43
4.36 4.34 4.32 4.31 4.28 4.28
4.27 4.26 4.24 4.24 4.23 4.22 4.21
4.18 4.18 4.14 4.14 4.10
4.05 4.02
3.79
e
na ijin
g
m
a
Ci
t
A y
tla
nt
a
Se
o
P r ul
a
A
m gu
e
s
Lo ter
d
s
An am
ge
le
s
D
M
e
in tro
ne
i
ap t
o
Va lis
le
nc
ia
M
ila
n
Pa
r
M is
ex
ic
o
G
ua
m
To
ky
o
R
om
e
N
ew Ma
N
ew Y lag
a
o
Yo rk
rk JF
K
N
ew
ar
C k
an
to
M n
ad
r
Sa
C id
nt
an
o
Do cun
m
B i ng
ar
ce o
lo
M na
os
co
w
B
Pa
H
ou
s
to
n
3
Nairobi is not displayed due to a base <50
69
Q17-7 Language skills of check-in staff: by check-in airport.
High satisfaction scores are observed for all airports on the language skills of check-in staff, except for Cancun
and Moscow which have a satisfaction score below the 4.0 threshold.
5
Mean score
Mean: 4.26
4
4.73
4.58
4.46 4.44 4.44 4.42 4.41
4.37 4.35 4.33 4.31 4.29
4.28 4.28 4.24 4.21
4.20 4.18 4.18 4.14 4.13
4.06 4.05 4.04
3.82 3.77
H
Pa ous
na to
m n
a
Ci
t
A y
tla
nt
a
Se
ou
l
M
ila
n
M Det
in
r
ne oit
a
N Los po
ew
A lis
Y o ng
rk ele
s
N
A ewa
m
st rk
er
da
B m
ei
jin
g
G
ua
m
Pa
r
M is
ex
ic
Pr o
ag
B
ar ue
ce
lo
na
R
om
e
N
ew To
Yo kyo
rk
JF
Sa
K
nt Ma
o
d
Do rid
m
in
g
M o
al
ag
a
C
an
Va ton
le
nc
ia
C
an
c
M un
os
co
w
3
Nairobi is not displayed due to a base <50
70
Q17-8 Efficiency of boarding process: by check-in airport.
About two thirds of check-in airports obtain good satisfaction scores on the boarding process efficiency. Houston
and Atlanta are in the lead, slightly above a second group of 4 airports with mean scores above 4.3. At the other
end of the scale, Mexico, Milan, Paris, Valencia, Madrid, Barcelona, Moscow and Rome have the lowest scores
(below 4.0).
5
Mean score
Mean: 4.11
4
4.71
4.50
4.37 4.37 4.35 4.34 4.29
4.24 4.23 4.19 4.18
4.16 4.16 4.15 4.14 4.09
4.06 4.01
3.91 3.90 3.87 3.84
3.82 3.80 3.78
3.73
ta
Se
tla
n
A
ou
G l
ua
m
Pa D e
na tro
it
m
a
M
N
ew inn City
Y o eap
o
rk
N lis
L o ew
a
s
An rk
ge
le
s
N
P
ew ra
Yo gue
rk
JF
B K
ei
ji
C ng
an
cu
n
To
A
m ky
o
st
er
da
C m
an
to
Sa
n
M
nt
a
o
l
Do aga
m
in
g
M o
ex
ic
o
M
ila
n
Pa
Va ris
le
nc
i
M a
ad
B
ar rid
ce
lo
M na
os
co
w
R
om
e
H
ou
s
to
n
3
Nairobi is not displayed due to a base <50
71
Q17-9 On time departure: by check-in airport.
Overall, satisfaction with the on-time departure is only at a “fair” level (mean score of 3.85). It is clearly dependent
on the check-in airport used by passengers: Houston leads the whole, and thirteen other airports exceed the 4.0
threshold for a “good” score. On the other hand, Moscow, Barcelona, Mexico, Paris, Madrid, Rome and New York JFK
are somewhat detached and obtain relatively “poor” results (between 3.12 and 3.55).
Mean score
5
4
Mean: 3.85
4.77
4.46 4.40
4.35 4.32 4.27
4.24 4.21
4.16 4.15 4.13 4.08
4.05 4.01
3.97 3.96 3.89
3.88
3.78
3.55 3.49
3.46 3.42
3.34
3.20 3.12
H
ou
s
to
n
G
ua
m
A
tla
nt
a
B
Pa
ei
na jin
g
m
a
Ci
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an
to
n
D
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et
r
s
An oit
ge
le
M s
al
ag
a
M To
k
in
ne yo
ap
ol
is
Se
o
Sa
C ul
an
n
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ew D cun
o
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rk ing
o
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ew
ar
k
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A
m ila
st
n
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da
Va m
le
nc
Pr ia
ag
M ue
os
c
B
ar ow
ce
lo
n
M a
ex
ic
o
Pa
r
M is
ad
rid
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ew Ro
Yo m e
rk
JF
K
3
Nairobi is not displayed due to a base <50
72
Q17-10 Information about the delay from airline gate staff: by check-in
airport.
Passenger satisfaction with the information about the delay from airline gate staff is generally low, with an
exception being the very good score for Houston. For 9 airports (Malaga, Amsterdam, Barcelona, Paris, Milan,
Mexico, Moscow, Madrid and Rome) the results can be considered as “poor” (means between 3.0 and 3.5).
5
4
Mean score
Mean: 3.59
4.68
4.17 4.13 4.10
4.04 4.01
3.90 3.89 3.85 3.80
3
3.66 3.63
3.53
3.38 3.35 3.33
3.26 3.20 3.17
3.09 3.03 3.02
e
om
R
et
na roit
m
N
ew a C
ity
N
ew Yo
r
Yo k J
FK
rk
N
ew
ar
k
Pr
ag
ue
M
al
ag
A
m
a
st
er
da
B
m
ar
ce
lo
na
Pa
ris
M
ila
n
M
ex
ic
o
M
os
co
w
M
ad
rid
D
Pa
ky
o
To
an
t
on
ng
Nairobi is not displayed due to a base <50
C
ei
ji
B
el
es
ou
l
An
g
s
Se
ta
m
tla
n
A
G
ua
Lo
H
ou
s
to
n
2
73
Q19-1 Overall airport lounge experience: by check-in airport
The passenger lounge experience reaches a “good” level of satisfaction for about two thirds of airports.
Furthermore, the perception of the service quality is relatively homogeneous across the majority of the airports (11
airports within a mean score range of 0.16). Seoul obtains the highest score (4.32) followed by Detroit, whereas
Rome and Moscow check-in airports are clearly behind the others (“poor” mean scores).
Respondent base: Passengers who visited an airport lounge before boarding the flight or during a connection
5
Mean: 3.97
Mean score
4
4.32
3
4.29
4.16
4.15
4.14
4.13
4.08
4.06
4.04
4.04
4.03
4.00
4.00
3.84
3.75
3.75
3.55
3.37
3.28
w
co
e
M
os
om
R
ou
s
to
n
ng
H
ei
ji
B
ic
o
M
ex
rid
M
ad
el
es
K
An
g
JF
Lo
s
rk
N
ew
Yo
C
an
t
on
m
G
ua
ris
Pa
ew
ar
k
A
tla
nt
A
a
m
st
er
da
m
N
Ci
ty
N
ew
Yo
rk
ky
o
na
m
a
Pa
To
et
ro
it
Pr
ag
ue
D
Se
ou
l
2
Malaga, Milan, Barcelona, Valencia and Nairobi are not displayed due to a base <50
74
Q19-2 Friendliness of lounge staff: by check-in airport
Friendliness of lounge staff is “good” for nearly all airports, with results above 4.0, and especially acknowledged
by passengers at Panama City, Seoul and Detroit airports. Passengers checking in at Moscow are the least
satisfied.
Respondent base: Passengers who visited an airport lounge before boarding the flight or during a connection
5
Mean: 4.10
Mean score
4
4.40
4.39
4.35
4.25
4.23
4.18
3
4.18
4.18
4.17
4.11
4.10
4.10
4.07
4.02
3.96
3.92
3.84
3.81
3.66
w
co
M
os
e
ic
o
M
ex
om
R
rid
M
ad
ky
o
m
st
er
da
m
B
ei
jin
g
A
To
el
es
s
Lo
N
ew
Yo
rk
An
g
JF
K
ris
Pa
ew
ar
k
Pr
ag
ue
N
ew
Yo
rk
N
ou
s
to
n
m
H
G
ua
C
an
t
on
ta
tla
n
A
et
ro
it
D
ou
l
Se
Pa
na
m
a
Ci
ty
2
Malaga, Milan, Barcelona, Valencia, Minneapolis and Nairobi are not displayed due to a base <50
75
Q19-3 Comfort and spaciousness of the lounge: by check-in airport
More than half of the airports reach a “good” mean score of 4.0 or more on this attribute. Mexico, Houston,
Rome and Moscow are detached from the others with “poor” mean scores below 3.5.
Respondent base: Passengers who visited an airport lounge before boarding the flight or during a connection
5
Mean: 3.95
Mean score
4
4.36
4.29
4.25
3
4.25
4.15
4.04
4.03
4.02
4.02
4.00
3.96
3.94
3.91
3.90
3.87
3.48
3.39
3.30
3.11
w
co
e
om
R
M
os
H
ou
s
to
n
ic
o
M
ex
rid
M
ad
m
m
st
er
da
Pa
m
na
m
a
Ci
ty
B
ei
jin
g
on
an
t
C
el
es
G
ua
A
s
rk
Lo
Yo
ew
N
An
g
JF
K
ris
Pa
et
ro
it
Pr
ag
ue
A
tla
nt
a
D
ew
ar
k
To
ky
o
N
ew
Yo
rk
N
Se
ou
l
2
Malaga, Milan, Barcelona, Valencia, Minneapolis and Nairobi are not displayed due to a base <50
76
Q19-4 Internet facilities: by check-in airport
Guam is the clear leader in terms of satisfaction regarding the Internet facilities provided in the airport lounge. 4
airports stand out with “poor” or “very poor” scores for the lounge Internet facilities, those being Paris, Madrid,
Moscow and Rome.
Respondent base: Passengers who visited an airport lounge before boarding the flight or during a connection
5
4
Mean score
Mean: 3.73
4.65
4.20
3
4.11
4.11
4.05
3.98
3.90
3.89
3.86
3.80
3.67
3.66
3.61
3.57
3.56
3.33
3.30
3.19
2.66
e
om
R
w
co
M
os
rid
M
ad
ris
Pa
N
ew
Yo
rk
JF
K
ic
o
M
ex
ou
s
to
n
ta
tla
n
A
Malaga, Milan, Barcelona, Valencia, Minneapolis and Nairobi are not displayed due to a base <50
H
rk
N
ew
ar
k
C
an
to
n
Pr
ag
Lo
ue
s
An
ge
le
A
s
m
st
er
da
m
B
ei
jin
g
ky
o
To
N
ew
Yo
et
ro
it
Se
Pa
ou
l
na
m
a
Ci
ty
D
G
ua
m
2
77
Q19-5 Condition and cleanliness of the lounge: by check-in airport
Satisfaction about the cleanliness of the lounge is satisfactory for most airports. Moscow and Rome scores
remain below other airports, while Seoul and Detroit obtain the highest scores.
Respondent base: Passengers who visited an airport lounge before boarding the flight or during a connection
5
Mean: 4.04
Mean score
4
4.37
4.37
4.26
3
4.20
4.19
4.19
4.16
4.15
4.09
4.06
4.05
4.03
3.96
3.95
3.87
3.78
3.76
3.47
3.33
Malaga, Milan, Barcelona, Valencia, Minneapolis and Nairobi are not displayed due to a base <50
e
om
R
w
co
M
os
rid
M
ad
ic
o
M
ex
ou
s
to
n
K
H
JF
rk
N
ew
Yo
B
ei
ji
ng
ta
tla
n
A
m
G
ua
ris
Pa
ew
ar
k
Pr
ag
Lo
ue
s
An
ge
Pa
le
s
na
m
a
Ci
ty
C
an
to
A
n
m
st
er
da
m
N
ew
Yo
rk
N
et
ro
it
To
ky
o
D
Se
ou
l
2
78
Q19-6 Selection of newspapers / magazines: by check-in airport
This semester, all airports have a mean score below the 4.0 “good” score threshold except Seoul and Panama
City (4.09 and 4.05 respectively). Mexico, Rome, Madrid, Beijing and Moscow airport lounges obtain the lowest
scores (all below 4.0).
Respondent base: Passengers who visited an airport lounge before boarding the flight or during a connection
5
4
Mean score
Mean: 3.65
4.09
3
4.05
3.96
3.86
3.81
3.80
3.80
3.78
3.76
3.76
3.73
3.66
3.61
3.61
3.36
3.35
3.35
3.31
3.07
Malaga, Milan, Barcelona, Valencia, Minneapolis and Nairobi are not displayed due to a base <50
w
co
M
os
ng
ei
ji
B
e
rid
M
ad
om
R
ic
o
K
JF
rk
Yo
ew
M
ex
ta
tla
n
A
N
C
an
t
on
ris
Pa
ue
m
st
er
da
m
D
et
ro
it
To
ky
o
H
ou
st
Lo
on
s
An
ge
le
s
m
G
ua
Pr
ag
A
Pa
Se
ou
l
na
N
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a
Ci
Yo
ty
rk
N
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ar
k
2
79
Detailed transfer items
Q21 Satisfaction with respect to a SkyTeam airline connection
Satisfaction regarding airline connections is not entirely satisfactory: between 11% and 18% of passengers are
dissatisfied with items related to the transfer. “3 and more roundtrips” passengers tend to be slightly less satisfied
than others on all items related to the transfer experience.
Respondent base: Passengers who made a connection with another SkyTeam airline
20%
10%
0%
10%
20%
30%
40%
Airline staff assistance during transfer
First/Business
Elite/Elite +
3 roundtrips and more
5% 6%
20%
3%
21%
3%
5%
3%
21%
7% 6%
7%
Ease of transfer between connecting flights
18%
7%
34%
34%
14%
Elite/Elite +
6% 6%
14%
38%
15%
38%
Time between connecting flight
10%
8%
6% 6%
First/Business
5% 8%
Elite/Elite +
3 roundtrips and more
7%
10%
Not at all satisfied
7%
17%
32%
14%
38%
15%
38%
18%
Not satisfied
33%
Neither satisfied,
nor dissatisfied
3.98
3.79
31%
3.85
36%
3.92
38%
3.94
36%
3.81
33%
3.71
33%
3.94
37%
3.88
35%
3.69
32%
Satisfied
Mean
3.98
35%
36%
80%
3.87
35%
40%
16%
70%
34%
37%
5% 8%
8%
60%
50%
40%
35%
First/Business
3 roundtrips and more
30%
Very satisfied
80
Q20-1 Time between connecting flights: by transfer airport
Time between connecting flights is rarely satisfactory for the concerned passengers except for Detroit (4.17). Los
Angeles and NY JFK obtain “poor” results.
Respondent base: Passengers who made a connection with another SkyTeam airline
Mean score
5
4
Mean: 3.71
4.17
3.98
3.95
3.73
3.65
3.64
3.63
3.56
3.45
3.10
3
Detroit
Paris
Tokyo
Prague
Rome
Mexico
Atlanta
Moscow
Los
Angeles
New York
JFK
Guam, New York Newark, Seoul, Minneapolis, Amsterdam, Panama City, Nairobi, Madrid, Milan, Canton, Houston,
Cancun, Malaga, Valencia, Barcelona and Beijing are not displayed due to a base <50
81
Q20-2 Ease of transfer between connecting flights: by transfer airport
Ease of transfer between connecting flights can be considered as good for Detroit, Tokyo and Prague. NY JFK,
Moscow and Los Angeles “transfer” airports are performing less well on this dimension (“poor” scores).
Respondent base: Passengers who made a connection with another SkyTeam airline
Mean score
5
4
Mean: 3.85
4.49
4.19
4.00
3.95
3.71
3.68
3.55
3.31
3.28
New York
JFK
Moscow
3.16
3
Detroit
Tokyo
Prague
Atlanta
Mexico
Rome
Paris
Los
Angeles
Guam, New York Newark, Seoul, Minneapolis, Amsterdam, Panama City, Nairobi, Madrid, Milan, Canton, Houston,
Cancun, Malaga, Valencia, Barcelona and Beijing are not displayed due to a base <50
82
Q20-3 Airline staff assistance during transfer: by transfer airport
Only Detroit and Tokyo airports achieve a “good” level of satisfaction in the staff assistance during transfer. Los
Angeles and in particular Moscow are behind with “poor” results.
Respondent base: Passengers who made a connection with another SkyTeam airline
Mean score
5
4
Mean: 3.87
4.33
4.26
3.92
3.88
3.83
3.73
3.72
3.69
3.48
3.02
3
Detroit
Tokyo
Paris
Prague
Mexico
Atlanta
New York
JFK
Guam, New York Newark, Seoul, Minneapolis, Amsterdam, Panama City, Nairobi, Madrid, Milan, Canton, Houston,
Cancun, Malaga, Valencia, Barcelona and Beijing are not displayed due to a base <50
Rome
Los
Angeles
Moscow
83
Q22 Detailed customer satisfaction in respect to in-flight services: For
Long Haul flights analyzed by Class (1)
On Long Haul flights, the main difference between Classes remains the leg room available: only half the Economy
class passengers are satisfied with this attribute, in comparison with 93% of First / Business class passengers. Also
on all other items, F/B class passengers are significantly more satisfied than Economy class passengers.
60%
50%
40%
30%
20%
10%
0%
1%
5%
Your overall in-flight experience (FB Class)
1% 2% 9%
Your overall in-flight experience (Eco Class)
1% 3%
Friendliness of cabin crew (FB Class)
1% 2%7%
Friendliness of cabin crew (Eco Class)
Avaibility of cabin crew (FB Class)
1% 5%
Avaibility of cabin crew (Eco Class)
2% 9%
Language skills of cabin crew (FB Class)
1% 7%
Language skills of cabin crew (Eco Class)
1% 1% 9%
Leg room (FB Class)
Leg room (Eco Class)
1% 1% 5%
8%
14%
Not at all satisfied
27%
Not satisfied
10%
20%
30%
40%
34%
50%
60%
70%
60%
37%
52%
25%
72%
28%
63%
31%
64%
34%
28%
30%
27%
29%
90%
100%
Mean
4.52
4.37
4.67
4.50
4.57
54%
4.39
65%
4.56
59%
4.45
66%
4.56
3.45
23%
Neither satisfied,
nor dissatisfied
80%
Satisfied
Very satisfied
84
Q22 Detailed customer satisfaction in respect to in-flight services: For
Long Haul flights analyzed by Class (2)
Also “seat comfort” is a satisfaction criteria that greatly dependents varies for the class used: only half of Economy
passengers being satisfied (vs. 81% for First/Business passengers). Economy class passengers are also less
satisfied than First/Business passengers on all the other items.
60%
50%
40%
30%
20%
10%
10%
2% 9%
Cabin cleanliness (FB Class)
1% 3%
Cabin cleanliness (Eco Class)
Meal quantity (FB Class)
1% 10%
37%
17%
Overall meal service (Eco Class)
3%
6%
Lavatory cleanliness (FB Class)
19%
2% 3% 12%
Lavatory cleanliness (Eco Class)
2%
Seat comfort (FB Class)
6%
2%
6%
15%
Not at all satisfied
18%
4%
13%
29%
40%
50%
60%
70%
52%
44%
51%
40%
36%
36%
48%
39%
45%
38%
31%
90%
100%
Mean
4.38
4.19
4.37
4.03
4.27
4.25
36%
3.99
50%
4.23
3.41
19%
Neither satisfied,
nor dissatisfied
80%
3.92
33%
39%
31%
Not satisfied
30%
36%
38%
1% 4% 12%
Overall meal service (FB Class)
20%
14%
3% 5%
Meal quantity (Eco Class)
Seat comfort (Eco Class)
0%
Satisfied
Very satisfied
85
Q22 Detailed customer satisfaction in respect to in-flight services: For
Long Haul flights analyzed by Class (3)
Here again, satisfaction levels are higher among First/Business class passengers than those in Economy. The
availability of newspapers is the most unsatisfactory aspect for Economy class passengers. The access to
audio/video entertainment could also be improved for economy class passengers.
50%
40%
30%
20%
Meal quality (FB Class)
2%
Meal quality (Eco Class)
Availability of newspapers,
magazines (Eco Class)
7%
11%
Audio / video entertainment
(FB Class)
Audio / video entertainment
(Eco Class)
8%
4%
9%
10%
Not at all satisfied
10%
20%
15%
18%
25%
4% 5%
7%
0%
17%
20%
7%
15%
20%
Not satisfied
30%
40%
50%
60%
38%
21%
4%
3%
Onboard information about the
delay (FB Class)
Onboard information about the
delay (Eco Class)
4%
4% 8%
Availability of newspapers,
magazines (FB Class)
10%
32%
28%
Neither satisfied,
nor dissatisfied
31%
3.85
43%
4.08
3.60
4.00
39%
3.79
35%
33%
3.97
40%
3.68
34%
Satisfied
Mean
4.13
27%
35%
30%
80%
41%
38%
30%
70%
Very satisfied
86
Q22 Detailed customer satisfaction in respect to in-flight services: For
Short Haul flights analyzed by Class (1)
The difference observed in in-flight services between class categories is less obvious for Short haul as it is for Long
haul. The only exception being the leg room: this aspect is more satisfying for First / business class passengers.
50%
40%
30%
20%
10%
0%
Your overall in-flight experience (FB Class)
1%7%
Your overall in-flight experience (Eco Class)
1% 10%
Friendliness of cabin crew (FB Class)
4%
10%
20%
30%
40%
50%
60%
32%
70%
60%
41%
48%
25%
80%
90%
100%
Mean
4.51
4.34
71%
4.66
Friendliness of cabin crew (Eco Class)
1% 7%
31%
61%
4.50
Avaibility of cabin crew (FB Class)
1% 6%
29%
65%
4.58
Avaibility of cabin crew (Eco Class)
2% 10%
Language skills of cabin crew (FB Class)
1%7%
Language skills of cabin crew (Eco Class)
1% 2% 11%
Leg room (FB Class)
2% 4% 11%
Leg room (Eco Class)
4% 10%
23%
3% 12%
Cabin cleanliness (FB Class)
1% 3%
Cabin cleanliness (Eco Class)
Not at all satisfied
16%
Not satisfied
37%
51%
26%
33%
26%
66%
4.56
53%
4.35
4.33
57%
32%
3.75
31%
36%
41%
Neither satisfied,
nor dissatisfied
4.38
49%
4.30
40%
4.17
Satisfied
Very satisfied
87
Q22 Detailed customer satisfaction in respect to in-flight services: For
Short Haul flights analyzed by Class (2)
On Short Haul flights Economy class passengers are clearly less satisfied than First / Business class passengers
for the overall meal service, the meal quantity and the seat comfort. Regarding the lavatory cleanliness, the
difference is less significant among the two passenger classes.
50%
40%
30%
20%
Lavatory cleanliness (FB Class)
1% 4%
Lavatory cleanliness (Eco Class)
2%
6%
2%
4%
Overall meal service (FB Class)
Overall meal service (Eco Class)
15%
5%
15%
25%
5%
10%
16%
27%
2%
7%
0%
10%
20%
6%
10%
Not at all satisfied
30%
24%
Not satisfied
50%
60%
80%
4.01
45%
4.16
27%
28%
3.65
4.14
48%
32%
Neither satisfied,
nor dissatisfied
3.67
25%
30%
Mean
4.22
34%
33%
33%
70%
46%
40%
34%
17%
40%
35%
21%
9%
Seat comfort (FB Class)
Seat comfort (Eco Class)
4%
1%
Meal quantity (FB Class)
Meal quantity (Eco Class)
10%
4.12
46%
3.62
27%
Satisfied
Very satisfied
88
Q22 Detailed customer satisfaction in respect to in-flight services: For
Short Haul flights analyzed by Class (3)
Meal quality, onboard information about the delay, availability of newspapers / magazines and audio / video
entertainment are all in-flight aspects that should be considered as only fairly satisfying onboard short haul flights.
F/B class passengers tend to be more satisfied than Economy class passengers on these aspects.
60%
50%
40%
30%
Meal quality (FB Class)
3% 7%
Meal quality (Eco Class)
7%
11%
Onboard information about the
delay (FB Class)
8%
Availability of newspapers,
magazines (FB Class)
9%
5%
Availability of newspapers,
magazines (Eco Class)
9%
Audio / video entertainment
(FB Class)
9%
19%
10%
12%
12%
16%
Not at all satisfied
10%
0%
10%
19%
18%
23%
21%
24%
Not satisfied
30%
40%
50%
70%
80%
3.57
38%
29%
3.93
34%
27%
3.72
3.86
40%
28%
26%
27%
3.52
32%
3.60
3.09
21%
Neither satisfied,
nor dissatisfied
Mean
3.98
25%
32%
21%
60%
40%
33%
19%
21%
20%
32%
25%
5% 6%
Onboard information about the
delay (Eco Class)
Audio / video entertainment
(Eco Class)
20%
Satisfied
Very satisfied
89
Q21-1 Overall in-flight experience on Long Haul flights: analyzed by
operating airline and by class (1)
Overall, the majority of Long Haul passengers onboard these six airlines are very satisfied with their overall inflight experience (above the 4.5 “very good” threshold for First/business). The most visible gap between passenger
class is on Northwest and Aeroflot Long Haul flights: Economy class passengers are less satisfied, even though
satisfaction remains “good” (respectively 4.16 and 4.19).
30%
0%
10%
20%
3%
Korean Air (FB Class)
Korean Air (Eco Class)
4%
Continental (FB Class)
1% 4%
30%
40%
50%
70%
60%
80%
90%
72%
25%
Mean
4.57
4.65
71%
24%
100%
4.69
62%
33%
4.37
49%
39%
12%
Continental (Eco Class)
20%
10%
4%
34%
61%
4.56
China Southern (Eco Class)
5%
33%
62%
4.57
Northwest (FB Class)
1%5%
34%
1%
China Southern (FB Class)
Northwest (Eco Class)
1%
4%
1% 6%
Air France (Eco Class)
3% 4%
Aeroflot (FB Class)
1% 3%
15%
Not at all satisfied
4.16
41%
39%
1% 2%
Air France (FB Class)
Aeroflot (Eco Class)
14%
4.52
55%
42%
4.48
57%
36%
4.51
60%
33%
4.19
43%
38%
Not satisfied
4.52
60%
Neither satisfied,
nor dissatisfied
Copa Airlines has no long haul flight questionnaires and AeroMexico is not displayed due to a base <50
Satisfied
Very satisfied
90
Q21-1 Overall in-flight experience on Long Haul flights: analyzed by
operating airline and by class (2)
The gap in the satisfaction scores between First/business and Economy class passengers is much smaller on
these airlines. Mean scores are in general “good”. It is to be noted that there is almost no difference in
satisfaction among passengers on KLM and Kenya Airways flights.
40%
30%
20%
10%
Air Europa (FB Class)
0%
10%
1%5%
Air Europa (Eco Class)
1% 2% 10%
Czech Airlines (FB Class)
2% 8%
1%5%
Czech Airlines (Eco Class)
20%
33%
40%
3%
9%
42%
Alitalia (FB Class)
2% 3% 10%
41%
4%
22%
Not at all satisfied
Not satisfied
4.27
4.46
4.55
4.44
4.30
4.43
50%
4.40
50%
4.35
50%
4.34
48%
4.25
45%
35%
3.98
36%
Neither satisfied,
nor dissatisfied
Copa Airlines has no long haul flight questionnaires and AeroMexico is not displayed due to a base <50
Mean
43%
47%
39%
100%
4.48
53%
40%
1% 2% 7%
3%
90%
56%
43%
Kenya Airways (Eco Class)
Alitalia (Eco Class)
80%
62%
2% 1% 11%
Kenya Airways (FB Class)
70%
59%
Delta (Eco Class)
1% 9%
60%
31%
39%
KLM (Eco Class)
50%
44%
9%
7%
40%
38%
Delta (FB Class)
KLM (FB Class)
30%
Satisfied
Very satisfied
91
Q21-1 Overall in-flight experience on Short Haul flights: analyzed by operating
airline and by class (1)
On Short Haul flights, the satisfaction level is “good” to “very good” for these airlines, with little or no dissatisfied
passengers in both classes. In general, First /Business class passengers are rather more satisfied with their overall
in-flight experience, expect on Copa Airlines flights where both classes obtain almost the same scores.
20%
10%
0%
6%
Continental (FB Class)
Continental (Eco Class)
1%
20%
1%
3%
1% 1%4%
Aeroflot (FB Class)
4%
Aeroflot (Eco Class)
1%4%
Czech Airlines (FB Class)
5%
1% 7%
Northwest (FB Class)
1% 5%
1% 2%
40%
50%
10%
Not at all satisfied
60%
70%
80%
90%
75%
35%
Copa Airlines (Eco Class)
Czech Airlines (Eco Class)
30%
19%
13%
Copa Airlines (FB Class)
Northwest (Eco Class)
10%
25%
26%
29%
51%
4.38
71%
4.64
68%
4.60
4.64
4.46
54%
35%
4.55
60%
38%
46%
Not satisfied
4.43
54%
40%
Neither satisfied,
nor dissatisfied
Mean
4.69
67%
40%
100%
54%
4.47
42%
4.27
Satisfied
Kenya Airways has no short haul flight questionnaires and Delta, Korean Air and AeroMexico are not displayed due to a base <50
Very satisfied
92
Q21-1 Overall in-flight experience on Short Haul flights: analyzed by
operating airline and by class (2)
The overall in-flight experience is satisfactory on these Short Haul flights. Passengers show the same level of
satisfaction, except for Air Europa that shows higher satisfaction for F/B class and for Alitalia that shows the
opposite trend.
30%
20%
10%
0%
KLM (FB Class)
5%
KLM (Eco Class)
5%
Air Europa (FB Class)
1%
4%
China Southern (Eco Class)
6%
1% 2%
70%
Not satisfied
45%
4.32
23%
3.93
4.31
4.31
47%
3.98
30%
4.13
36%
Neither satisfied,
nor dissatisfied
Satisfied
Kenya Airways has no short haul flight questionnaires and Delta, Korean Air and AeroMexico are not displayed due to a base <50
4.40
4.37
49%
44%
Mean
4.39
48%
43%
100%
4.43
41%
40%
18%
90%
44%
59%
35%
11%
80%
48%
54%
21%
Not at all satisfied
60%
43%
14%
2%
50%
51%
18%
1%
40%
44%
1% 1% 9%
China Southern (FB Class)
Alitalia (Eco Class)
30%
47%
1% 1% 7%
Air France (Eco Class)
Alitalia (FB Class)
20%
1%
Air France (FB Class)
Air Europa (Eco Class)
10%
Very satisfied
93
Q21-2 Friendliness of cabin crew: analyzed by Long Haul, Operating
airline and Class
Overall, friendliness of the cabin crew is satisfactory (all mean scores above 4.0). First / Business class are
usually more satisfied than Economy passengers on Long Haul flights.
Mean score
LONG HAUL- First Business Class
5
4
4,80
4,80
Mean: 4.67
4,73
4,72
4,72
4,71
4,66
China
Southern
Czech
Airlines
Aeroflot
Air Europa
KLM
4,66
4,64
4,62
4,57
4,48
3
Korean Air Continental
Kenya
Delta
Air France Northwest
Alitalia
Airways
Copa Airlines has no long haul flight questionnaires. AeroMexico is not displayed due to a base <50.
LONG HAUL- Economy Class
5
Mean score
Mean: 4.50
4
4,71
4,69
4,68
4,62
4,58
4,53
4,49
4,47
4,44
4,43
4,34
4,22
4,08
Northwest
Alitalia
3
China Korean Air Czech Air France
Southern
Airlines
KLM
Kenya Air Europa
Airways
Delta
AeromexicoContinental Aeroflot
Copa Airlines has no long haul flight questionnaires.
94
Q21-2 Friendliness of cabin crew: analyzed by Short Haul, Operating
airline and Class
For Short Haul (just like for Long Haul flights), satisfaction remains at a high level on this attribute. Unlike most
other companies, Economy class passengers onboard Air France and Alitalia are slightly more satisfied than
those in First/Business class.
Mean score
SHORT HAUL- First Business Class
5
4
4.81
Mean: 4.66
4.74
4.75
4.71
4.68
4.62
4.58
4.57
4.50
4.34
3
Copa Airlines Continental
SORT HAUL-Economy Class
Alitalia
China
Northwest
Air France
Air Europa
Czech
Southern
Airlines
Kenya Airways has no short haul flight questionnaires. AeroMexico, Korean Air and Delta are not displayed due to a base <50.
Aeroflot
KLM
5
Mean score
Mean: 4.50
4
4,69
4,65
4,65
4,64
4,63
4,58
4,48
4,43
4,43
4,39
4,36
4,36
4,28
3
Copa
Air France
Airlines
KLM
Korean Air Aeroflot
Czech AeromexicoNorthwest
China
Airlines
Southern
Delta
Continental Alitalia
Kenya Airways has no short haul flight questionnaires.
Air Europa
95
Q21-3 Language of cabin crew: analyzed by Long Haul, Operating airline
and Class
All airlines are obtaining good to very good satisfaction scores on the language of cabin crew on long haul flights.
Alitalia and AeroMexico have lower scores than the other airlines and could perform better on this attribute.
LONG HAUL- First Business Class
5
Mean score
Mean: 4.56
4
4.71
4.63
4.60
4.60
Delta
Czech
Airlines
4.59
4.57
4.52
4.51
4.49
KLM
Aeroflot
Air France
4.49
4.49
4.36
3
Continental Korean Air
LONG HAUL- Economy Class
5
Northwest Air Europa
China
Kenya
Alitalia
Southern
Airways
Copa Airlines has no long haul flight questionnaires. AeroMexico is not displayed due to a base <50.
Mean score
Mean: 4.45
4
4.69
4.54
4.54
4.53
4.51
4.49
4.48
4.46
4.40
4.23
4.20
4.17
4.15
3
Czech
Airlines
Delta
Korean Air
China ContinentalAir France
Southern
KLM
Air Europa Northwest Aeroflot
Kenya
Airways
Alitalia Aeromexico
Copa Airlines has no long haul flight questionnaires.
96
Q21-3 Language of cabin crew: analyzed by Short Haul, Operating airline
and Class
All airlines are performing well on this attribute. First/Business class passengers are more satisfied on average
than Economy Class passengers. The exceptions being China Southern and to a lesser extent Air France and
Alitalia (although not significant), for which Economy Class passengers tend to be more satisfied.
SHORT HAUL- First Business Class
5
Mean score
Mean: 4.56
4
4.70
4.70
4.60
4.54
4.53
4.52
4.46
4.38
4.18
4.18
3
Continental Copa Airlines
SHORT HAUL- Economy Class
Aeroflot
KLM
Northwest
Czech
Air France
Air Europa
Alitalia
China
Airlines
Southern
Kenya Airways has no short haul flight questionnaires. AeroMexico, Korean Air and Delta are not displayed due to a base <50.
5
Mean score
Mean: 4.35
4
4.61
4.54
4.51
4.48
4.48
4.47
4.46
4.38
4.35
4.32
4.21
4.19
3.97
3
Copa
Korean Air
Airlines
Delta
Air France ContinentalAeromexico Aeroflot
KLM
Northwest
China
Southern
Alitalia
Czech Air Europa
Airlines
Kenya Airways has no short haul flight questionnaires.
97
Q21-4 Availability cabin crew throughout the flight: analyzed by Long
Haul, Operating airline and Class
A good to very good satisfaction overall on the cabin crew availability during Long Haul flights.
Alitalia is behind the other operating airlines on this attribute.
LONG HAUL- First Business Class
5
Mean score
Mean: 4.57
4
4.70
4.68
4.67
4.66
4.63
4.63
4.58
4.53
4.52
4.48
4.47
4.36
Aeroflot
Northwest
KLM
Kenya
Airways
Air France
Alitalia
3
Continental
Czech
Airlines
Korean Air
China
Southern
Air Europa
LONG HAUL- Economy Class
Delta
Copa Airlines has no long haul flight questionnaires. AeroMexico is not displayed due to a base <50.
5
Mean score
Mean: 4.39
4
4.62
4.54
4.51
4.51
4.42
4.38
4.37
4.34
4.33
4.28
4.24
4.22
3.98
3
Czech
Airlines
China Air France Korean Air
Southern
Delta
Kenya Continental
Airways
KLM
Air EuropaAeromexico Aeroflot
Northwest
Alitalia
Copa Airlines has no long haul flight questionnaires.
98
Q21-4 Availability cabin crew throughout the flight: analyzed by Short
Haul, Operating airline and Class
Availability of cabin crew is highly appreciated by both class categories. Onboard Alitalia, satisfaction is slightly
lower among First / Business class passengers, whereas among Economy class passengers Air Europa has the
lowest score.
SHORT HAUL – First Business Class
5
Mean score
Mean: 4.58
4
4.70
4.65
4.65
4.61
4.58
4.53
4.48
4.48
4.36
4.28
3
Continental Copa Airlines
SHORT HAUL – Economy Class
Aeroflot
Czech
KLM
Northwest
Air France
Air Europa
China
Alitalia
Airlines
Southern
Kenya Airways has no short haul flight questionnaires. AeroMexico, Korean Air and Delta are not displayed due to a base <50.
5
Mean score
Mean: 4.38
4
4,57
4,48
4,48
4,45
4,44
4,43
4,41
4,39
4,34
4,29
4,28
4,26
4,09
3
Copa
Airlines
Delta
Aeroflot
KLM
Czech Air France Korean AirAeromexicoContinental Alitalia
Airlines
Northwest
China Air Europa
Southern
Kenya Airways has no short haul flight questionnaires
99
Q21-5 Leg room: analyzed by Long Haul, Operating airline and Class
The gap between the class categories is very significant and the leg room generates relatively high
dissatisfaction among Economy class passengers.
LONG HAUL – First Business Class
5
Mean score
Mean: 4.56
4
4.74
4.70
4.57
4.55
4.49
4.48
4.47
4.46
4.45
4.45
4.41
Delta
Aeroflot
KLM
Alitalia
Kenya
Airways
China
Southern
4.28
3
Continental Northwest Korean Air Air France Air Europa
LONG HAUL – Economy Class
Czech
Airlines
Copa Airlines has no long haul flight questionnaires. AeroMexico is not displayed due to a base <50.
Mean score
5
4
Mean: 3.45
3.89
3.71
3.60
3.55
3.47
3.45
3.44
3.42
3.38
Czech
Airlines
Northwest
Delta
KLM
3.35
3.23
3.22
3.09
3
China
Southern
Kenya ContinentalKorean Air Air France
Airways
Aeroflot Aeromexico Alitalia
Air Europa
Copa Airlines has no long haul flight questionnaires.
100
Q21-5 Leg room: analyzed by Short Haul, Operating airline and Class
The gap between the class categories is significant on Short Haul flights. This gap is biggest onboard Continental
and Northwest flights, whereas the gap is relatively small on KLM, Air France or Alitalia flights.
SHORT HAUL – First Business Class
5
Mean score
Mean: 4.33
4
4.66
4.64
4.52
4.36
4.31
4.26
4.11
4.09
3.60
3.52
3
Northwest
Continental Copa Airlines
SHORT HAUL – Economy Class
Aeroflot
Czech
China
KLM
Air France
Air Europa
Alitalia
Airlines
Southern
Kenya Airways has no short haul flight questionnaires. AeroMexico, Korean Air and Delta are not displayed due to a base <50.
Mean score
5
4
Mean: 3.75
3.97
3.89
3.87
3.84
3.83
3.82
3.72
3.71
3.71
3.63
3.58
3.56
3.04
3
Czech Korean Air
Copa
Airlines
Airlines
KLM
Aeroflot Continental Alitalia
Air France
China
NorthwestAeromexico
Southern
Delta
Air Europa
Kenya Airways has no short haul flight questionnaires
101
Q21-6 Seat comfort: analyzed by Long Haul, Operating airline and Class
In a similar way as for leg room, satisfaction levels for seat comfort are significantly different between class
categories on all airlines. The seat comfort generates relatively high dissatisfaction among Economy class
passengers, whereas mean scores are “good” among First and Business class customers, except for Czech Airlines.
LONG HAUL – First Business Class
5
Mean score
Mean: 4.23
4
4.33
4.33
4.32
4.27
4.26
4.23
4.19
4.22
4.13
4.08
4.01
3.68
3
Continental
Kenya
Airways
Air France Korean Air
KLM
Air Europa Northwest
China
Southern
Alitalia
Aeroflot
Delta
Czech
Airlines
Copa Airlines has no long haul flight questionnaires. AeroMexico is not displayed due to a base <50.
Mean score
LONG HAUL – Economy Class
5
4
Mean: 3.41
3.80
3.72
3.53
3.52
3.50
3.39
3.38
3.38
Delta
Aeroflot
3.25
3.21
3.20
3.14
3.12
3
China
Southern
Kenya Air France Korean Air Czech Continental
Airways
Airlines
KLM
Northwest Air Europa Alitalia Aeromexico
Copa Airlines has no long haul flight questionnaires.
102
Q21-6 Seat comfort: analyzed by Short Haul, Operating airline and Class
On Short Haul flights, seat comfort is generally perceived as being less satisfactory than other in-flight aspects.
For First/business class passengers, KLM, Air France, Air Europa and Alitalia are detached from other Airlines
with noticeably lower results. For Alitalia, satisfaction among Economy class passengers is higher than for
First/Business class passengers.
Mean score
SHORT HAUL – First Business Class
5
Mean: 4.14
4
4.53
4.40
4.34
4.27
4.14
4.01
3.82
3.68
3.52
3.24
3
Continental
Aeroflot
Copa Airlines
SHORT HAUL – Economy Class
Northwest
Czech
Airlines
China
Southern
KLM
Air France
Air Europa
Alitalia
Kenya Airways has no short haul flight questionnaires. AeroMexico, Korean Air and Delta are not displayed due to a base <50.
Mean score
5
4
Mean: 3.67
3.90
3.84
3.83
3.80
3.79
3.73
3.67
3.62
3.53
3.51
3.50
3.33
3.23
3
Aeroflot
Czech
Airlines
KLM
Copa
Korean AirContinental China Air FranceAeromexicoNorthwest Alitalia
Delta
Air Europa
Airlines
Southern
Kenya Airways has no short haul flight questionnaires
103
Q21-7 Overall meal service: analyzed by Long Haul, Operating airline and Class
The overall meal service is more satisfactory for First/business Class passengers than for Economy class
passengers on Long Haul flights. Among First and Business class passengers, all airlines achieve “good” to “very
good” mean scores. Among Economy class passengers, satisfaction is close to a 4.0 mean score for the majority
of airlines, although Alitalia and Air Europa are rather detached with scores lower than 3.5.
LONG HAUL – First Business Class
5
Mean score
Mean: 4.27
4
4.49
4.37
4.33
4.33
4.31
4.26
4.22
4.21
4.17
4.09
4.05
4.01
Northwest
Aeroflot
KLM
China
Southern
Air Europa
Kenya
Airways
Alitalia
3
Continental
Delta
Korean Air Air France
LONG HAUL – Economy Class
Czech
Airlines
Copa Airlines has no long haul flight questionnaires. AeroMexico is not displayed due to a base <50.
Mean score
5
Mean: 3.92
4
4.11
4.08
4.06
4.05
4.03
3.95
3.93
3.92
3.86
3.73
3.73
3.47
3.34
Alitalia
Air Europa
3
Air France Korean Air
Czech
Airlines
China
Southern
KLM
Aeromexico
Delta
Kenya Continental Northwest Aeroflot
Airways
Copa Airlines has no long haul flight questionnaires.
104
Q21-7 Overall meal service: analyzed by Short Haul, Operating airline and Class
Also on Short Haul flights the satisfaction scores are significantly different between class categories for most
airlines, except Copa and China Southern. The overall meal service obtains relatively low levels of satisfaction
among Air France, Alitalia and Air Europa First / Business class passengers.
SHORT HAUL – First Business Class
Mean score
5
Mean: 4.12
4
4.44
4.30
4.25
4.21
4.18
4.13
3.77
3.55
3.53
3.46
Air France
Alitalia
Air Europa
3
Continental Copa Airlines
SHORT HAUL – Economy Class
Northwest
KLM
Czech
Airlines
Aeroflot
China
Southern
Kenya Airways has no short haul flight questionnaires. AeroMexico, Korean Air and Delta are not displayed due to a base <50.
Mean score
5
4
3
Mean: 3.62
4.24
3.94
3.83
3.81
3.76
3.74
3.74
3.71
3.56
3.43
3.24
3.02
2.60
2
Copa
Airlines
Aeroflot AeromexicoContinentalKorean Air
KLM
China
Southern
Czech
Airlines
Northwest Air France
Alitalia
Delta
Air Europa
Kenya Airways has no short haul flight questionnaires
105
Q21-8 Meal quality: analyzed by Long Haul, Operating airline and Class
Differences between class categories remain significant for most airlines, especially for Air Europa, Continental
and Northwest passengers, where First/business class are clearly more satisfied than Economy passengers on
the meal quality. Alitalia is detached from other companies on this dimension (lowest marks on both
First/business & Economy Classes).
LONG HAUL – First Business Class
Mean score
5
Mean: 4.13
4
4.37
4.27
4.25
4.23
4.09
4.08
4.06
4.06
4.03
4.00
3.90
3.72
3
Continental Air France Korean Air
Czech
Airlines
LONG HAUL – Economy Class
Northwest
Delta
KLM
Aeroflot
China
Southern
Air Europa
Kenya
Airways
Alitalia
Copa Airlines has no long haul flight questionnaires. AeroMexico is not displayed due to a base <50.
Mean score
5
Mean: 3.85
4
4.08
4.05
4.05
3.93
3.92
3.89
3.83
3.77
3.75
3.67
3.57
3.38
3.33
3
Korean Air Air France
KLM
China
Southern
Czech Aeromexico Kenya Continental
Airlines
Airways
Delta
Aeroflot
Northwest Air Europa
Alitalia
Copa Airlines has no long haul flight questionnaires.
106
Q21-8 Meal quality: analyzed by Short Haul, Operating airline and Class
Short haul First/business class passengers are more satisfied on the meal quality than Economy class
passengers. Results for F/B class can be considered as “good” for Aeroflot, Korean Air, Czech Airlines and
Northwest. Air France and Alitalia are at the bottom of the ranking in F/B Class, while Delta and Alitalia are
ranked last in Economy Class.
SHORT HAUL – First Business Class
Mean score
5
Mean: 3.98
4
4.27
4.25
4.07
4.06
4.06
3.78
3.54
3.48
3.46
Air France
Alitalia
China
Southern
3.33
3
Copa Airlines Continental
SHORT HAUL – Economy Class
Aeroflot
Czech
Airlines
Northwest
KLM
Air Europa
Kenya Airways has no short haul flight questionnaires. AeroMexico, Korean Air and Delta are not displayed due to a base <50.
Mean score
5
4
3
Mean: 3.57
4.19
3.94
3.90
3.76
3.75
3.65
3.63
3.62
3.56
3.39
3.11
2.88
2.68
2
Copa
Airlines
Aeroflot AeromexicoContinentalKorean Air
KLM
China
Southern
Czech
Airlines
Northwest Air France
Alitalia
Delta
Air Europa
Kenya Airways has no short haul flight questionnaires
107
Q21-9 Meal quantity: analyzed by Long Haul, Operating airline and Class
Regarding the meal quantity available on Long Haul flights, all airlines obtain “good” to “very good” scores
among F/B class passengers. Half of the airlines exceed the 4.0 threshold among Economy class passengers, but
Alitalia and Air Europa are rather detached for the others.
LONG HAUL – First Business Class
5
Mean score
Mean: 4.37
4
4.66
4.45
4.42
4.41
4.39
4.38
4.35
4.30
Aeroflot
KLM
4.27
4.24
4.13
4.10
3
Continental
Czech
Airlines
Korean Air Air France Northwest
China
Air Europa
Kenya
Alitalia
Southern
Airways
Copa Airlines has no long haul flight questionnaires. AeroMexico is not displayed due to a base <50.
LONG HAUL – Economy Class
5
Mean score
Delta
Mean: 4.03
4
4.25
4.16
4.15
4.13
4.08
4.04
3.99
3.98
3.95
3.88
3.84
3.61
3.36
3
Air France Korean Air
Czech
Airlines
KLM
China AeromexicoContinental
Southern
Delta
Kenya
Airways
Aeroflot
Northwest
Alitalia
Air Europa
Copa Airlines has no long haul flight questionnaires. 108
Q21-9 Meal quantity: analyzed by Short Haul, Operating airline and Class
On Short Haul flights, results are lower on this attribute than on long haul flights. And First/Business class
passengers are more satisfied than Economy passengers. Air Europa obtains the lowest marks.
SHORT 5HAUL – First Business Class
Mean score
Mean: 4.16
4
4.45
4.38
4.27
4.26
4.26
4.12
3.83
3.63
3.56
3.52
3
Continental Copa Airlines
Mean score
SHORT HAUL – Economy Class
5
Northwest
Czech
Aeroflot
KLM
China
Air France
Alitalia
Air Europa
Airlines
Southern
Kenya Airways has no short haul flight questionnaires. AeroMexico, Korean Air and Delta are not displayed due to a base <50.
4
3
Mean: 3.65
4.25
3.96
3.90
3.86
3.81
3.80
3.69
3.65
3.64
3.59
3.21
3.16
2.65
2
Copa
Airlines
Aeroflot AeromexicoContinental
China Korean Air Northwest
Southern
KLM
Czech Air France Alitalia
Delta
Air Europa
Airlines
Kenya Airways has no short haul flight questionnaires
109
Q21-10 Availability of newspapers/magazines: analyzed by Long Haul,
Operating airline and Class
For Long Haul flights, satisfaction with newspapers/magazines availability is Class-dependent: on average
First/Business Class passengers rate it at a “good” level, while results are only “fair” in Economy Class. KLM
stands out from the other airlines with an opposite trend.
Mean score
LONG HAUL
5 – First Business Class
Mean: 4.08
4
4.47
4.27
4.20
4.19
4.18
4.03
4.02
3.97
3.91
3.91
3.80
3.62
3
Continental Korean Air
LONG HAUL – Economy Class
Czech
Airlines
Delta
Air Europa Northwest Air France
China
Southern
Alitalia
Aeroflot
Kenya
Airways
KLM
Copa Airlines has no long haul flight questionnaires. AeroMexico is not displayed due to a base <50.
Mean score
5
4
Mean: 3.60
3.89
3.79
3.79
3.71
3.70
3.66
3.65
3.60
3.57
3.54
3.52
3.21
3.08
Northwest
Kenya
Airways
3
China
Southern
KLM
Korean Air Air EuropaAeromexico
Czech
Airlines
Delta
Air France Continental Aeroflot
Alitalia
Copa Airlines has no long haul flight questionnaires.
110
Q21-10 Availability of newspapers/magazines: analyzed by Short Haul,
Operating airline and Class
On Short Haul flights, the difference between the two classes is less clear on this aspect. As observed previously, no
such service is being provided to Short haul Economy Class passengers onboard KLM. Alitalia Economy Class
passengers are more satisfied than F/B on this aspect.
SHORT HAUL – First Business Class
Mean score
5
Mean: 3.86
4
3
4.19
3.96
3.95
3.93
3.90
3.86
3.65
3.58
3.45
3.11
2
Continental
Aeroflot
KLM
Czech
Airlines
Northwest
China
Southern
Alitalia
Copa Airlines
Air France
Air Europa
SHORT HAUL – Economy Class Kenya Airways has no short haul flight questionnaires. AeroMexico, Korean Air and Delta are not displayed due to a base <50.
Mean score
5
4
3
Mean: 3.52
4.03
3.97
3.93
3.79
3.75
3.74
3.73
3.56
3.55
3.36
3.35
2.67
2.41
2
Korean Air
Delta
Aeromexico Alitalia
China
Southern
Aeroflot Continental
Czech
Airlines
Northwest Air France
Copa
Air Europa
Airlines
KLM
Kenya Airways has no short haul flight questionnaires
111
Q21-11 Audio/Video entertainment: analyzed by Long Haul, Operating
airline and Class
On Long Haul flights, First/Business class passengers are more satisfied than Economy class passengers
regarding Audio / Video entertainment, except passengers from Air France, China Southern and Czech Airlines. It
appears that no A/V entertainment service is being provided to Aeroflot Economy passengers, or if it is then
passengers are not satisfied with it.
LONG HAUL – First Business Class
5
Mean score
Mean: 3.97
4
3
4.19
4.15
4.12
4.11
4.04
3.96
3.93
3.91
3.72
3.53
3.40
3.20
2
KLM
Continental
Delta
Korean Air Northwest Air France Air Europa
China
Alitalia
Kenya
Czech
Southern
Airways
Airlines
Copa Airlines has no long haul flight questionnaires. AeroMexico is not displayed due to a base <50.
LONG HAUL – Economy Class
Mean score
5
Aeroflot
Mean: 3.68
4
3
4.09
3.88
3.81
3.78
3.78
3.70
3.50
3.48
3.36
3.35
3.29
3.14
2.78
2
Air France
China Korean Air
Southern
KLM
Air Europa
Delta
Continental
Kenya Aeromexico Czech
Northwest Alitalia
Aeroflot
Airways
Airlines
Copa Airlines has no long haul flight questionnaires.
112
Q21-11 Audio/Video entertainment: analyzed by Short Haul, Operating
airline and Class
On Short Haul flights, significant differences between airlines are linked to the provision of this service:
Audio/Video entertainment seems not to be available for any class onboard Air Europa and Alitalia. This service
seems not to be provided onboard Aeroflot and KLM Short haul Economy Class.
Mean score
SHORT HAUL – First Business Class
5
4
3
Mean: 3.60
3.97
3.95
3.90
3.73
3.35
3.01
2.91
2.72
2.58
2
Continental
Copa Airlines
Mean score
SHORT HAUL – Economy Class
5
Aeroflot
Northwest
China
Air France
Czech Airlines
Alitalia
Air Europa
Southern
Kenya Airways has no short haul flight questionnaires. AeroMexico, Korean Air and Delta are not displayed due to a base <50.
4
Mean: 3.09
3
3.94
3.82
3.80
3.72
3.47
3.45
3.44
2.82
2.78
2.69
Alitalia
Air France
2.40
2.30
2.18
2
Copa
Airlines
Delta
AeromexicoContinental Northwest Korean Air
China
Southern
Czech
Airlines
KLM
Air Europa Aeroflot
Kenya Airways has no short haul flight questionnaires
113
Q21-12 Cabin cleanliness: analyzed by Long Haul, Operating airline and Class
Cabin Cleanliness on Long Haul flights is good overall, but Alitalia is rather detached from the other airlines
among First/business class. Alitalia remains detached from the other airlines among Economy class (well below
the 4.0 threshold). Satisfaction among Czech Airlines F/B Class passengers is lower than among Economy Class
passengers.
LONG HAUL – First Business Class
5
Mean score
Mean: 4.38
4
4.61
4.55
4.42
4.38
4.36
4.36
4.35
4.28
4.25
4.21
4.18
Czech
Airlines
Aeroflot
3.98
3
Continental Korean Air
China
Southern
Air France Northwest Air Europa
KLM
Kenya
Airways
LONG HAUL – Economy Class
Delta
Alitalia
Copa Airlines has no long haul flight questionnaires. AeroMexico is not displayed due to a base <50.
Mean score
5
Mean: 4.19
4
4.36
4.35
4.35
4.35
4.33
4.28
4.24
4.20
4.20
4.07
3.99
3.95
3.66
3
Czech
Airlines
KLM
Korean Air
China Air France Continental Air EuropaAeromexico Kenya
Southern
Airways
Delta
Northwest Aeroflot
Alitalia
Copa Airlines has no long haul flight questionnaires.
114
Q21-12 Cabin cleanliness: analyzed by Short Haul, Operating airline and Class
Cabin cleanliness remains satisfactory onboard Short Haul flights for most airlines, except for Alitalia which is
behind on this in-flight dimension. Air France, Alitalia and China Southern F/B Class passengers tend to be less
satisfied than Economy Class passengers.
SHORT HAUL – First Business Class
5
Mean score
Mean: 4.30
4
4.52
4.49
4.47
4.35
4.31
4.28
4.16
4.01
3.95
3.62
3
Continental
Aeroflot
Copa Airlines
SHORT HAUL – Economy Class
KLM
Northwest
Czech
Airlines
Air France
Air Europa
China
Southern
Alitalia
Kenya Airways has no short haul flight questionnaires. AeroMexico, Korean Air and Delta are not displayed due to a base <50.
Mean score
5
Mean: 4.17
4
4.39
4.38
4.37
4.29
4.28
4.26
4.24
4.22
4.14
4.09
4.05
3.81
3.80
Alitalia
Air Europa
3
Aeromexico
Copa
Airlines
Aeroflot Korean Air
Czech Air France Continental Northwest
Airlines
Delta
KLM
China
Southern
Kenya Airways has no short haul flight questionnaires
115
Q21-13 Lavatory cleanliness: analyzed by Long Haul, Operating airline
and Class
Overall, First/Business class customers on Long Haul flights are slightly more satisfied with Lavatory cleanliness
than Economy class passengers. AeroMexico, Delta, Aeroflot, Northwest and Alitalia obtain low results on this
aspect for Economy class passengers.
LONG HAUL – First Business Class
5
Mean score
Mean: 4.25
4
4.46
4.44
4.40
4.29
4.22
4.21
4.17
4.16
4.16
4.13
4.08
Northwest
Czech
Airlines
Kenya
Airways
Aeroflot
Delta
3.93
3
Continental Korean Air
China
Southern
Air Europa Air France
LONG HAUL – Economy Class
KLM
Alitalia
Copa Airlines has no long haul flight questionnaires. AeroMexico is not displayed due to a base <50.
Mean score
5
Mean: 3.99
4
4.34
4.22
4.22
4.19
4.09
4.08
4.00
4.00
3.87
3.86
3.77
3.76
3.48
3
China ContinentalKorean Air
Southern
KLM
Czech Air France
Airlines
Kenya Air EuropaAeromexico
Airways
Delta
Aeroflot
Northwest
Alitalia
Copa Airlines has no long haul flight questionnaires.
116
Q21-13 Lavatory cleanliness: analyzed by Short Haul, Operating airline and Class
In comparison with Long Haul flights, satisfaction with Lavatory cleanliness on Short Haul is at about the same
level for both passenger classes. Alitalia stands out with the lowest scores among both classes.
SHORT HAUL – First Business Class
5
Mean score
Mean: 4.22
4
4.46
4.36
4.30
4.21
4.20
4.17
4.11
3.99
3.96
3.47
3
Continental
Aeroflot
SHORT HAUL – Economy Class
Copa Airlines
Czech
Airlines
KLM
Air France
Northwest
Air Europa
China
Southern
Alitalia
Kenya Airways has no short haul flight questionnaires. AeroMexico, Korean Air and Delta are not displayed due to a base <50.
Mean score
5
Mean: 4.01
4
4.20
4.19
4.13
4.13
4.13
4.11
4.06
4.02
4.01
3.93
3.91
3.68
3.57
Air Europa
Alitalia
3
Korean Air
Copa AeromexicoContinental Aeroflot
Airlines
Czech
Airlines
Northwest
China
Air France
Southern
KLM
Delta
Kenya Airways has no short haul flight questionnaires
117
Q21-14 Information about the delay: analyzed by Long Haul, Operating airline
and Class
Information about the delay obtains scores in excess of the 4.0 threshold for only a minority of airlines. Several
airlines obtain scores below 4.0 among both classes: Air France, Continental, Delta, Alitalia and Air Europa.
Mean score
LONG HAUL – First Business Class
5
Mean: 4.00
4
4.36
4.24
4.16
4.01
3.92
3.88
3.87
3.76
3.71
Air France
Continental
Alitalia
Delta
Air Europa
3
China
Southern
Korean Air
Northwest
KLM
Copa Airlines has no long haul flight questionnaires. AeroMexico, Aeroflot,
Czech Airlines and Kenya Airways are not displayed due to a base <50.
Mean score
LONG HAUL – Economy Class
5
Mean: 3.79
4
4,41
4,24
4,17
4,12
3,83
3,76
3,76
3,69
3,67
3,65
3,43
3,42
3,01
3
China
Southern
Czech
Airlines
KLM
Korean Air Aeroflot
Northwest
Kenya
Airways
Delta
Air Europa Air France Continental Alitalia Aeromexico
Copa Airlines has no long haul flight questionnaires.
118
Q21-14 Information about the delay: analyzed by Short Haul, Operating
airline and Class
Information about the delay tends to be less satisfactory while onboard Short Haul flights. Here again, noticeable
differences appear depending on the airline: results are relatively low for Alitalia, AeroMexico and Air Europa.
SHORT HAUL – First Business Class
5
Mean: 3.93
Mean score
4
4.44
4.12
3
3.88
3.74
3.74
3.40
2
Continental
Copa Airlines
Czech Airlines
SHORT HAUL – Economy Class
5
Mean score
Alitalia
Northwest
Air France
Kenya Airways has no short haul flight questionnaires. KLM, Air Europa, AeroMexico,
China Southern, Aeroflot, Korean Air and Delta are not displayed due to a base <50.
Mean: 3.72
4
3
4.21
4.18
4.11
4.02
4.00
3.94
3.80
3.79
3.56
3.35
3.35
2.93
2
Copa
Airlines
Continental Korean Air
China
Southern
Northwest
KLM
Air France
Aeroflot
Czech Aeromexico
Airlines
Alitalia
Air Europa
Kenya Airways has no short haul flight questionnaires
119
Gap in customer satisfaction depending on the operating airline
Below are the differences observed among the different SkyTeam members on the passenger satisfaction for the
airport and in-flight services provided.
Mean value of customer satisfaction on the following questions, depending on
the operating airline
MIN
mean
value
MAX
mean
value
Difference between
best and worst
SkyTeam member
4,19
4,55
0,36
3,96
4,53
0,57
Q17. Airport experience : Your overall airport experience
3,62
4,44
0,82
Q17.4 Airport experience : Wait-time for check-in
3,53
4,31
0,78
Q17.5 Airport experience : Efficiency of check-in process
3,79
4,44
0,65
Q17.8 Airport experience : Efficiency of boarding process
3,87
4,40
0,53
Q17.9 Airport experience : On-time departure
3,25
4,43
1,18
Q19.1 Lounge experience : Overall airport lounge experience
3,67
4,25
0,58
Q20.1 Transfert experience : Time between connecting flights
2,85
4,20
1,35
Q20.2 Transfert experience : Ease of transfert between connecting flights
2,78
4,40
1,62
Q21. Service on flight : Your overall in-flight experience
4,08
4,63
0,55
Q21.14 Service on flight : Onboard information about the delay
3,26
4,22
0,96
Q21.6 Service on flight : Seat comfort
3,43
4,04
0,61
Q21.7 Service on flight : Overall meal service
3,29
4,27
0,98
Q26. Overall impression of all the ground and in-flight services offered
3,89
4,57
0,68
Q25. SkyTeam alliance benefits : Overall rating of SkyTeam alliance benefits
3,79
4,34
0,55
Q11. Satisfaction towards phone reservation : Overall satisfaction with the phone
reservation service
Q14. Satisfaction towards website reservation : Overall satisfaction with website
experience
120