They are recruited at 27 airport departure gates located in Asia, Europe, the Middle East and North America. Passengers from each class of flight service are included and the survey is conducted equally across 27 major airlines.
Airs@t benchmarks the entire travel experience (from purchase to pre-boarding, and in-flight satisfaction) for over 50 service and product items, as follows:
Reservations: 5 attributes, e.g. reduced customer waiting time before being attended to
Website: 4 attributes, e.g. simplicity of reserving
Check-In: 7 attributes, e.g. shorter queuing time
Lounge: 4 attributes, e.g. comfort
Boarding: 5 attributes, e.g. helpful and courteous gate staff
Cabin: 8 attributes, e.g. condition of interior
Seat: 7 attributes, e.g. adequate room
Cabin crew: 7 attributes, e.g. responsiveness, availability
In-Flight Entertainment: 11 attributes, e.g. selection of movies
Food & Beverage: 5 attributes, e.g. choice of meals
Arrival: 5 attributes, e.g. rapid luggage delivery
Socio-demographics and air travel patterns: 8 attributes, e.g. gender, age and motive for travel
FFP: 4 attributes, e.g. overall rating of FFP
Airs@t reports are inclusive of m1nd-set’s sophisticated analyses such as the Asymmetry of satisfaction to identify and prioritize key drivers.
They are divided amongst the following air-routes:
A slightly different methodology is used for US domestic flights.
Airs@t data is available to all stakeholders within the travel industry who want to understand the needs, expectations and key drivers of passenger satisfaction. It is the most powerful benchmarking tool for airlines and companies providing services to airlines.