WORLD AIRLINE AUDIT
SKYTRAX began the World Airline Audit in 1990, to offer a professional, global quality evaluation programme for airline
"front-line" product and service standards.
The World Airline Audit is the airline industry's premier product and
service quality audit programme, and has been operated on an annual basis by
Skytrax for over 15 years.
The Audit evaluates all aspects of an airline's "front-line" product and service
delivery quality performance - across airport and onboard environments.
Qualitative evaluation and performance analysis is applied across all
research features, ensuring that Audit processes deliver the highest degree
of accuracy and consistency.
Ground service analysis includes airline website operations / facilities, airport
ticketing, check-in, security, lounges, boarding, departures, transfer,
arrivals and corporate branding - all being evaluated by Skytrax Audit team specialists.
Onboard service comprises analysis of all product and service delivery elements - core product standards, service efficiency and
the critical factors of final staff service delivery.
World Airline Audits apply a rigorous evaluation methodology, with all studies and advisory reporting by experienced, aviation specialists
- a core benefit of the Skytrax service. We do not use a generalised market research approach for this specialist sector, and
all Skytrax staff are airline industry "experts", fully aware of the financial pressures and conditions affecting airlines throughout the world.
World Airline Audit research offers cost-effective and clearly tangible benefits to every
airline. Learning that service weakness prevails or that "delivered" products are not
matching "designed" quality targets is not of benefit to the airline on it's own.
An airline needs effective solutions for achieving change, and policies to maintain quality improvement.
This is where Skytrax provides an unrivalled knowledge of "workable" change solutions ..... integrated to all
forms of product change / development, and front-line service delivery.
Airline Audit studies analyse every product or service weakness, and
apply a complex "cause, effect and remedy" solution.
Skytrax are renowned for delivering a unique, and unrivalled level of
accuracy for all front-line service quality assessments.
COMPETITIVE PERFORMANCE ANALYSIS
Every aspect of an airline's front-line quality is evaluated and quantified on both a stand-alone, and
competitive performance basis - against selected airlines.
This is critical, not only to gain clearest understanding where standards can, or need to
be improved, but to maintain momentum of quality change and improvement within the airline.
The stand-alone analysis of the airline, evaluates product and service standards against a variety of different
quality measures:
1. against Skytrax Quality Benchmarking systems
2. against considered airline potential quality levels
3. against airline target quality levels
ANNUAL AUDIT REPORTING
Each year, Skytrax compile a series of Audit Report studies, based around Competitive Performance analysis
across a central core of approximately 85 airlines. The annual reports currently in publication include:
1. World First Class
(long haul/int'l)
2. World Business Class
(long haul/int'l)
3. World Economy Class
(long haul/int'l)
4. European Business Class (short haul/int'l)
5. Low-Cost Airlines
(long haul/int'l)
For more information about the World Airline Audit,
please contact in the first instance :
Mr Peter Miller
Director Marketing
SKYTRAX GROUP
Email: miller@airlinequality.com
