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The SKYTRAX Airline Quality Audit (SAQA) is the airline industry's recognised Product and Service quality audit programme, operated on an annual basis by
Skytrax for over 20 years. Quality Certification provides global recognition of an airline's front-line standards, and compliance with
the World Airline Quality Audit (WAQA) accepted standard.
SAQA applies an internationally recognised evaluation system to assess the front-
line quality standards across all Product and Service Delivery areas, applied to both Onboard and Airport operations.
Using well established and recognised quality audit principles, Airline Audits are conducted in a standardised and
consistent manner.
The SAQA programme is designed to assess and ensure compliance with Product and Service Delivery quality standards,
normally reviewed on an annual basis (6-monthly when linked to internal airline performance monitoring) basis.
Ground service analysis covers website operations and all front-line airport services at the airline's home base hub -
(ticketing, check-in, security, lounges, boarding, departures, transfer, arrivals, corporate branding).
Onboard service analysis is a detailed and complex Qualitative evaluation of all product and service delivery elements - core product standards, service efficiency and
critical factors of staff service delivery.
The SKYTRAX Airline Quality Audit conforms to a rigorous methodology, with all studies and advisory reporting carried out by experienced, aviation specialists.
All Skytrax staff are airline industry specialists, fully aware of financial pressures and conditions affecting airlines across the world.
World Airline Audit research offers cost-effective and tangible benefits to every airline, providing effective solutions to both achieve Quality improvement,
and policies to maintain such change .
SKYTRAX deliver an unrivalled knowledge of "workable" change solutions ..... integrated to all forms of product change
and development, and front-line service delivery.
Airline Audit studies analyse every product or service weakness, and apply a complex "cause, effect and remedy" solution.
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 development within the airline.
The stand-alone analysis of the airline, evaluates product and service standards against a variety of different
quality measures:
versus Quality Benchmarks
versus potential quality levels for airline
versus target quality levels designated for airline
For information please contact :
Mr Peter Miller
SKYTRAX
Email: miller@airlinequality.com
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