The Skytrax Airline Quality Audit (SAQA) is the Product and Service quality audit programme
for the world airline industry, which has been operated on an annual basis by
Skytrax for over 23 years.
SAQA applies an 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
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.
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 .
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
versus Quality Benchmarks
versus potential quality levels for airline
versus target quality levels designated for airline
For information please contact :
Mr Peter Miller