The World Airline Quality Audit (WAQA) is the airline industry's recognised Product and Service quality audit programme, operated on an annual basis by Skytrax for over 20 years.

Skytrax Quality Certification provides global recognition of an airline's front-line standards, and compliance with the World Airline Quality Audit (WAQA) accepted standard.

The World Airline Quality Audit (WAQA) 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 WAQA programme is designed to assess and ensure compliance with Product and Service Delivery quality standards, normally reviewed on an annual basis (or 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 World Airline 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 / 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.

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:

   .v. Quality Benchmarks

   .v. potential quality levels for airline

   .v. target quality levels designated for airline

For further information, please contact :

Mr Edward Plaisted
CEO
SKYTRAX GROUP

Tel  +44-207-016-2197