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Skytrax introduced the World Airline Star Ranking programme in 2000. It is the Quality Analysis system that ranks airline product and service standards, based on professional evaluation conducted by our in-house airline audit specialists.
To determine and award an Airline Star Rating level, Skytrax audit office carries out a detailed Quality analysis across more than 800 different areas of product and service delivery.
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Airlines featured in the Airline Star Ranking membership benefit from a range of Competitive Performance analysis
studies on an annual basis. The Airline Star Ranking programme applies an internationally recognised evaluation system to assess the "front-line"
quality standards of an airline.
The Star Ranking programme operates in a real-time analysis format, to ensure that Airline Star Ranking levels are constantly maintained and adjusted in accordance with changes made by an airline, be this to product or service standards - on average, each airline's
Star Ranking is reviewed in depth every 2-3 months, and adjusted in accordance with the annual ratings.
Airline Star Ranking levels are not based on customer feedback or reviews, but the detailed Audit programme that ensures every airline is guaranteed a fair and independent approach. Ratings look at all areas of an airline's airport and
onboard product and service standards, and this is applied across all cabin types, be they short, medium or long haul. Within the Star Ranking criteria, there are key requirements that will determine a final ranking level, and these govern key
product areas such as seat standards and inflight entertainment.
"Seat comfort remains a priority factor to most passengers, whether in Economy, Business or First class - and this is a well-proven feature in final trip satisfaction. We have key guidelines that determine what is necessary to
achieve different Star Ranking levels, and cabin seating clearly forms a part of this. For example, we set a policy in 2009 that ruled out the prospect of a 5-Star Airline ranking being awarded to any airline that opted for a 10 across seating configuration
on their Boeing 777 aircraft" says Edward Plaisted, CEO of Skytrax. "This is just one of many key components where we have had to set clear guidelines as to what does or does not make the 5-Star grade."
World Airline Star Rating provides the world airline industry (and it's customers) with a professional, unified Quality classification system that is the internationally recognized symbol of airline product and service standards.
Every airline is ranked on the basis of the delivered front-line Product and
Service quality - with Star Ranking levels representing international
(world-class) product and service standards. (In the case of domestic-only
airlines, Star Ranking reflects domestic product and service quality.)
SKYTRAX do not include commercial factors (eg fares, schedules, frequent flyer rewards etc) in an Airline Star Rating.
These are areas that change so frequently it would not be possible to operate a fair and
accurate Ranking system, and the primary focus of an airline Star Ranking is to highlight the "front-line" product and service that customers can expect from each airline.
Entry into the Quality Certified airline programme is available to full member airlines.
The Index of Star Ranking subjects is available on application to Skytrax, and airlines that wish to consider being included in full Star Ranking Membership programme, and benefit from associated Competitive Performance and Quality
Certification services should contact us.
For information please contact :
Mr Peter Miller
Director Marketing
SKYTRAX
Email: miller@airlinequality.com
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