China Aviation Daily | Jun. 28, 2018

CAPSE (Civil Aviation Passenger Service Evaluation) of Carnoc.com has released the Airlines Service Evaluation Report and Airports Service Evaluation Report for the first quarter of 2018 on 20 April.

A total of 593,864 questionnaires have been collected this quarter. To make a more effective analysis, the samples for each airline were more than 500. In the Q1 report, CAPSE selected 37 airlines to measure passenger satisfaction, covering 20 domestic airlines, 10 regional and international carriers, along with 7 low-cost carriers.

Domestic airlines are as follows: Xiamen Airlines, Sichuan Airlines, Hainan Airlines, Shandong Airlines, Shenzhen Airlines, Air China, China Southern Airlines, China Eastern Airlines, Shanghai Airlines, Loong Air, Juneyao Air, Kunming Airlines, Capital Airlines, Tianjin Airlines, Hebei Airlines, Chengdu Airlines, China Express Air and Okay Airways, and the newly added Donghai Airlines as well as Tibet Airlines for this quarter. Meanwhile, regional and international carriers are as follows: Emirates Airlines, Singapore Airlines, All Nippon Airways, EVA Air, Asiana Airlines, Korean Air, Cathay Pacific Airways, China Airlines, Cathay Dragon Airlines and Hong Kong Airlines. Additionally, low-cost carriers are as follows: Thai AirAsia, AirAsia, Spring Airlines, Lucky Air, West Air, China United Airlines and the newly added 9 Air for this quarter.

The latest evaluation report compared these airlines' average quarter scores and rankings, making it easier for readers to get a clear and simple view of each airline's changes and improvements in in-flight and ground services. It shows that the overall passenger satisfaction was 3.88 this quarter, 0.03 score higher than that in the previous quarter and 0.03 score higher than that in the first quarter of 2017 respectively. From the passenger satisfaction, the achieved results for air services that satisfy passengers' demands were inseparable from the diligent work of all staff in civil aviation industry.

Singapore Airlines, All Nippon Airways, Korean Air, EVA Air and Emirates Airlines were among the top 5 airlines by passenger satisfaction.

While the top 5 airlines with best in-flight and ground services in mainland China were Xiamen Airlines, Sichuan Airlines, China Southern Airlines, Shandong Airlines and Shenzhen Airlines, respectively.

Besides, the average score for low-cost carrier rankings was 3.45, and two foreign airlines were in the top rankings, including Thai AirAsia and AirAsia, and followed by Lucky Air, Spring Airlines, China United Airlines, West Air and 9 Air.

The original report is available for download at here.

For further information about the report, please visit www.capse.net

Contributed by CAPSE



