REPEAT PASSENGER RECOGNITION FOR TACA THROUGH SKYTRAX: “BEST AIRLINE” AND “SERVICE EXCELLENCE” FOR CENTRAL AMERICA AND THE CARIBBEAN
With more than ten years experience, Skytrax runs the most globally respected airline passenger survey
This year more than 17.9 million travelers, of more than 100 nationalities participated in choosing the winning airlines
This external and independent survey reasserts the perceptions and standards the airline measures through its own internal research: its net promoter indexes
TACA Airlines was recognized by second consecutive year through the Skytrax 2010 awards, the most globally respected airline passenger survey, in the following categories:
“Best Airline for Central America and the Caribbean”
“Service Excellence in Central America and the Caribbean”
“This recognition is the result from genuine team work within the organization. Skytrax has presented us with this recognition that I now have the honor to transfer to this representative group of our collaborators. I want to congratulate and express my appreciation for their exceptional work, which has allowed the airline to come closer to its vision as an organization,” said Roberto Kriete, President of the Board of Directors Avianca-TACA. “I am certain that this recognition will only stimulate us to continue with our service efforts and to look for new improvement opportunities.”
The world airline awards were presented by Skytrax in Hamburg, Germany, within the Aircraft Interiors Trade Show, one of the main exhibition opportunities for the aircraft interior international market. Nearly 200 airlines were represented by their executives and CEOs. The trade show had more than 500 exhibits and 10,500 participants.
“Skytrax has more than ten years experience conducting the global survey, it is highly regarded in the industry for its transparency as well as for the rigorous application of rules that guarantee its independence,” said Robert Kriete, Chairman Avianca-TACA. “We are receiving this validation from our passengers by second consecutive year, which supports the sustainability of the permanent efforts that we keep fulfilling as a team in order to deliver service quality.”
Passengers rate 38 aspects of their flight experience through the survey, thus awarding their preference
The Skytrax global survey does not receive any type of sponsorship or financing by third parties, it is globally well-known as a reliable benchmark resource between airlines.
“We fully trust the results that have gained such a prestigious reputation during more than 10 years of operation. In order to guarantee the integrity of the results Skytrax relies on a systems that monitor user ISP information and similarities in the answer patterns, enabling the elimination of multiple entries,” said Kriete.
In the 2009-2010 survey, approximately 17.9 million travelers of more than 100 nationalities participated, during a ten month period covering from July 2009 through April 2010. The survey included more than 200 airlines ranging from those of great size and international, to the smaller domestic carriers.
There are 38 different aspects of passenger satisfaction that rate the product and service standards of each airline around the world. The survey analyzes the traveler ground and on board experiences.
The information is collected through:
· Passenger Interviews completed online
· Business Research Group / Travel Panel
· Corporate Travel Questionnaire
· Telephone Interviews
· Selected Telephone Passenger Interviews
The travelers make their nominations for the different awarded categories: best airline of the year, best low cost airline, best regional airline, best on-board entertainment, among others.
Consistent and sustainable efforts yield consistent and sustainable results
“Our commitment with the client and consistency in listening and adapting to its needs is helping us get closer to our vision, in becoming the preferred airline for our passenger,” said Estuardo Ortiz, COO of Avianca-TACA. “Indeed these awards are known world-wide for recognizing this preference (The Passenger's Choice awards).”
Among those aspects that are rated by the passengers in the survey are those related to onboard product, onboard staff service, and ground/airport services. As part of the onboard product the survey looks for passengers input on cabin seat comfort, cabin cleanliness, cabin lighting/ambiance, reading materials, quality of meals, drink selection, among others.
Skytrax’s research also rates onboard service with parameters such as: assistance thru boarding, friendliness of staff, consistency of service across different flights, service attentiveness/efficiency, problem solving skills, and general staff attitudes.
The ground/airport aspects include online booking service, airline web site, online check-in service, airport ticket counters, quality of check-in service, waiting times at check-in, boarding procedures, friendliness and efficiency of ground staff, baggage services, etc.
More information about the awards can be seen at www.worldairlineawards.com
TACA is an international airline that connects three Americas which strives to offer world-class service that’s welcoming, friendly and efficient for today’s modern traveler