Monthly Archives: February 2010

Emirates Airlines narrowly edges out Etihad to top Airline Service Quality Benchmarking Study

Emirates and Etihad Airlines have outperformed their rivals British Airways, Air France and Qatar Airways in a service quality benchmarking report. Customer service consultancy firm, Ethos Consultancy has conducted an independent study covering a comprehensive list of service quality criteria which captures customer satisfaction at all key customer touch points throughout a typical flight experience. This study analyses the customer experience from flight booking all the way through to check-in, baggage drop, boarding, plane conditions, in flight services such as food and beverage, entertainment and shopping, right through to disembarkation and final baggage claim. With only 0.8% difference between the two UAE national airlines, Emirates Airlines placed first overall scoring 92.3%, followed very marginally by Abu Dhabi based airline, Etihad Airways who scored 91.5%.

Continue reading