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The World Airline Awards are the primary benchmarking tool for Passenger Satisfaction levels of
airlines throughout the world, delivering a unique survey format based on analysis of business and leisure travellers,
across all cabin travel types (First Class, Business Class, Premium Economy Class and Economy class passengers).
Air travellers were surveyed by telephone, questionnaires and online about their experiences with airlines on the ground
and in the air during a 10-month period. The survey measured passenger satisfaction across more than 38 key performance
indicators of airline front-line product and service, including check-in, boarding, onboard seat comfort, cabin cleanliness,
food, beverages, in-flight entertainment and staff service. The Survey covered over 200 airlines, from the largest
international airlines to smaller domestic carriers.
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