industry. They measure passengers' satisfaction levels by surveying
passengers in all cabin classes.
The 10-month survey is carried out by telephone among 18 million
airline customers from 100 countries. The survey includes 38 key
performance indicators including check-in, boarding, onboard seat
comfort, cabin cleanliness, food, beverages, in-flight entertainment
and staff service.
This year the survey covered over 200 airlines,from international to
domestic carriers.
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