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Airs@t - Benchmark your service quality

Airs@t is a passenger satisfaction benchmarking survey​ designed for airlines. The in-depth research covers all travel service aspects of the pre-flight, in-flight and post-flight passenger travel experience, allowing airlines to track and compare customer satisfaction ratings with those of competitors. ​​

Providing detailed analysis on strengths and weaknesses of each airline and identifying key focus areas for improvement, Airs@t acts as a strategic decision making support tool for airlines.

  •  Strive for the best. See how your airlines is performing against the market.
  • Capitalize on survey results. Explore the key focus areas, which will bring you the highest Return on Investment.
  • Focus on call-to-action items. With more than 70 travel attributes Airs@t will give you detailed answers you are loooking for.

This year’s Airs@t Forum is taking place in Montreal on October 1-2. Join Airs@t team and product users to learn how you can shape your passenger experience with the support of Airs@t.​​​​​​​​​​​​​

Highest Quality Benchmark

Knowing how you perform vs. your competitors, what passengers think and are willing to pay for is priceless. 

Airs@t captures the complete travel experience across all customer touch points in one survey. All information comes straight from the source: the passengers.

  • Global coverage - travellers are surveyed on 5 global routes
  • Based on feedback from over 62,000 passengers per year
  • Benchmark providing satisfaction measures for 30 major airlines
  • Measures passenger satisfaction on over 70 detailed travel attributes
  • With random selection of the passengers, Airs@t ensures high level benchmark capabilities.

The Airs@t questionnaire is distributed to passengers flying on the following routes:

  • Long haul flights between Europe, the Middle East and Asia
  • Long haul transatlantic flights
  • Long haul transpacific flights
  • Long haul transamerican flights
  • Short haul intra-Europe flights

The Airs@t Advantage

Superior service and product offering is a key differentiator in any market, especially in air transportation. Test how you rate against major airlines and understand what it takes to meet your passengers’ needs and expectations.

From check-in and boarding procedures to in-flight services and baggage delivery, use Airs@t to get a true picture of your strengths and weaknesses. Gain an in-depth understanding of the competitive threats to your airline and the opportunities you have to improve customer loyalty.

Gain a competitive edge and build customer loyalty

  • Benchmark specific routes to pinpoint improvement opportunities
  • Monitor trends and evaluate the effects of service changes to your competitive position
  • Offer the right services to your clients before opening new routes
  • Learn which factors have an immediate, positive impact on your performance
  • Know more about your customers’ needs and expectations
  • Get an early reading on the introduction of new services
  • Assess existing product and service offering
  • Communicate improvement targets effectively to your line managers
  • Monitor competitor performance
  • Fine-tune your service to boost passenger satisfaction
  • Spot opportunities for new revenues 


The Airs@t Report 

How does your airline measure up?

Get reports, analysis, charts and ratings covering detailed customer service touch point and product offering features.

  • Website: 4 attributes, e.g. ease of booking
  • Check-In: 6 attributes, e.g. queuing time
  • Lounge: 7 attributes, e.g. comfort
  • Boarding: 4 attributes, e.g. helpful and courteous gate staff
  • Cabin: 7 attributes, e.g. condition of interior
  • Seat: 6 attributes, e.g. leg room
  • Cabin crew: 7 attributes, e.g. responsiveness
  • In-Fight Entertainment: 11 attributes, e.g. selection of movies
  • Food & Beverage: 7 attributes, e.g. selection of meals
  • Arrival: 3 attributes, e.g. speed of luggage delivery
  • Socio demographics and flying patterns: 8 attributes, e.g. gender, age and reason for travel
  • FFP: 4 attributes, e.g. overall rating of FFP
  • Management Summary: overall indicators (KPIs) covering 5 attributes, e.g. overall passenger satisfaction and repurchase intention

​​​​Airs@t helps you to categorize attributes according to their importance and urgency, guiding you on how to improve your airline's overall satisfaction scores.

Dare to compare and act with confidence? Contact us for more information

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