GENERAL RATINGS

Web Site : Ease of Use

Age of Aircraft in Fleet

Web Site : Product information

Cabin Safety Standards

Fares : Tax / Charges info

Cockpit Communications

Fares : Add-on Charges

Airline Magazine : Interest

Clarity of Add-on Charges

Airline Magazine : Presentation

Online Check-In

Staff Grooming

Handling Delays / Cancellations

Assisting Families & Children

Customer Service Support

Value for Money

ECONOMY CLASS

AIRPORT  :  Air Berlin Airport

Check-In : Waiting times

Arrival Assistance

Check-In : Service Efficiency

Baggage Delivery

Efficiency of Boarding

Excess Baggage Charges

SHORT HAUL / REGIONAL

ONBOARD PRODUCT

CABIN STAFF SERVICE

Seat Comfort

Assisting with Seat changes

Cabin Storage Space

Service Speed

Availability of Blankets, Pillows

Staff Service Finesse

Inflight Entertainment

Staff Experience / Proficiency

Washroom Cleanliness

Staff Enthusiasm / Attitude

Cabin Cleanliness

Interaction with PAX

Condition of Cabin, Seats etc

Staff Cabin Presence thru Flight

Complimentary Food/Beverages

Responding to Requests

Price of Beverages

Staff Language Skills

Price of BOB*  Food / Snacks

Consistency amongst Staff

Quality of BOB* Food / Snacks

Total Cabin Service efficiency

Availability of BOB*   Food

*BOB = Buy Onboard