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

BUSINESS CLASS

AIRPORT  :  Florence Airport

Check-In Services

Arrival Assistance

Transfer Services

Arrival Lounges

n/a

Priority Boarding

Baggage Delivery

BUSINESS CLASS LOUNGE  :  Florence Airport

Lounge comfort, space

Staff : Service Efficiency

Washroom, shower facilities

Staff : Enthusiasm, Attitude

Dining options / Food Quality

Staff : Problem Solving

Internet / WiFi options

Staff : Language Skills

Short Haul / Regional

ONBOARD PRODUCT

CABIN STAFF SERVICE

Seat Comfort

Service Speed

Cabin Storage Space

Staff Service Finesse

Comfort : Blankets, Pillows

Staff Experience / Proficiency

Inflight Entertainment

Staff Enthusiasm / Attitude

Washroom Cleanliness

Interaction with PAX

Condition of Cabin, Seats etc

Staff Cabin Presence thru Flight

Quality of Meals served

Responding to Requests

Consistency of Meal Quality

Staff Language Skills

Newspapers & Magazines

Consistency amongst Staff

Cabin Cleanliness

Total Cabin Service efficiency

ECONOMY CLASS

AIRPORT  :  Florence 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