BOOKING : WEBSITE : CUSTOMER SUPPORT

Website : Language options

Website : Service Information

Website : Ease of Use

Website : Product information

Website : Fares & Taxes info

Fares : Clarity of add-on charges

Credit Card payment fees

Checked baggage charges

Online Check-In facility

Online Manage Booking facility

Departure / Check-in information

Ease contacting Customer support

Cost contacting Customer support

Quality of customer support help

Handling cancellations

Handling refunds

Excess Baggage charges

AT THE AIRPORT

Charges to check-in

Check-in : Service Efficiency

Check-in : Service courtesy

Check-in : Excess baggage charging

Delays / cancellation advice

Cancellation handling efficiency

Boarding : Delay information

Boarding : Paid-for boarding service

Boarding efficiency

Boarding : Staff courtesy

Arrivals : Staff visibility

Arrivals : Staff availability to assist

Arrivals : Baggage Delivery

Airport Services "Stress" factor

ONBOARD THE FLIGHT

Cabin Storage

Seat Comfort

Condition of seats, cabin interior

Cabin cleanliness

Washroom cleanliness

Inflight Entertainment options / Cost

Intrusion of PA sales messages

Intrusion of Cabin sales service

Standard of Safety display

PA information from flightdeck

Staff Assistance thru Boarding

Staff Welcome to boarding PAX

Staff Assisting with seat changes

Staff Attention to safety

Staff Inflight service efficiency

Staff Service courtesy

Staff Cabin presence thru flight

Staff Language skills

Staff Friendliness of service

Meal/Beverage service efficiency

Quality consistency amongst staff

Family friendly service

Beverage selection *BOB

Snack selection *BOB

Hot/Cold Meal selection *BOB

Prices of Food + Beverages *BOB

Exchange rates applied *BOB

Quality of Food choices *BOB

Availability of Choices *BOB

*BOB = buy onboard