Gulf Air cabin crew rated excellent in IATA survey

Airline's overall satisfaction ratings increase by 8% from 2008.
Gulf air, NEWS, Aviation


Gulf Air has published the results of its 2009 customer satisfaction survey, which saw the airline’s overall satisfaction ratings increase by 8% from 2008 and its cabin crew rated as excellent.

More than 20,000 passengers took part in the independent survey, carried out by the global airline industry’s governing body IATA over a one year period.

The survey looked at a number of different factors, such as booking tickets, aircraft cleanliness, attitude and friendliness of cabin staff, availability of newspapers and magazines, efficiency of check-in and boarding, grooming and appearance of cabin staff, handling of delays and cancellations, and in-flight entertainment selection. It also assessed customer satisfaction across various categories for business class, first class and frequent flyers.

The survey found that 91% of respondents rated their satisfaction of the airline as good or higher, an 8% increase on 2008, with 38% saying very good and 19% excellent.

Individual service ratings for the airline were also positive with the top rating score of “excellence” given to cabin crew. This was followed by good check-in experience and food and beverage. When asked to identify areas for improvement, customers suggested in-flight entertainment and overall cabin features.

Key findings in the study also revealed that the airline’s main passenger volume in 2008 came from the business travel segment followed by holiday and, visiting friends and relatives (VFR) travel segments.

"The information we receive through this survey is critical to Gulf Air’s efforts toward continuous improvement. We want to thank everyone who participated - the opinions of our passengers are important and they provide valuable insight into their opinions and preferences,” said Gulf Air CEO Samer Majali.

"A key part of our new strategy is focused on the needs and demands of our customers, without them we don’t have a business. As the survey illustrated scheduling and value for money are of paramount importance to our passengers, it is essential that we reflect their needs and aspirations. Our new strategy does. We are creating more value for money, offering a targeted more focused regional and international network, a superior and more consistent product and a modern, more efficient fleet,” he concluded.

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