2018 Airline Satisfaction Survey

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1 2018 Airline Survey

2 2 Table of Contents Part 1: Outline of This Report 3 1. Outline of the Survey 4 2. Profile of the Respondents 5 Gender /Age /Area of Residence /Occupation /Annual income 5 Purpose for Overseas Travel and Persons Accompanying /Overseas Travel Type / Time spent on flight (per one-way) 6 Means of Arranging Air Tickets Used 7 Air Tickets Used 8 Whether Airline Website/app Was Used for Overseas Travel 9 Purpose for Use of Airline Website/app 10 Items of Importance When Choosing Airline 11 Optional Services Not Free That Were Used 13 Part 2: Airline Evaluations Overall by Attribute 16 1) Aircraft Equipment and Amenities 16 2) Service by Cabin Crew 17 3) Service by Ground Crew 18 4) In-flight Food and Drink Service 19 5) In-flight Entertainment with Cost Performance Intention to Use Again Airlines Desired for Future Use 23

3 Part 1: Outline of This Report 3

4 Part 1: Outline of This Report 1. Outline of the Survey Objective Get evaluations from those who traveled overseas in Respondents The survey was done on 13,211 respondents selected from the Mighty Monitors of INTAGE Inc. These were Japanese citizens aged 18 years and over who traveled overseas in the year 2017 (the month of departure being in 2017). * Respondents included also those who traveled for work purposes and those on long-term stays. Timing Thu. 12 April through Mon. 16 April, 2018 Research Method Internet survey Tabulation Numbers 4,000 respondents (respondents contacted: 13,211, samples collected: 5,833s (successful collection rate of 44.2%)) * Respondents were randomly selected so that each of 40 s was represented by 100 respondents in the numbers tabulated. Airlines included in the survey ANA, JAL, Vanilla Air, Peach Aviation, American Airlines, Air Canada, Delta Air Lines, United Airlines, Qantas, Jetstar, Hawaiian Airlines, Asiana Airlines, AirAsia X, Eva Air, Garuda Indonesia, Cathay Pacific Airways, Jetstar Asia Airways, Singapore Airlines, Scoot, Korean Air, Tigerair Taiwan, Thai Airways, Jeju Air, China Airlines, Air China, China Eastern Airlines, Philippines Airlines, Vietnam Airlines, Hong Kong Airlines, Malaysia Airlines, KLM Royal Dutch Airlines, Alitalia, Air France, Finnair, British Airways, Lufthansa, Etihad Airways, Emirates, Qatar Airways, Turkish Airlines * The s included in this survey are the top 40 s used in the last trip taken in the year 2017, according to the results of the 2018 AB-ROAD Overseas Travel Survey (see below). Addenda: (1) In the case of a single answers, totals for the options do not necessarily come out to 100% due to the percentage each option was given being rounded to the second decimal point. (2) Figures from a past survey are quoted in order to provide longitudinal data Airline Survey - Timing: 14 April through 17 April 2017; size tabulated: 4,000s (100 samples for each ) (3) In this survey, respondents who in 2017 took multiple trips on the s covered were asked to answer about their last used in order to have them specify the details of the trip taken. (4) Omitted from the tabulations of this survey were s for which users of in-flight food and drink service and in-flight entertainment numbered less than 80. "2018 AB-ROAD Overseas Travel Survey" Outline Objective To provide related parties with reference data by ascertaining the facts regarding overseas travelers booking practices, consumer behavior, popular destinations, and destinations desired for visit. Respondents Selected from the Mighty Monitors of INTAGE Inc., these were Japanese citizens aged 18 years and over who traveled overseas in the year 2017 (the month of departure being in 2017). Timing Tue. 20 Mar through Mon. 26 Mar, 2018 Research Method Internet survey Numbers Tabulated 5,016 respondents (respondents contacted: 8,086; samples collected:5,314 (successful collection rate of :65.7%)) Method of Tabulation The survey results were weighted to correspond with the breakdown of leisure travelers (by gender and age). The weightings used are as follows yrs yrs yrs yrs 60 yrs+ Male Female

5 Part 1: Outline of This Report 2. Profile of the Respondents Gender(Total / Single Answer) Age (Total / Single Answer) Female 48.4% Male 51.7% 60 yrs+ 28.7% yrs 25.6% yrs 10.4% yrs 14.3% yrs 21.2% (n=4,000) (n=4,000) Area of Residence (Total / Single Answer) Hokkaido Tohoku Kanto Total Kita Kanto 4 Hokuriku/ prefectures Koshinetsu Chubu/ Tokai Kansai Total Keihanshin Other Kinki Chugoku Shikoku Kyushu/ Okinawa Total 4, Occupation (Total / Single Answer) Office workers/ General (clerical) Office workers/ General (research or technical) Office workers Office workers/ General (sales) Office workers/ General (others) Office workers/ Manager class, company directors Civil servants/ Educators Freelance Temporary worker/ Contracted employee Students Full-time housewives Unemployed Total 4, Other Annual Household Income (Total / Single Answer) 20 Total Under 3,000,000 yen Selfemployed Parttimers 3,000,000-3,999,999 yen 4,000,000-4,999,999 yen 5,000,000-5,999,999 yen 6,000,000-6,999,999 yen 7,000,000-7,999,999 yen 8,000,000-9,999,999 yen 10,000,000-14,999,999 yen 15,000,000 yen or more Don't know/ Don't want to answer Total 4,

6 Part 1: Outline of This Report Purpose for Overseas Travel and Persons Accompanying (Total / Single Answer) Total Private Work (study Private Private Private Private (business, Private Private (with abroad, Private Private (married Private (family trip (family trip (family trip academic, (alone with two or more language Other (travel alone) (couple) couple (honeymoon) (with (with (three inspection, friend) friends) study, longterm stay, travel) parent(s)) child(ren)) generations) etc.) etc.) Total 4, Overseas Travel Type (Total / Single Answer) [Package] Full package [Package] Medium package [Package] Skelton [FIT] Package Tour Total Total (n=4,000) 17.6% [Package] Full package : Tour that is scheduled with sightseeing, activities, and most meals [Package] Medium package : Tour that is scheduled with some sightseeing, activities, and meals, as well as tours with some free time [Package] Skelton : Tour that basically has free time at destinations, and only includes roundtrip air tickets, hotels, and local transportation [FIT] : Air tickets, hotels, etc. are arranged individually Time Spent on Flight (per one-way) (Total / Single Answer) Close flight (about less than 5 hours) Medium flight (about 5-9 hours) Long flight (about 9 hours or more) Total (n=4,000) 38.9%

7 Part 1: Outline of This Report Means of Arranging Air Tickets Used (Total / Single Answer) Company or person related to operations arranged Arranged through Arranged through travel company Used package Individually arranged Arranged through company specializing in low price air tickets Arranged by self through other means I haven't arranged myself Total (n=4,000) 6.9% Japanese ANA JAL Vanilla Air Peach Aviation American Airlines South / North American Air Canada Delta Air Lines United Airlines Pacific / Oceania Qantas Jetstar Hawaiian Airlines Asiana Airlines AirAsia X Eva Air Garuda Indonesia Cathay Pacific Airways Jetstar Asia Airways Singapore Airlines Scoot Korean Air Middle East / Africa European Asian Tigerair Taiwan Thai Airways Jeju Air China Airlines Air China China Eastern Airlines Philippines Airlines Vietnam Airlines Hong Kong Airlines Malaysia Airlines KLM Royal Dutch Airlines Alitalia Air France Finnair British Airways Lufthansa Etihad Airways Emirates Qatar Airways Turkish Airlines " " indicates a low-cost carrier (LCC) 7

8 Part 1: Outline of This Report Air Tickets Used (package tour non-users / Single Answer) Low cost ticket (individual sales of group fare) PEX tickets (officially discounted fare) Ticket sold directly by a low cost carrier Free air tickets acquired through mileage Air tickets at normal fares Don't really know / Others Total (n=2,041) 19.3% ANA (n=47) Japanese JAL (n=51) Vanilla Air (n=66) Peach Aviation (n=76) American Airlines (n=61) South / North American Air Canada Delta Air Lines (n=44) (n=53) United Airlines (n=62) Pacific / Oceania Qantas (n=50) Jetstar (n=56) Hawaiian Airlines (n=25) Asiana Airlines (n=53) AirAsia X (n=72) Eva Air (n=48) Garuda Indonesia (n=40) Cathay Pacific Airways (n=38) Jetstar Asia Airways (n=68) Singapore Airlines (n=39) Scoot (n=60) Korean Air (n=52) Asian Tigerair Taiwan (n=55) Thai Airways (n=69) Jeju Air (n=72) China Airlines (n=29) Air China (n=69) China Eastern Airlines (n=55) Philippines Airlines (n=54) Vietnam Airlines (n=48) Hong Kong Airlines (n=48) Malaysia Airlines (n=51) KLM Royal Dutch Airlines (n=56) Alitalia (n=32) European Air France Finnair (n=52) (n=36) British Airways (n=56) Lufthansa (n=43) Middle East / Africa Etihad Airways Emirates Qatar Airways Turkish Airlines (n=44) (n=29) (n=41) (n=41) " " indicates a low-cost carrier (LCC) Reference data for the because less than n=30 8

9 Part 1: Outline of This Report Whether Airline Website/app Was Used for Overseas Travel (Total / Single Answer) Used Didn't use Total (n=4,000) 59.2% Peach Aviation [Japanese] AirAsia X [Asian] Vanilla Air [Japanese] Jetstar Asia Airways [Asian] Scoot [Asian] Tigerair Taiwan [Asian] Jetstar [Pacific / Oceania] Jeju Air [Asian] JAL [Japanese] Qantas [Pacific / Oceania] ANA [Japanese] British Airways [European] Air France [European] Hong Kong Airlines [Asian] KLM Royal Dutch Airlines [European] Asiana Airlines [Asian] American Airlines [South / North American] Etihad Airways [Middle East / Africa] Eva Air [Asian] Turkish Airlines [Middle East / Africa] Thai Airways [Asian] Garuda Indonesia [Asian] Malaysia Airlines [Asian] Qatar Airways [Middle East / Africa] Delta Air Lines [South / North American] United Airlines [South / North American] Air Canada [South / North American] Korean Air [Asian] Philippines Airlines [Asian] Emirates [Middle East / Africa] Alitalia [European] Cathay Pacific Airways [Asian] Singapore Airlines [Asian] Hawaiian Airlines [Pacific / Oceania] Lufthansa [European] Vietnam Airlines [Asian] Finnair [European] Air China [Asian] China Eastern Airlines [Asian] China Airlines [Asian] Prior to booking Period used At time of booking After booking If the website/app was used for the air tickets "Prior to booking," "At time of booking" or "After booking," that will be regarded as "Used." " " indicates a low-cost carrier (LCC) 9

10 Part 1: Outline of This Report Purpose for Use of Airline Website/app (Airline website/app user / Multiple Answer) 60 Total Ticket purchase Confirmation of schedule Designate seat Total (n=2,366) Confirmation of air ticket price information ANA [Japanese] (n=67) JAL [Japanese] (n=72) Vanilla Air [Japanese] (n=82) Peach Aviation [Japanese] (n=92) American Airlines [South / North American] (n=61) Air Canada [South / North American] (n=53) Delta Air Lines [South / North American] (n=54) United Airlines [South / North American] (n=54) Qantas [Pacific / Oceania] (n=67) Jetstar [Pacific / Oceania] (n=73) Hawaiian Airlines [Pacific / Oceania] (n=46) Asiana Airlines [Asian] (n=61) AirAsia X [Asian] (n=85) Eva Air [Asian] (n=59) Garuda Indonesia [Asian] (n=54) Cathay Pacific Airways [Asian] (n=47) Jetstar Asia Airways [Asian] (n=81) Singapore Airlines [Asian] (n=47) Scoot [Asian] (n=75) Korean Air [Asian] (n=52) Tigerair Taiwan [Asian] (n=73) Thai Airways [Asian] (n=55) Jeju Air [Asian] (n=72) China Airlines [Asian] (n=32) Air China [Asian] (n=42) China Eastern Airlines [Asian] (n=39) Philippines Airlines [Asian] (n=52) Vietnam Airlines [Asian] (n=45) Hong Kong Airlines [Asian] (n=63) Malaysia Airlines [Asian] (n=54) KLM Royal Dutch Airlines [European] (n=63) Alitalia [European] (n=50) Air France [European] (n=65) Finnair [European] (n=43) British Airways [European] (n=66) Lufthansa [European] (n=46) Etihad Airways [Middle East / Africa] (n=60) Emirates [Middle East / Africa] (n=52) Qatar Airways [Middle East / Africa] (n=54) Turkish Airlines [Middle East / Africa] (n=58) Acquired information pertaining to e-ticket and check-in procedures Acquired information pertaining to baggage weight and limitation on number of pieces Acquired information pertaining to in-flight services and what to do on flight Confirmation of terminal location and how to get around in the airport Acquired information pertaining to in-flight rules such as smoking and what can be brought on board Confirmation of costs such as fuel surcharge Acquired campaign information Acquired mileage information (pertaining to accruing miles) Acquired information pertaining to connecting flights or destinations after connecting Acquired information pertaining to air ticket cancellation charges and terms Check and book optional services that are not free Acquire travel information on tours, hotels, etc. Acquired mileage information (pertaining to the use of miles) Other There was no particularly strong reason " " indicates a low-cost carrier (LCC) 10

11 Part 1: Outline of This Report Items of Importance When Choosing Airline (Total / Multiple Answer) Total There are direct flights The flight suits my schedule It is an assuring It is a well-known Airline of the destination country Is an LCC (low cost carrier) Price was cheaper than other tickets for the same conditions Departs from nearest airport Convenient flight schedule Connecting flights are convenient Total (n=4,000) Gender Male (n=2,066) The is designated There are cabin crew who speak Japanese Female (n=1,934) Age yrs (n=415) Cabin crew provides good service The mileage accrued / terms for adding miles is good for s affiliated to the used Many flights Full lineup of in-flight food is offered Aircraft equipment is good (new, clean) I accrue miles / the additional terms are good for the I use Price was cheaper than other tickets but the conditions were not the same Offers full lineup of in-flight entertainment It is a Japanese Aircraft amenities (width of seats, etc.) are good Easy to use accumulated miles Is business class or higher Can buy through a method I am accustomed to Airport ground crew provides good service Was recommended by a travel agent Is not an LCC (low cost carrier) Airline staff at airport are good at what they do Other Nothing in particular I haven't selected the myself Area of residence Travel type Accompanying traveler Travel class yrs (n=570) yrs (n=846) yrs (n=1,023) yrs or older (n=1,146) Kanto (n=1,924) Kansai (n=868) Tokai (n=426) Package (n=1,959) Full package (n=703) Medium package (n=425) Skelton (n=831) FIT (n=2,041) Travel alone (n=695) With spouse/partner/on honeymoon (n=1,220) With friend (n=648) Family travel (n=695) Is business class or higher (n=458) Economy class (n=3,542)

12 Part 1: Outline of This Report Items of Importance When Choosing Airline (Total / Multiple Answer) Total There are direct flights The flight suits my schedule It is an assuring It is a well-known Airline of the destination country Is an LCC (low cost carrier) Price was cheaper than other tickets for the same conditions Departs from nearest airport Total (n=4,000) Convenient flight schedule Connecting flights are convenient ANA [Japanese] JAL [Japanese] Vanilla Air [Japanese] Peach Aviation [Japanese] American Airlines [South / North American] Air Canada [South / North American] Delta Air Lines [South / North American] United Airlines [South / North American] Qantas [Pacific / Oceania] Jetstar [Pacific / Oceania] Hawaiian Airlines [Pacific / Oceania] Asiana Airlines [Asian] AirAsia X [Asian] Eva Air [Asian] Garuda Indonesia [Asian] Cathay Pacific Airways [Asian] Jetstar Asia Airways [Asian] Singapore Airlines [Asian] Scoot [Asian] Korean Air [Asian] Tigerair Taiwan [Asian] Thai Airways [Asian] Jeju Air [Asian] China Airlines [Asian] Air China [Asian] China Eastern Airlines [Asian] Philippines Airlines [Asian] Vietnam Airlines [Asian] Hong Kong Airlines [Asian] Malaysia Airlines [Asian] KLM Royal Dutch Airlines [European] Alitalia [European] Air France [European] Finnair [European] British Airways [European] Lufthansa [European] Etihad Airways [Middle East / Africa] Emirates [Middle East / Africa] Qatar Airways [Middle East / Africa] Turkish Airlines [Middle East / Africa] The is designated There are cabin crew who speak Japanese Cabin crew provides good service The mileage accrued / terms for adding miles is good for s affiliated to the used Many flights Full lineup of in-flight food is offered Aircraft equipment is good (new, clean) I accrue miles / the additional terms are good for the I use Price was cheaper than other tickets but the conditions were not the same Offers full lineup of in-flight entertainment It is a Japanese Aircraft amenities (width of seats, etc.) are good Easy to use accumulated miles Is business class or higher Can buy through a method I am accustomed to Airport ground crew provides good service Was recommended by a travel agent Is not an LCC (low cost carrier) Airline staff at airport are good at what they do Other Nothing in particular I haven't selected the myself " " indicates a low-cost carrier (LCC) 12

13 Part 1: Outline of This Report Optional Services Not Free That Were Used (Total / Multiple Answer) Total " " indicates a low-cost carrier (LCC) Baggage for check-in Advance seat selection In-flight meals Total (n=4,000) ANA [Japanese] JAL [Japanese] Vanilla Air [Japanese] Peach Aviation [Japanese] American Airlines [South / North American] Air Canada [South / North American] Delta Air Lines [South / North American] United Airlines [South / North American] Qantas [Pacific / Oceania] Jetstar [Pacific / Oceania] Hawaiian Airlines [Pacific / Oceania] Asiana Airlines [Asian] AirAsia X [Asian] Eva Air [Asian] Garuda Indonesia [Asian] Cathay Pacific Airways [Asian] Jetstar Asia Airways [Asian] Singapore Airlines [Asian] Scoot [Asian] Korean Air [Asian] Tigerair Taiwan [Asian] Thai Airways [Asian] Jeju Air [Asian] China Airlines [Asian] Air China [Asian] China Eastern Airlines [Asian] Philippines Airlines [Asian] Vietnam Airlines [Asian] Hong Kong Airlines [Asian] Malaysia Airlines [Asian] KLM Royal Dutch Airlines [European] Alitalia [European] Air France [European] Finnair [European] British Airways [European] Lufthansa [European] Etihad Airways [Middle East / Africa] Emirates [Middle East / Africa] Qatar Airways [Middle East / Africa] Turkish Airlines [Middle East / Africa] In-flight drinks Checking in overweight baggage Blankets, pillows, slippers LCD monitor, earphones Wi-Fi/Internet connection Seat upgrade In-flight sales Airline lounge Newspapers, magazines Other Didn't use optional services that were not free 13

14 Part 2: Airline Evaluations 14

15 Part 2: Airline Evaluations 1. Overall : Top 20 The overall satisfaction score total average was There was a switch in the top2 from, with ANA on top (4.26 ) and JAL in 2nd place (4.15 ) this time. This was followed by the ascendant Emirates (4.07 ). Eva Air (3.98 ) went from 16th place to 6th place. Jeju Air (3.76 ) went from 34th place to 19th place, while American Airlines (3.73 ) rose sharply in ranking from 37th place to 20th place. Airline Overall (Total / Single Answer) Order this year Order Changes in order Am satisfied satisfied Can't say either way Am Total (n=4,000) 14.8% (2) ANA [Japanese] (1) JAL [Japanese] (6) Emirates [Middle East / Africa] (4) - Singapore Airlines [Asian] (5) - Qatar Airways [Middle East / Africa] (16) Eva Air [Asian] * * Etihad Airways [Middle East / Africa] * 8 (14) Qantas [Pacific / Oceania] (12) Turkish Airlines [Middle East / Africa] (10) - Thai Airways [Asian] (12) KLM Royal Dutch Airlines [European] (7) Finnair [European] (8) Lufthansa [European] (16) Asiana Airlines [Asian] (23) Garuda Indonesia [Asian] (16) - Korean Air [Asian] (8) Air France [European] (20) Delta Air Lines [South / North American] (34) Jeju Air [Asian] (37) American Airlines [South / North American] are the weighted average based on calculations of "Am satisfied" as +5, " satisfied " as +4, "Can't say either way" as +3, " " as +2, and "Am " as +1. "Overall s Points" is not the total of satisfaction by category but rather the figure calculated from individual questions in this survey. Airlines noted with an asterisk are those for which comparisons are not available because they were not included in the prior survey. " " indicates a low-cost carrier (LCC) 15

16 Part 2: Airline Evaluations 2. by Attribute 1) Aircraft Equipment and Amenities: Top 20 The total average satisfaction score for Airline equipment, facilities was JAL s score of 4.10 moved it from 2nd place to the top spot. 2nd place ANA (4.07 ) raised its ranking to 5th place, which resulted in the two Japanese companies having adjacent ranking. This was followed by the ascendant Emirates (4.05 ). Asiana Airlines (3.75 ) saw a huge increase from 27th place to 14th place, as did American Airlines (3.65 ), moving from 35th place to 19th place. Among the reasons for satisfaction and reasons for dissatisfaction, Newness/cleanness of plane and Width/comfort of seats were ranked at the top. with Aircraft Equipment and Amenities (Total / Single Answer) Order this year Order Changes in order Am satisfied satisfied Can't say either way Am Total (n=4,000) 13.2% (2) JAL [Japanese] (5) ANA [Japanese] (3) - Emirates [Middle East / Africa] * * Etihad Airways [Middle East / Africa] * 5 (4) Qatar Airways [Middle East / Africa] (10) KLM Royal Dutch Airlines [European] (17) Turkish Airlines [Middle East / Africa] (18) Eva Air [Asian] (6) Singapore Airlines [Asian] (7) Finnair [European] (15) Qantas [Pacific / Oceania] (15) Korean Air [Asian] (20) Delta Air Lines [South / North American] (27) Asiana Airlines [Asian] (12) Thai Airways [Asian] (14) Garuda Indonesia [Asian] (8) Air France [European] (12) Lufthansa [European] (35) American Airlines [South / North American] (24) Air Canada [South / North American] are the weighted average based on calculations of "Am satisfied" as +5, " satisfied " as +4, "Can't say either way" as +3, " " as +2, and "Am " as +1. Airlines noted with an asterisk are those for which comparisons are not available because they were not included in the prior survey. Reasons for / Reasons for Dissatisfaction with Aircraft Equipment and Amenities (Total / Multiple Answer) Newness/ cleanness of plane Width/ comfort of seats Comfort of temperature/ climate control/ light control Wi-Fi/ Internet connection Extent of in-flight amenities available Comfort of toilets Other Nothing in particular Reasons for satisfaction 2, Reasons for dissatisfaction 1, "Reasons for satisfaction" were asked to those who gave "Am satisfied" or " satisfied." "Reasons for dissatisfaction" were asked to those who gave "Can t say either way", " " or "Am." 16

17 Part 2: Airline Evaluations 2. by Attribute 2) Service by Cabin Crew: Top 20 For Customer service by cabin crew, the satisfaction total average was ANA s 4.24 moved it from 3rd place to the top spot. This was followed by JAL (4.18 ) and Singapore Airlines (4.00 ). Eva Air (3.89 ) saw a sharp rise from 17th place to 7th place, while Asiana Airlines (3.83 ) also moved from 23rd place to 10th place. Among both the reasons for satisfaction and reasons for dissatisfaction, Courtesy of response was given most. with Service by Cabin Crew (Total / Single Answer) Order this year Order Changes in order Am satisfied satisfied Can't say either way Am Total (n=4,000) 14.1% (3) ANA [Japanese] (1) JAL [Japanese] (4) Singapore Airlines [Asian] (5) Emirates [Middle East / Africa] (6) Qatar Airways [Middle East / Africa] * * Etihad Airways [Middle East / Africa] * 7 (17) Eva Air [Asian] (8) - KLM Royal Dutch Airlines [European] (7) Finnair [European] (23) Asiana Airlines [Asian] (19) Turkish Airlines [Middle East / Africa] (9) Garuda Indonesia [Asian] (12) - Korean Air [Asian] (13) Thai Airways [Asian] (16) Air France [European] (15) Hawaiian Airlines [Pacific / Oceania] (20) Qantas [Pacific / Oceania] (10) Lufthansa [European] (25) China Airlines [Asian] (17) Cathay Pacific Airways [Asian] are the weighted average based on calculations of "Am satisfied" as +5, " satisfied " as +4, "Can't say either way" as +3, " " as +2, and "Am " as +1. Airlines noted with an asterisk are those for which comparisons are not available because they were not included in the prior survey. Reasons for / Reasons for Dissatisfaction with Service by Cabin Crew (Total / Multiple Answer) Announcements Speed of Courtesy of Accuracy of Japanese at time of Nothing in Attentiveness Nice ambiance Other response response response language capable takeoff, landing, particular etc. Reasons for satisfaction 2, Reasons for dissatisfaction 1, "Reasons for satisfaction" were asked to those who gave "Am satisfied" or " satisfied." "Reasons for dissatisfaction" were asked to those who gave "Can t say either way", " " or "Am." 17

18 Part 2: Airline Evaluations 2. by Attribute 3) Service by Ground Crew: Top 20 For Customer service by the ground crew at the airport, the satisfaction total average was JAL (4.18 ) again took the top spot, as was the case. 2nd place was ANA (4.15 ). This was followed by Qatar Airways (3.90 ) and Emirates (3.89 ), which rose from 12nd place, and Eva Air (3.88 ) which increased its ranking from 14th place. Asiana Airlines (3.82 ) moved from 24th place to 9th place, while Garuda Indonesia (3.73 ) shot up from 25th place to 15th place. Among both the reasons for satisfaction and reasons for dissatisfaction, Smoothness of check-in, baggage check was given most. with Service by Ground Crew (Total / Single Answer) Order this year Order Changes in order Am satisfied satisfied Can't say either way Am Total (n=4,000) 13.4% (1) - JAL [Japanese] (2) - ANA [Japanese] (12) Qatar Airways [Middle East / Africa] (12) Emirates [Middle East / Africa] (14) Eva Air [Asian] (3) Singapore Airlines [Asian] * * Etihad Airways [Middle East / Africa] * 8 (8) - KLM Royal Dutch Airlines [European] (24) Asiana Airlines [Asian] (8) Korean Air [Asian] (16) Thai Airways [Asian] (5) Finnair [European] (11) Qantas [Pacific / Oceania] (17) Turkish Airlines [Middle East / Africa] (25) Garuda Indonesia [Asian] (14) Delta Air Lines [South / North American] (21) China Airlines [Asian] (19) Air France [European] (10) Cathay Pacific Airways [Asian] (6) Lufthansa [European] are the weighted average based on calculations of "Am satisfied" as +5, " satisfied " as +4, "Can't say either way" as +3, " " as +2, and "Am " as +1. Airlines noted with an asterisk are those for which comparisons are not available because they were not included in the prior survey. Reasons for / Reasons for Dissatisfaction with Service by Ground Crew (Total / Multiple Answer) Smoothness of check-in, baggage check Announcements about boarding gate and connecting 18 Announcements about baggage inspections and limitations on carry-on bags Information about/response to excess baggage charge Other Nothing in particular Reasons for satisfaction 2, Reasons for dissatisfaction 1, "Reasons for satisfaction" were asked to those who gave "Am satisfied" or " satisfied." "Reasons for dissatisfaction" were asked to those who gave "Can t say either way", " " or "Am."

19 Part 2: Airline Evaluations 2. by Attribute 4) In-flight Food and Drink Service: Top 20 The Inflight food and drink service satisfaction total average was As was the case, Emirates took the top spot with This was followed by Qatar Airways (3.99 ) and Singapore Airlines (3.96 ). Among both the reasons for satisfaction and reasons for dissatisfaction, Taste of meals was given most. with in-flight Food and Drink Service (in-flight food and drink service users / Single Answer) Order this year Order Changes in order Am satisfied satisfied Can't say either way Am Total (n=3,687) 13.2% (1) - Emirates [Middle East / Africa] (5) Qatar Airways [Middle East / Africa] (3) - Singapore Airlines [Asian] * * Etihad Airways [Middle East / Africa] * 5 (6) ANA [Japanese] (4) JAL [Japanese] (7) - Turkish Airlines [Middle East / Africa] (9) KLM Royal Dutch Airlines [European] (20) Eva Air [Asian] (16) Thai Airways [Asian] (8) Air France [European] (14) Garuda Indonesia [Asian] (10) Finnair [European] (10) Lufthansa [European] (16) Delta Air Lines [South / North American] (15) Qantas [Pacific / Oceania] (20) China Airlines [Asian] (18) - Korean Air [Asian] (25) Hawaiian Airlines [Pacific / Oceania] (23) Alitalia [European] are the weighted average based on calculations of Am satisfied as +5, satisfied as +4, Can t say either way as +3, as +2, and Am as +1. Airlines noted with an asterisk are those for which comparisons are not available because they were not included in the prior survey. Tabulation excludes s with less than 80s: AirAsia X, Jetstar Asia Airways, Scoot, Tigerair Taiwan, Jeju Air, Jetstar, Vanilla Air, Peach Aviation. Reasons for / Reasons for Dissatisfaction with in-flight Food and Drink Service (in-flight food and drink service users / Multiple Answer) Extent of Diversity of Refreshments, Amount of Alcoholic meals and Nothing in Taste of meals the meal snacks, Soft drinks Other meals beverages drinks provided particular menu desserts for free Reasons for satisfaction 2, Reasons for dissatisfaction 1, "Reasons for satisfaction" were asked to those who gave "Am satisfied" or " satisfied." "Reasons for dissatisfaction" were asked to those who gave "Can t say either way", " " or "Am." 19

20 Part 2: Airline Evaluations 2. by Attribute 5) In-flight Entertainment: Top 20 The Inflight entertainment satisfaction total average was 3.39, which was the lowest score among all five categories. As was the case, Emirates took the top spot with This was followed by JAL (3.96 ) and ANA (3.89 ). As both reasons for satisfaction and reasons for dissatisfaction, "Number of TV channels and movies," "Movies/TV programs available," and Whether movies/tv available in Japanese language were given far more than others. with in-flight Entertainment (in-flight entertainment users / Single Answer) Order this year Order Changes in order Am satisfied satisfied Can't say either way Am Total (n=3,792) 1% (1) - Emirates [Middle East / Africa] (3) JAL [Japanese] (4) ANA [Japanese] (24) Delta Air Lines [South / North American] (6) Singapore Airlines [Asian] (9) KLM Royal Dutch Airlines [European] (7) Qatar Airways [Middle East / Africa] * * Etihad Airways [Middle East / Africa] * 9 (5) Air France [European] (18) Hawaiian Airlines [Pacific / Oceania] (11) Turkish Airlines [Middle East / Africa] (16) Qantas [Pacific / Oceania] (10) Cathay Pacific Airways [Asian] (14) - Korean Air [Asian] (21) Asiana Airlines [Asian] (19) Finnair [European] (12) Thai Airways [Asian] (15) Eva Air [Asian] (8) Lufthansa [European] (19) Garuda Indonesia [Asian] are the weighted average based on calculations of "Am satisfied" as +5, " satisfied " as +4, "Can't say either way" as +3, " " as +2, and "Am " as +1. Airlines noted with an asterisk are those for which comparisons are not available because they were not included in the prior survey. Tabulation excludes s with less than 80s: AirAsia X, Jetstar Asia Airways, Scoot, Tigerair Taiwan, Jeju Air, Vanilla Air, Peach Aviation. Reasons for / Reasons for Dissatisfaction with in-flight Entertainment (in-flight entertainment users / Multiple Answer) Number of TV channels and movies Movies/TV programs available Whether movies/tv available in Japanese language Number of music channels Music program content Whether there is Japanese content (Japanese movies, Japanese music, etc.) Game types/content In-flight magazine Magazines, newspapers On-demand broadcasts Seatback TV Content that can connect to dedicated apps on my own smartphone/ tablet Extent of the free entertainment that is available Prices, selection, etc. of in-flight sales Reasons for satisfaction 1, Reasons for dissatisfaction 1, Other Nothing in particular "Reasons for satisfaction" were asked to those who gave "Am satisfied" or " satisfied." "Reasons for dissatisfaction" were asked to those who gave "Can t say either way", " " or "Am." 20

21 Part 2: Airline Evaluations 3. with Cost Performance: TOP20 The cost performance satisfaction total average was In the top spot was Jeju Air (4.03 ), which sharply increased from 25th place last year. This was followed by Qatar Airways (4.01 ) and Emirates (4.01 ). Among both the reasons for satisfaction and reasons for dissatisfaction, Air fare ticket was given most. with cost performance (Total / Single Answer) Am satisfied satisfied Can't say either way Am Don't know Order Order Changes this year in order 1.9 Total (n=4,000) 15.7% (25) Jeju Air [Asian] (3) Qatar Airways [Middle East / Africa] (4) Emirates [Middle East / Africa] (6) Peach Aviation [Japanese] * * Etihad Airways [Middle East / Africa] * 6 (2) Turkish Airlines [Middle East / Africa] * * Scoot [Asian] * 8 (22) Eva Air [Asian] (9) - Jetstar Asia Airways [Asian] (21) Korean Air [Asian] (14) Asiana Airlines [Asian] (12) - China Airlines [Asian] (18) Thai Airways [Asian] (28) Garuda Indonesia [Asian] (31) KLM Royal Dutch Airlines [European] (7) Finnair [European] (1) Tigerair Taiwan [Asian] (18) JAL [Japanese] (18) Lufthansa [European] (25) Delta Air Lines [South / North American] are the weighted average based on calculations of "Am satisfied" as +5, " satisfied " as +4, "Can't say either way" as +3, " " as +2, and "Am " as +1. Since ranking is assigned up to third place by the value after the decimal point, ranking may differ despite an identical satisfaction score. Airlines noted with an asterisk are those for which comparisons are not available because they were not included in the prior survey. " " indicates a low-cost carrier (LCC) Reasons for / Reasons for Dissatisfaction with cost performance (Answers about satisfaction / Multiple Answer) Air fare ticket Inflight food/drink and service Service by cabin crew Service by ground crew Equipment on aircraft Inflight entertainment Safety/ reliability Other None of the above Reasons for satisfaction 2, Reasons for dissatisfaction 1, "Reasons for satisfaction" were asked to those who gave "Am satisfied" or " satisfied." "Reasons for dissatisfaction" were asked to those who gave "Can t say either way", " " or "Am." 21

22 Part 2: Airline Evaluations 4. Intention to Use Again Regarding intention to use again, the Intention to use again total (that is, including I d very much like to use (16%)) was 67%., at the top of the Intention to use again - total ranking was ANA (91%). 2nd place was JAL (85%). This was followed by Eva Air and Singapore Airlines (both 81%). Among LCC, the Vanilla Air and Peach Aviation intention to use again total was 73%, which made them both 13th place among the total. Intention to Use Again (Total / Single Answer) Would very much like to use Would like to use Can't say either way Would not really like to use Would not like to use again Total (n=4,000) 16.2% Japanese Intention to Use Again Total ANA JAL Vanilla Air Peach Aviation South / North American Pacific / Oceania American Airlines Air Canada Delta Air Lines United Airlines Qantas Jetstar Hawaiian Airlines Asiana Airlines AirAsia X Eva Air Garuda Indonesia Cathay Pacific Airways Jetstar Asia Airways Singapore Airlines Scoot Korean Air Asian Tigerair Taiwan Thai Airways Jeju Air China Airlines Air China China Eastern Airlines Philippines Airlines Vietnam Airlines Hong Kong Airlines Malaysia Airlines KLM Royal Dutch Airlines Alitalia European Air France Finnair British Airways Lufthansa Middle East / Africa Etihad Airways Emirates Qatar Airways Turkish Airlines " " indicates a low-cost carrier (LCC) 22

23 Part 2: Airline Evaluations 5. Airlines Desired for Future Use When respondents were asked about s they would like to use again, the highest percentage gave ANA (65%), which was the same result as. This was followed by JAL (52%), an indication that the two Japanese carriers have maintained high use intention scores. Among the LCCs, Peach Aviation ranked in 5th place with a score of 6% Survey Airlines Desired for Future Use (Total / Up to 3) 2018 Survey 2017 Survey Rate of (n=4,000) Ranking (n=4,000) increase 1 ANA [Japanese] n=2, JAL [Japanese] n=2, Singapore Airlines [Asian] n= Emirates [Middle East / Africa] n= Peach Aviation [Japanese] n= Lufthansa [European] n= Air France [European] n= Cathay Pacific Airways [Asian] n= Delta Air Lines [South / North American] n= Hawaiian Airlines [Pacific / Oceania] n= Vanilla Air [Japanese] n= KLM Royal Dutch Airlines [European] n= United Airlines [South / North American] n= Finnair [European] n= Thai Airways [Asian] n= Qatar Airways [Middle East / Africa] n= Air Canada [South / North American] n= Qantas [Pacific / Oceania] n= Air New Zealand n= Eva Air [Asian] n= American Airlines [South / North American] n= British Airways [European] n= Etihad Airways [Middle East / Africa] n= Asiana Airlines [Asian] n= Jetstar [Pacific / Oceania] n= Korean Air [Asian] n= Turkish Airlines [Middle East / Africa] n= Spring Japan n= Swiss International Airlines n= AirAsia X [Asian] n= China Airlines [Asian] n= Alitalia [European] n= Garuda Indonesia [Asian] n= Vietnam Airlines [Asian] n= Scandinavian Airlines n= Scoot [Asian] n= Malaysia Airlines [Asian] n= Jetstar Asia Airways [Asian] n= Jeju Air [Asian] n= Air Busan n= Cathay Dragonair (formerly Hong Kong Dragonair) n= Philippines Airlines [Asian] n= Air Tahiti Nui n= Tigerair Taiwan [Asian] n= Aero Mexico n= Thai AirAsia X n= Hong Kong Airlines [Asian] n= Cebu Pacific Air n= China Eastern Airlines [Asian] n= Air Calédonie International n= Air China [Asian] n= Spring Airlines n= Jin Air n= SriLankan Airlines n= Aeroflot n= Ethiopian Airlines n= Uzbekistan Airways n= Hong Kong Express Airways n= South African Airways n= Air Niugini n= Eastar Jet n= China Southern Airlines n= T'Way Airlines n= EgyptAir n= LOT Polish Airlines n= Air Indian n= Hainan Airlines n= Bangkok Airways n= Air Macau n= S7 Aviation (former Siberian Airlines) n= Aurora Airways (Former Sakhalin Airlines, former Vladivostok Airlines) n= Asia Atlantic Airlines n= Juneyao Airlines n= Miat Mongolian Airlines n= Shandong Airlines n= Jet Airways n= Sichuan Air n= Shanghai Airlines n= Shinzhen Air n= Pakistan International Airlines n=0 75 Other n= Don't know n= Respondents were asked about s they would like to try using for international flights. " " indicates a low-cost carrier (LCC) Rate of increase: The arrow indicates increases/decreases for s for which there were changes of plus or minus one point between the 2017 survey and 2018 survey. 23

24 Issue :JULY 2018 AB-ROAD Research Center, Travel Information Div. Recruit Lifestyle Co.,Ltd. GranTokyoSOUTHTOWER,1-9-2 MarunouchiChiyoda-ku Tokyo, Japan Copyright(C) Recruit Lifestyle Co.,Ltd.