2017 Airline Satisfaction Survey

Transcription

1 2017 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 Was Used When Making Overseas Travel 9 Reason for Using Airline Website 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 7,170 respondents selected from the INTAGE Net Monitors of INTAGE Inc. These were Japanese citizens aged 18 years and over who traveled overseas in the year 2016 (the month of departure being in 2016). * Respondents included also those who traveled for work purposes and those on long-term stays. Timing Fri. 14 April through Mon. 17 April, 2017 Research Method Internet survey Tabulation Numbers 4,000 respondents (respondents contacted: 7,170, samples collected: 4,364s (successful collection rate of 60.9%)) * 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, Air New Zealand, Hawaiian Airlines, Asiana Airlines, AirAsia X, Eva Air, Garuda Indonesia, Cathay Pacific Airways, Jetstar Asia Airways, Singapore Airlines, Tigerair Taiwan, Korean Air, Thai Airways, Jeju Air, China Airlines, Air China, China Eastern Airlines, Philippines Airlines, Vietnam Airlines, Aeroflot, Alitalia, Air France, LOT Polish Airlines, KLM Royal Dutch Airlines, Scandinavian Airlines, Finnair, British Airways, Lufthansa, 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 2016, according to the results of the 2017 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 19 April 2016; size tabulated: 4,000s (100 samples for each ) (3) In this survey, respondents who in 2016 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. "2017 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 INTAGE Net Monitors of INTAGE Inc., these were Japanese citizens aged 18 years and over who traveled overseas in the year 2016 (the month of departure being in 2016). Timing Tue. 21 Mar through Fri. 24 Mar, 2017 Research Method Internet survey Numbers Tabulated 4,986 respondents (respondents contacted: 7,712; samples collected:5,261 (successful collection rate of :68.2%)) 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 49.5% Male 50.6% 60 yrs+ 26.9% yrs 10.0% yrs 14.8% yrs 25.3% yrs 23.1% (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) 19.4% [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) 35.9%

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) 7.1% Japanese ANA JAL Vanilla Air Peach Aviation American Airlines South / North American Pacific / Oceania Air Canada Delta Air Lines United Airlines Qantas Jetstar Air New Zealand Hawaiian Airlines Asiana Airlines AirAsia X Eva Air Garuda Indonesia Cathay Pacific Airways Jetstar Asia Airways Singapore Airlines Asian Tigerair Taiwan Korean Air Thai Airways Jeju Air China Airlines Air China China Eastern Airlines Philippines Airlines Vietnam Airlines Aeroflot Alitalia Air France European LOT Polish Airlines KLM Royal Dutch Airlines Scandinavian Airlines Finnair British Airways Lufthansa Middle East / Africa 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=1,914) 19.6% ANA (n=56) Japanese JAL (n=56) Vanilla Air (n=66) Peach Aviation (n=75) American Airlines (n=66) South / North American Air Canada Delta Air Lines United Airlines (n=38) (n=39) (n=42) Pacific / Oceania Qantas (n=43) Jetstar (n=44) Air New Zealand (n=38) Hawaiian Airlines (n=23) Asiana Airlines (n=48) AirAsia X (n=71) Eva Air (n=39) Garuda Indonesia (n=42) Cathay Pacific Airways (n=39) Jetstar Asia Airways (n=57) Singapore Airlines (n=41) Asian Tigerair Taiwan (n=62) Korean Air (n=38) Thai Airways (n=73) Jeju Air (n=56) China Airlines (n=42) Air China (n=62) China Eastern Airlines (n=63) Philippines Airlines (n=57) Vietnam Airlines (n=27) Aeroflot (n=56) Alitalia (n=34) Air France (n=58) European LOT Polish Airlines KLM Royal Dutch Airlines Scandinavian Airlines (n=32) (n=50) (n=52) Finnair (n=34) British Airways (n=58) Lufthansa (n=33) Middle East / Africa Emirates Qatar Airways Turkish Airlines (n=34) (n=29) (n=41) " " indicates a low-cost carrier (LCC) Reference data for the because less than n=

9 Part 1: Outline of This Report Whether Airline Website Was Used When Making Overseas Travel (Total / Single Answer) Used Didn't use Total (n=4,000) 56.2% Peach Aviation [Japanese] Vanilla Air [Japanese] Jetstar Asia Airways [Asian] AirAsia X [Asian] Tigerair Taiwan [Asian] ANA [Japanese] JAL [Japanese] Jeju Air [Asian] LOT Polish Airlines [European] Air France [European] Qatar Airways [Middle East / Africa] Jetstar [Pacific / Oceania] American Airlines [South / North American] Aeroflot [European] Thai Airways [Asian] United Airlines [South / North American] KLM Royal Dutch Airlines [European] Asiana Airlines [Asian] Emirates [Middle East / Africa] Qantas [Pacific / Oceania] Delta Air Lines [South / North American] British Airways [European] Singapore Airlines [Asian] Scandinavian Airlines [European] Hawaiian Airlines [Pacific / Oceania] Philippines Airlines [Asian] Cathay Pacific Airways [Asian] Lufthansa [European] Air China [Asian] Alitalia [European] Air New Zealand [Pacific / Oceania] Turkish Airlines [Middle East / Africa] Garuda Indonesia [Asian] Air Canada [South / North American] Finnair [European] Vietnam Airlines [Asian] China Airlines [Asian] Eva Air [Asian] China Eastern Airlines [Asian] Korean Air [Asian] Prior to booking Period used At time of booking After booking If the website 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 Reason for Using Airline Website (Airline website user / Multiple Answer) 60 Total Ticket purchase Confirmation of schedule Designate seat Total (n=2,246) Acquired information pertaining to baggage weight and limitation on number of pieces ANA [Japanese] (n=71) JAL [Japanese] (n=69) Vanilla Air [Japanese] (n=83) Peach Aviation [Japanese] (n=92) American Airlines [South / North American] (n=59) Air Canada [South / North American] (n=45) Delta Air Lines [South / North American] (n=53) United Airlines [South / North American] (n=56) Qantas [Pacific / Oceania] (n=54) Jetstar [Pacific / Oceania] (n=60) Air New Zealand [Pacific / Oceania] (n=47) Hawaiian Airlines [Pacific / Oceania] (n=51) Asiana Airlines [Asian] (n=56) AirAsia X [Asian] (n=81) Eva Air [Asian] (n=40) Garuda Indonesia [Asian] (n=46) Cathay Pacific Airways [Asian] (n=49) Jetstar Asia Airways [Asian] (n=82) Singapore Airlines [Asian] (n=53) Tigerair Taiwan [Asian] (n=75) Korean Air [Asian] (n=30) Thai Airways [Asian] (n=57) Jeju Air [Asian] (n=69) China Airlines [Asian] (n=41) Air China [Asian] (n=48) China Eastern Airlines [Asian] (n=32) Philippines Airlines [Asian] (n=51) Vietnam Airlines [Asian] (n=42) Aeroflot [European] (n=58) Alitalia [European] (n=47) Air France [European] (n=65) LOT Polish Airlines [European] (n=66) KLM Royal Dutch Airlines [European] (n=56) Scandinavian Airlines [European] (n=51) Finnair [European] (n=45) British Airways [European] (n=53) Lufthansa [European] (n=48) Emirates [Middle East / Africa] (n=55) Qatar Airways [Middle East / Africa] (n=64) Turkish Airlines [Middle East / Africa] (n=46) " " indicates a low-cost carrier (LCC) 0 Confirmation of air ticket price information Acquired information pertaining to e-ticket and checkin procedures 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 mileage information (pertaining to accruing miles) Acquired campaign information 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 10

11 Part 1: Outline of This Report Items of Importance When Choosing Airline (Total / Multiple Answer) 40 Total There are direct flights The flight suits my schedule It is an assuring Airline of the destination country It is a well-known Price was cheaper than other tickets for the same conditions Departs from nearest airport Connecting flights are convenient Is an LCC (low cost carrier) Total (n=4,000) Gender Male (n=2,022) The is designated There are cabin crew who speak Japanese Female (n=1,978) Age yrs (n=400) Offers full lineup of in-flight entertainment The mileage accrued / terms for adding miles is good for s affiliated to the used Full lineup of in-flight food is offered Cabin crew provides good service Aircraft equipment is good (new, clean) Price was cheaper than other tickets but the conditions were not the same I accrue miles / the additional terms are good for the I use Aircraft amenities (width of seats, etc.) are good It is a Japanese Can buy through a method I am accustomed to Is business class or higher Easy to use accumulated miles Was recommended by a travel agent Airport ground crew provides good service Airline staff at airport are good at what they do Is not an LCC (low cost carrier) Other Nothing in particular I haven't selected the myself Area of residence Travel type Accompanying traveler Travel class yrs (n=591) yrs (n=922) yrs (n=1,011) yrs or older (n=1,076) Kanto (n=2,005) Kansai (n=835) Tokai (n=428) Package (n=2,086) Full package (n=774) Medium package (n=424) Skelton (n=888) FIT (n=1,914) Travel alone (n=669) With spouse/partner/on honeymoon (n=1,222) With friend (n=666) Family travel (n=688) Is business class or higher (n=471) Economy class (n=3,529)

12 Part 1: Outline of This Report Items of Importance When Choosing Airline (Total / Multiple Answer) 40 Total There are direct flights The flight suits my schedule It is an assuring Airline of the destination country It is a well-known Price was cheaper than other tickets for the same conditions Departs from nearest airport Total (n=4,000) Connecting flights are convenient Is an LCC (low cost carrier) 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] Air New Zealand [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] Tigerair Taiwan [Asian] Korean Air [Asian] Thai Airways [Asian] Jeju Air [Asian] China Airlines [Asian] Air China [Asian] China Eastern Airlines [Asian] Philippines Airlines [Asian] Vietnam Airlines [Asian] Aeroflot [European] Alitalia [European] Air France [European] LOT Polish Airlines [European] KLM Royal Dutch Airlines [European] Scandinavian Airlines [European] Finnair [European] British Airways [European] Lufthansa [European] Emirates [Middle East / Africa] Qatar Airways [Middle East / Africa] Turkish Airlines [Middle East / Africa] " " indicates a low-cost carrier (LCC) 0 The is designated There are cabin crew who speak Japanese Offers full lineup of in-flight entertainment The mileage accrued / terms for adding miles is good for s affiliated to the used Full lineup of in-flight food is offered Cabin crew provides good service Aircraft equipment is good (new, clean) Price was cheaper than other tickets but the conditions were not the same I accrue miles / the additional terms are good for the I use Aircraft amenities (width of seats, etc.) are good It is a Japanese Can buy through a method I am accustomed to Is business class or higher Easy to use accumulated miles Was recommended by a travel agent Airport ground crew provides good service Airline staff at airport are good at what they do Is not an LCC (low cost carrier) Other Nothing in particular I haven't selected the myself 12

13 Part 1: Outline of This Report Optional Services Not Free That Were Used (Total / Multiple Answer) Total 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] Air New Zealand [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] Tigerair Taiwan [Asian] Korean Air [Asian] Thai Airways [Asian] Jeju Air [Asian] China Airlines [Asian] Air China [Asian] China Eastern Airlines [Asian] Philippines Airlines [Asian] Vietnam Airlines [Asian] Aeroflot [European] Alitalia [European] Air France [European] LOT Polish Airlines [European] KLM Royal Dutch Airlines [European] Scandinavian Airlines [European] Finnair [European] 89.0 British Airways [European] Lufthansa [European] Emirates [Middle East / Africa] Qatar Airways [Middle East / Africa] Turkish Airlines [Middle East / Africa] " " indicates a low-cost carrier (LCC) 0 In-flight drinks Checking in overweight baggage Seat upgrade Blankets, pillows, slippers LCD monitor, earphones In-flight sales Wi-Fi/Internet connection 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 The Japan Airlines score was 4.16, moving it from 4th place to the top position. In 2nd place was ANA (4.15 ), which was followed by Air New Zealand (4.12 ). Finnair (3.93 ) saw its ranking increase from 14th place to 7th place, while Lufthansa (3.90 ) made a significant climb from 21st place to 8th place. Singapore Airlines (4.05 ) dropped from 1st place (4.32 ) to 4th 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) 14.1% (4) JAL [Japanese] (2) - ANA [Japanese] (4) Air New Zealand [Pacific / Oceania] (1) Singapore Airlines [Asian] (10) Qatar Airways [Middle East / Africa] (4) Emirates [Middle East / Africa] (14) Finnair [European] (7) Air France [European] (21) Lufthansa [European] (7) Thai Airways [Asian] (13) Cathay Pacific Airways [Asian] (3) KLM Royal Dutch Airlines [European] (18) Turkish Airlines [Middle East / Africa] (17) Qantas [Pacific / Oceania] * * LOT Polish Airlines [European] * 16 (15) Asiana Airlines [Asian] (12) Eva Air [Asian] (23) Korean Air [Asian] * * Tigerair Taiwan [Asian] * 20 (18) China Airlines [Asian] * * Scandinavian Airlines [European] * 20 (26) 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. "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 The Air New Zealand score was 4.10, which led to an increase in ranking from 4th place to the top spot. This was followed by Japan Airlines (4.00 ) and Emirates (3.94 ). Qatar Airways (3.89 ) went from 11th place to 4th place, while Lufthansa (3.71 ) saw a huge increase in ranking from 26th place to 12th place. Among reasons for satisfaction and reasons for dissatisfaction, "The aircraft and new/nice" and "Seat width/comfort" 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) 1% (4) Air New Zealand [Pacific / Oceania] (6) JAL [Japanese] (3) - Emirates [Middle East / Africa] (11) Qatar Airways [Middle East / Africa] (2) ANA [Japanese] (1) Singapore Airlines [Asian] (12) Finnair [European] (13) Air France [European] * * LOT Polish Airlines [European] * 10 (7) KLM Royal Dutch Airlines [European] * * Scandinavian Airlines [European] * 12 (9) Thai Airways [Asian] (26) Lufthansa [European] (19) Garuda Indonesia [Asian] (20) Korean Air [Asian] (9) Qantas [Pacific / Oceania] (18) Turkish Airlines [Middle East / Africa] (15) Eva Air [Asian] (17) Cathay Pacific Airways [Asian] (24) 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. 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 The Japan Airlines score was 4.16, which moved it from 3rd place to the top spot. This was followed by Air New Zealand (4.02 ) and ANA (4.00 ), which means that two of the three top carriers were Japanese. Qatar Airways (3.84 ) went from 18th place to 6th place, while Hawaiian Airlines (3.71 ) saw a spike, going from 29th place to 15th place this year. Among both the reasons for satisfaction and reasons for dissatisfaction, "Courteousness of service" 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) 12.5% (3) JAL [Japanese] (4) Air New Zealand [Pacific / Oceania] (1) ANA [Japanese] (2) Singapore Airlines [Asian] (5) - Emirates [Middle East / Africa] (18) Qatar Airways [Middle East / Africa] (6) Finnair [European] (6) KLM Royal Dutch Airlines [European] (15) Garuda Indonesia [Asian] * * Scandinavian Airlines [European] * 10 (19) Lufthansa [European] (13) Korean Air [Asian] (11) Thai Airways [Asian] * * LOT Polish Airlines [European] * 15 (29) Hawaiian Airlines [Pacific / Oceania] (13) Air France [European] (8) Eva Air [Asian] (12) Cathay Pacific Airways [Asian] (19) - Turkish Airlines [Middle East / Africa] (15) Qantas [Pacific / Oceania] 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 at time of Nothing in Other response response response 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 The Japan Airlines score was 4.15, which moved it from 4th place to the top spot. This was followed by ANA (3.96 ) and Singapore Airlines (3.95 ), which means that two of the top three carriers were Japanese. The Lufthansa score was 3.83, which moved it from 18th place to 6th place, while Delta Air Line s score of 3.71 led to an increase ranking from 27th place to 14th place. Among both the reasons for satisfaction and reasons for dissatisfaction, "Smoothness of check-in/checking bags" 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) 1% (4) JAL [Japanese] (1) ANA [Japanese] (2) Singapore Airlines [Asian] (3) Air New Zealand [Pacific / Oceania] (10) Finnair [European] (18) Lufthansa [European] * * LOT Polish Airlines [European] * 8 (13) Korean Air [Asian] (8) - KLM Royal Dutch Airlines [European] (14) Cathay Pacific Airways [Asian] (14) Qantas [Pacific / Oceania] (9) Emirates [Middle East / Africa] (20) Qatar Airways [Middle East / Africa] (6) Eva Air [Asian] (27) Delta Air Lines [South / North American] (11) Thai Airways [Asian] * * Scandinavian Airlines [European] * 17 (20) Turkish Airlines [Middle East / Africa] (29) Hawaiian Airlines [Pacific / Oceania] (12) Air France [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 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." 18

19 Part 2: Airline Evaluations 2. by Attribute 4) In-flight Food and Drink Service: Top 20 The "Inflight food and drink service" the satisfaction total average was The Emirates score was 3.98, which moved it from 2nd place year to the top spot. This was followed by Air New Zealand (3.97 ) and Singapore Airlines (3.92 ). Among both the reasons for satisfaction and reasons for dissatisfaction, "The taste of the food" 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=3,300) 13.2% (2) Emirates [Middle East / Africa] (3) Air New Zealand [Pacific / Oceania] (1) Singapore Airlines [Asian] (13) JAL [Japanese] (11) Qatar Airways [Middle East / Africa] (6) - ANA [Japanese] (4) Turkish Airlines [Middle East / Africa] (7) Air France [European] (5) KLM Royal Dutch Airlines [European] (18) Finnair [European] (23) Lufthansa [European] * * LOT Polish Airlines [European] * 13 * * Scandinavian Airlines [European] * 14 (22) Garuda Indonesia [Asian] (15) - Qantas [Pacific / Oceania] (15) Thai Airways [Asian] (26) Delta Air Lines [South / North American] (19) Cathay Pacific Airways [Asian] (17) Korean Air [Asian] (19) Eva Air [Asian] (9) China Airlines [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, Tiger Air Taiwan, Cheju Airlines, Jetstar Airlines, 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 Refreshments, Amount of Alcoholic meals and Nothing in Taste of meals snacks, Soft drinks Other meals beverages drinks provided particular desserts for free Reasons for satisfaction 1, 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" the satisfaction total average was 3.35, which was the lowest score among all give categories. With a score of 3.95, Emirates maintained its place at the top for the second consecutive year. This was followed by Air New Zealand (3.94 ) and Japan Airlines (3.88 ). As both reasons for satisfaction and reasons for dissatisfaction, "Movie/program content" and "Number of movies/tv channels" 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=3,548) 11.6% (1) - Emirates [Middle East / Africa] (3) Air New Zealand [Pacific / Oceania] (5) JAL [Japanese] (4) - ANA [Japanese] (7) Air France [European] (2) Singapore Airlines [Asian] (8) Qatar Airways [Middle East / Africa] (18) Lufthansa [European] (6) KLM Royal Dutch Airlines [European] (10) - Cathay Pacific Airways [Asian] (14) Turkish Airlines [Middle East / Africa] (13) Thai Airways [Asian] * * Scandinavian Airlines [European] * 14 (25) Korean Air [Asian] (23) Eva Air [Asian] (9) Qantas [Pacific / Oceania] * * LOT Polish Airlines [European] * 18 (24) Hawaiian Airlines [Pacific / Oceania] (16) Garuda Indonesia [Asian] (17) Finnair [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: Tiger Air Taiwan, Cheju Airlines, 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 Number of music channels Music program content Game types/content In-flight magazine Magazines, newspapers On-demand broadcasts Seatback TV Extent of the Prices, free selection, etc. entertainment of in-flight that is sales available Reasons for satisfaction 1, 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." Other Nothing in particular 20

21 Part 2: Airline Evaluations 3. with Cost Performance: TOP20 The cost performance satisfaction total average was At the top of the ranking was the LCC Tigerair Taiwan (4.01 ). This was followed by Turkish Airlines (3.93 ) and Qatar Airways (3.87 ). Among both the reasons for satisfaction and reasons for dissatisfaction, "Air ticket prices" 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 2.4 Total (n=4,000) 14.5% * * Tigerair Taiwan [Asian] * 2 (9) Turkish Airlines [Middle East / Africa] (1) Qatar Airways [Middle East / Africa] (2) Emirates [Middle East / Africa] (11) Vanilla Air [Japanese] (12) Peach Aviation [Japanese] (20) AirAsia X [Asian] (17) Finnair [European] * * Jetstar Asia Airways [Asian] * 10 * * Aeroflot [European] * 10 * * Scandinavian Airlines [European] * 12 (5) China Airlines [Asian] (24) Cathay Pacific Airways [Asian] (15) Asiana Airlines [Asian] (12) Air France [European] (3) Singapore Airlines [Asian] * * LOT Polish Airlines [European] * 18 (7) Thai Airways [Asian] (34) Lufthansa [European] (26) JAL [Japanese] 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. " " 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