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EAST AFRICA LEADS IN NEW PASSENGER SATISFACTION STUDY

Date published 28.08.2017

NEW research by Sabre has found carriers, including Ethiopian Airlines, RwandAir and Kenya Airways, are scoring higher customer satisfaction and loyalty ratings among frequent flyers than airlines in the rest of Africa, and well above the global average.

Sabre said its first Net Promotor Study for the region was geared at helping African carriers identify how to improve in order to compete with global rivals and increase revenue.

The study looked into the strength of brand, customer satisfaction and loyalty within African Airlines Association member airlines from North, East, West and southern Africa.

The highest-ranking attributes for passengers on African airlines was the quality of service from cabin crew. Areas that received the lowest scores centered on customer effort, including check-in, ease of booking ancillaries and website experience.

• Read the September issue of TIR for the full story, online at www.tir.co.za from the 1st.


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