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Passengers will be asked for their experience of the services provided by airlines and airports throughout their journey, from buying an air ticket, to travelling through the airport, to their in-flight experience. The survey will cover a range of passengers including those travelling on economy and business class tickets, on long haul and short haul flights, and for business and leisure purposes. The CAA has commissioned ORC International, an independent market research company, to carry out the survey on its behalf.
In parallel with the passenger survey, the CAA is consulting airlines and airports on how they are working to deliver a good service for passengers. The CAA expects to submit its recommendations to the Secretary of State early in the New Year on measures for improving the air passenger experience. The results of the survey will be published on the CAA’s website.
Richard Jackson, Group Director of Consumer Protection at the CAA, said: “We are keen to ensure that all key stages of the air passenger experience are covered in the survey including those stages that are the responsibility of the airline, those where responsibility lies with the airport operator and other stages where service delivery is dependent on airlines and airports working closely together.
“The results of a survey of hundreds of passengers travelling through the UK’s largest airports will help ensure that the CAA can identify those stages of the journey that are working well and those where passengers stand to benefit most from improvement. I encourage all those who are approached at airports to tell us about their travel experience.”
