Survey: Why airlines lose customers
Customer loyalty to home carriers plays an insignificant role in airline booking habits, according to a new survey.
Only nine per cent preferred to book flights with their national airline. Only four cent were willing to forfeit value for money.
The survey of ITB Berlin exhibitors and business partners was carried out by the market research company Trendscope
Dr. Martin Buck, director of the Competence Centre Travel & Logistics at Messe Berlin, said: "Customers reward airlines that offer transparent services and good value for money because they feel they are being treated well.
"If a national carrier is unable to fulfil those demands then it loses its emotional bond with the customer."
The survey rated Asia’s airlines as the world’s best and Africa’s as the worst.
Airlines in Australia and South America scored poorly in the survey while those in the Arab countries received high marks.
Asked which continents and regions operated the world’s best airlines, the CEO Management Panel of ITB Berlin voted the most popular airlines were from Asia (35%), the Arab countries (33%), followed by Europe (25%).
The least rated airlines were from North America (5%), Australia (1%), South America (1%) and Africa (0%).
Ian Jarrett
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