本帖最后由 myflydream 于 2010-12-30 01:15 编辑 |
Quality Approved Airline - the assurance of customer service standards that an airline covets ... and passengers respect
Hainan Airlines QUALITY APPROVED AIRLINE STATUS : Thursday December 30, 2010
The SKYTRAX Airline Quality Audit (SAQA) programme is a globally recognized and respected evaluation system, that evaluates the front-line operational product and service delivery standards of an airline. SAQA guidelines ensure that audits are conducted in a standardized manner, delivering the highest professional standards associated with SKYTRAX for more than 20 years.
The Skytrax Airline Quality Audit (SAQA) programme is the benchmark for Quality Performance management in airlines, and all studies are carried out by experienced, aviation research staff employed by Skytrax.
To achieve Quality Approved Airline™ status, airlines are subjected to a complex SAQA evaluation across all areas of front-line Product and Service standards. This covers more than 750 features of product and service quality measurement, divided across the airport and onboard environments. The airport service analysis is based upon each airline's home base airport.
Commenting on requirements to achieve Quality Approved Airline status, Edward Plaisted (CEO, Skytrax) "we have a complex set of product and service delivery Quality targets that an airline must meet, but a critical factor for successful certification is the consistency of Quality performance."