airBaltic celebrates customer satisfaction survey results

According to a comprehensive survey of travellers, airBaltic has achieved its highest customer satisfaction ratings in the past three years.

“Our customer satisfaction is at its peak,” declared Martin Gauss, chief executive officer of airBaltic. “All our customer groups tell us of significant service improvements – foreigners visiting the Baltic region, Latvians, Estonians, Lithuanians flying on our direct flights to Western capitals, travellers using our Riga hub as a transit point, agencies, and business travellers using one of our high-frequency routes.”

The customers have singled out strengths such as flight schedules, a convenient website, flight alerts, check-in reminders, professional and friendly service. According to the survey, customers would welcome more favourable ticket prices, to which airBaltic has already responded by lowering fares this year. Moreover, airBaltic will also improve service areas such as comfortable seating and space for hand luggage, as soon as its all-new Bombardier CS300 aircraft are introduced later this year.

The survey was conducted among a representative group of 1,610 airBaltic customers in its main markets in Europe, Russia and the CIS using the TRI*M Customer Retention methodology of research agency TNS Latvia. All private customers have shown a positive 6 point increase this year (local: +6 points, foreign: +4 points, transfer passengers: +2 points). Corporate customer satisfaction with airBaltic services grew by +8 points, and co-operation partners such as tourism agencies recorded a remarkable +16 point increase over the previous year.

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