The retention rate, universally used to measure customer satisfaction and loyalty, of Latvian airline airBaltic has reached 78 index points among private customers, showed a survey carried out by independent research company Kantar.
It is the highest customer satisfaction rate airBaltic has received so far in six years and demonstrates the high level of service provided.
Martin Gauss, chief executive officer of airBaltic, said: “Over the last few years, our team has significantly improved the customer satisfaction rate of airBaltic by focusing on improving passenger experience from the flight reservation until arrival at the desired destination. We are glad to see that the customer experience is proving our efforts.”
Sanda Vecenane, account manager of Kantar, noted: “Data shows that improvements made to passenger experience based on their feedback strengthen airBaltic’s customer loyalty year by year, which is important for long-term success. Overall, customer retention level in different industries in Europe is high and companies work hard to deliver high performance in products and services to satisfy the rising expectations of customers, and within European context, the airBaltic rates are significantly above the average.”
According to the study, the local customer sees the safety, reliability and friendly staff as the main strengths of airBaltic. Customers also highlight the high level of information available about the company’s services and the easy online check-in process. Notably, the retention rate has continued to grow also among transfer passengers and foreign clients.
Overall, more than 3 200 respondents were surveyed by Kantar between March 21 and April 11, 2019.
AirBaltic serves over 70 destinations from Riga, Tallinn and Vilnius, offering the largest variety of destinations and convenient connections via Riga to its network spanning Europe, Scandinavia, the CIS and the Middle East. In summer 2019, airBaltic launched new destinations from Riga to Dublin, Stuttgart and Lviv as well as to Kos and Menorca. - TradeArabia News Service
Travel, Tourism & Hospitality
AirBaltic reaches highest customer satisfaction
