View Full Version : Skytrax 2003 Airline of the Year

15th Mar 2003, 03:40
http://www.airlinequality.com/2003/airline_03_press.htm (http://)

London, UK - March 15th 2003

After 6 months of voting, the Skytrax 2003 Airline of the Year Survey achieved more than 4.4 million nominations - making it unquestionably the "worlds largest! passenger Survey.

Of course biggest is not always best, and when a survey involves any element of online voting there is a need for extremely stringent rules of acceptance, and subsequent monitoring for all respondent nominations.

Throughout the Survey we had cause to disqualify many thousands of votes - either for multiple submissions, self-voting by some airline personnel (!) or where the style of voting clearly was not from a air passenger.

This Survey is the only "global" passenger Survey of it's type - with over 80 different nationalities and 140 airlines represented.

The top 10 airlines for 2003 are:

Cathay Pacific


Singapore Airlines

Malaysia Airlines


British Airways


Thai Airways

Air New Zealand

Austrian Airlines

The final margin of difference between the to 3 airlines was very slight in this 2003 study, and the "running total" lead airline at different points of the survey changed several times - one week Singapore Airlines ahead, Emirates the next, with Cathay Pacific taking the final honours when the survey closed February 28th.

As well as the "Airline of the Year 2003" title, Cathay Pacific also scooped the Award as Best Airline Transpacific.

Emirates may have missed the overall title this year, but it does take the Award for Best Airline Middle East, and also Best Economy Class category.

Singapore Airlines also won out, being Awarded the Best First Class category. Topping off the class awards, British Airways Club World takes the Award for Best Business Class.

Across the regions, Dragonair repeated their 2002 success by winning the Award for Best Airline China. SriLankan Airlines also showed winning form by taking the Award for Best Airline Central Asia.

With an increasing interest in low-cost airlines being expressed around the world, JetBlue Airways was the clear winner of the world's Best Low-Cost Airline, ahead of US compatriot Southwest Airline in 2nd, and Virgin Blue taking 3rd place worldwide.

Commenting on the final Survey results, Edward Plaisted (CEO of Skytrax) said .....

"the level and quality of response in this year's Survey was quite astounding with more than 4.4 million nominations, and despite difficult times the airline industry faced throughout 2002, it seems customers remained only too happy to make their opinions known. As many airlines face even more precipitous times in 2003, I take pride in the fact this Survey serves as real recognition that some truly outstanding standards of passenger service are being provided, day in, day out by airlines around the world. I get to see many negative comments or criticisms made by unhappy airline customers, and it is great for the survey to provide a chance for customers to heap praise .... where praise is due."

"The final results were delicately poised during the last few weeks of the Survey, and all credit to the final winner, Cathay Pacific, who eventually took the title Airline of the Year 2003. Having read through many thousands of comments made about the winning airlines, Cathay Pacific drew considerable support for the quality of staff service standards - as did our Silver Award winner Emirates, marginally ahead of Singapore Airlines."

"The core of the Survey was for customers to identify Best Airlines on the basis of front-line Product and Service standards. We do not take into account frequent flyer programs, upgrade schemes etc, since those fall outside the day to day requirements of 'old fashioned' customer service. Contrasting levels between the top 3 airlines, both Cathay Pacific and Singapore Airlines scored very highly for their front-end premium products, and whilst Emirates slipped back on these during 2002, they were top ranked as the Best Economy class airline".

"British Airways Club World product quality gained the airline title of Best Business Class and also was voted Best Airline across the Atlantic. Elsewhere in Europe, Lufthansa was voted Best Airline Central Europe, PGA Portugalia Airlines awarded Best Regional Airline Europe".

"With the growing interest around the world in low-cost, low-fare airlines, it was heartening to see the very strong performance of North American carrier, JetBlue Airways - not only voted Best Low-Cost Airline, but also well ranked across the final spectrum which includes all full-service airline. Their US counterpart, Southwest Airlines took 2nd place in this category, ahead of Virgin Blue in 3rd position".

http://www.airlinequality.com/2003/airline_03_press.htm (http://)