On January 10, 2019, CAPSE (Civil Aviation Passenger Service Evaluation) released its latest Airlines and Airports Service Evaluation Reports for Q4 2018.

With a total of 579,504 questionnaires collected and more than 500 samples for each airline, the Q4 airline report provides an overview of passenger satisfaction on 43 airlines, including 25 full-service airlines within mainland China, 10 full-service airlines outside mainland China and 8 low-cost carriers.

The full-service airlines within mainland China are XiamenAir, Sichuan Airlines, Shandong Airlines, Hainan Airlines, Shenzhen Airlines, Air China, China Southern Airlines, China Eastern Airlines, Shanghai Airlines, Loong Air, Juneyao Air, Kunming Airlines, Capital Airlines, Tianjin Airlines, Hebei Airlines, Chengdu Airlines, China Express Air, Okay Airways, Donghai Airlines, Tibet Airlines, Ruili Airlines, Qingdao Airlines, Changan Airlines, Fuzhou airlines and Suparna Airlines.

The full-service airlines outside mainland China are Emirates, Singapore Airlines, All Nippon Airways, EVA Air, Asiana Airlines, Korean Air, Cathay Pacific Airways, China Airlines, Cathay Dragon Airlines and Hong Kong Airlines.

The low-cost carriers are Thai AirAsia, AirAsia, Spring Airlines, Lucky Air, West Air, China United Airlines, 9 Air and Urumqi airlines

The full-service airlines win an average score of 3.87 in this quarter for passenger satisfaction, with MoM growth of 0.04 and YoY growth of 0.02.

The TOP5 are Singapore Airlines, All Nippon Airways, Korean Air, Emirates and Cathay Pacific Airways.

The TOP5 full-service airlines in mainland China are XiamenAir, Sichuan Airlines, China Southern Airlines, Shandong Airlines and Shenzhen Airlines.

The low-cost carriers win an average score of 3.41 in this quarter for passenger satisfaction.

Thai AirAsia ranks first, followed by AirAsia, Lucky Air, Spring Airlines, Urumqi airlines, China United Airlines, 9 Air and West Air.

For more details, please download the Q4 2018 Airlines and Airports Service Evaluation Reports on https://www.capse.net/analysis.

About CAPSE

Founded in 2012, CAPSE (Civil Aviation Passenger Service Evaluation) is an independent third-party organization of civil aviation service based in China. CAPSE focuses on data consultation and service solutions with a brand mission statement echoing: "improve passenger experience through active listening".

With the support of CARNOC.com and benefiting from nineteen years of experience and expertise in the civil aviation industry, CAPSE evaluates civil aviation service based on objective measurements from multiple dimensions that give insight into service trends and provide solution-based consulting services by researching travelers' service requirements and the effect of new technology on service.

As of December 2018, there are around 80% of airlines and airports in China that have adopted CAPSE's indexes, and over 40 enterprises have applied its data analysis reports and service solutions.

Contributed by CAPSE