On July 19, 2019, CAPSE (Civil Aviation Passenger Service Evaluation) released its latest Airlines and Airports Service Evaluation Reports for Q2 2019.

With a total of 602,394 questionnaires collected and more than 500 samples for each airline, the Q2 airline report provides an overview of passenger satisfaction on 55 airlines, including 21 full-service airlines within mainland China, 20 full-service airlines outside mainland China and 14 differentiated service carriers.

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

Meanwhile, the full-service airlines outside mainland China are All Nippon Airways, Singapore Airlines, Japan Airlines, Emirates Airlines, Korean Air, EVA Air, China Airlines, Thai Airways, Lufthansa, Cathay Pacific Airways, Cathay Dragon Airlines, Delta Air Lines, Asiana Airlines, United Airlines, Aeroflot Russian Airlines, Royal Dutch Airlines, Hong Kong Airlines, Vietnam Airlines, Air Macau and American Airlines.

In addition, the differentiated service carriers are Thai AirAsia, AirAsia, Spring Airlines, Tianjin Airlines, Urumqi Air, Lucky Air, China United Airlines, GX Airlines, Thai Lion Air, 9 Air, West Air, Air Changan, Fuzhou Airlines and Capital Airlines.

The full-service airlines in mainland China win an average score of 3.80 in this quarter for passenger satisfaction, and the TOP5 are Xiamen Airlines, Sichuan Airlines, China Southern Airlines, Shandong Airlines and Hainan Airlines.

Among the regional and international full-service airlines, the TOP5 are Singapore Airlines, Japan Airlines, All Nippon Airways, Korean Air and Emirates Airlines.

The differentiated service carriers win an average score of 3.48 in this quarter for passenger satisfaction. AirAsia ranks first, followed by Thai AirAsia, Spring Airlines, Tianjin Airlines, Urumqi Air, Lucky Air and China United Airlines.

For more details, please download the Q2 2019 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 July 2019, 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