The 2020 Air Cargo Customer Experience Report explores how customers rate the services received by their top airlines and airports.
The report is based on Cargo Facts Consulting’s analysis of the results of the 2020 Air Cargo Excellence survey conducted by our affiliated publication, Air Cargo World in late 2019 and early 2020.
Approximately 1,550 respondents, mainly freight forwarders and airline executives, provided assessments of the performance of each of their top three airlines and airports.
In addition to the qualitative assessment of their airlines, freight forwarders were asked to provide recommendations for improvements to the airlines and airports.
The report is supplemented by a spreadsheet, which allows you to run your own queries for airlines on and airports on multiple different measures of performance and experience. Subscribers will also have access to last year’s report, which also covered a number of quantitative measures of airlines relating to advance booking requirements, pre-flight cut-off and post-flight recovery, notification of exceptions and time to pay compensation.
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The accompanying spreadsheet can be accessed here.
The 2019 report can be accessed here.
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