The retention rate, universally used to measure customer satisfaction and loyalty, of the Latvian airline airBaltic has reached 73 index points among private customers and is considered high as shown by a survey carried out this spring by Kantar TNS. It is by 7 index points higher than the average private customer retention rate of travel and leisure sector in Europe. It is the highest customer satisfaction rate airBaltic has seen so far and demonstrates the high level of service provided.
Martin Gauss, Chief Executive Officer of airBaltic: “Our team is constantly working to deliver the best services possible. It is vital for us to focus on all the needs of our passengers to reach the highest customer satisfaction. We continuously improve the overall passenger experience, and we are glad to see that the retention rate is proving our efforts.”
According to the study, local customer sees the safety, reliability and friendly staff as the main strengths of airBaltic. Customers also highlight the cleanliness of aircraft, easy ticket purchase and online check-in as well as clear information about flight schedules and additional services.
Notably, the retention rate has continued to grow also among transfer passengers and corporate clients. Currently, airBaltic is the first choice among corporate clients in the Baltics, achieving very high retention rates among corporate clients (87 index points) and partners (85 points).
Overall, more than 2 800 respondents were surveyed between April 16 and May 2, 2018. The study was carried out by an independent research company Kantar TNS.
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. For summer 2018, airBaltic has introduced eight new destinations from Riga to Malaga, Lisbon, Split, Bordeaux, Gdansk, Almaty as well as Sochi and Kaliningrad. In addition, airBaltic launched a new direct route connecting Tallinn and London.
airBaltic in brief:
airBaltic (AIR BALTIC CORPORATION) is the world’s most punctual airline connecting the Baltic region with 70 destinations in Europe, the Middle East, and the CIS. airBaltic is a joint stock company that was established in 1995. Its primary shareholder is the Latvian state, which holds 80.05% of the stock, while Lars Thuesen holds around 20% through his fully-owned Aircraft Leasing 1 SIA. The airBaltic fleet consists of 32 aircraft – 9 Bombardier CS300s, 11 Boeing 737s and 12 Bombardier Q400Next Gen aircraft. airBaltic has received numerous international awards for excellence, innovative services, and achievements in reshaping its business. In 2012, airBaltic was ranked by Airlinetrends among the Top 10 airlines globally for innovations. In 2017, the airline received the CAPA Regional Airline of the Year awards, while in 2018 airBaltic received the ATW Airline Industry Achievement Award as the Market Leader of the Year. airBaltic achieved the best on-time performance globally in 2014, 2015, 2016 and 2017.