CAA to conduct passenger survey on airport experiences

Airline Industry Information, August 28, 2008

AIRLINE INDUSTRY INFORMATION-(C)1997-2008 M2 COMMUNICATIONS LTD

The UK's Civil Aviation Authority (CAA) announced on 27 August that it will conduct a survey of passengers at Heathrow, Gatwick, Stansted and Manchester to gain a better understanding of views and experiences of air travel in the UK.

The survey is being carried out to allow the CAA to respond to the UK Secretary of State's request for advice on improving the air passenger experience at major UK airports.

The survey will be carried out on behalf of the CAA by ORC International, an independent market research company. It will ask travellers for their experiences of the services provided by airlines and airports throughout their journey, from buying an air ticket, to travelling through the airport, to their in-flight experience. Funding for the survey comes from the UK Department of Transport.

The CAA is also consulting with airlines and airports regarding how they are working to deliver a good service for passengers and expects to submit its recommendations to the Secretary of State. The results of the survey will be published on the CAA website.

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