AIR INDIA SERVICE QUALITY This survey deals with your opinions of AIR INDIA AIRLINE.

There are no right or wrong answers. We want to know how you personally feel. A) How many airplane trips have you taken in last 12 months? __________________________ B) Which out of these airlines did you use? AIR INDIA JET AIRWAYS C) In last 12 months, approx. how many times did you use the airline you mentioned above? _____________________________

S.NO

Question

Much better than expected

better than expected

Equal to expecte d

Worse than expecte d

Much worse than expecte d

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Appearance, attitudes and uniform of employees In-flight modern and clean facilities Variety and quality of in-flight meals Variety and choice of in-flight entertainment facilities Efficiency of check-in process Transfer service and efficiency at departure airport On time performance of scheduled flights Remedial procedures for delayed or missing baggage Capable to perform to emergency situations Prompt attention to passengers specific needs Understanding the specific needs of passengers Keeping customers performed about when services will be performed Sincerity and patience in resolving passengers problems Probability of flight breakdowns Safety performance of airline Knowledgeable employees to answer passenger questions Numerous, easy to use ticketing

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channels Spontaneous care and concern for passengers need Frequent cabin service rounds by flight attendants Having a sound mileage programme