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Published on : Monday, December 2, 2013
TripAdvisor®, the world’s largest travel site, today announced the results of its third edition of India Airline Experience Survey 2013, collected from over 2500 respondents. According to the findings, IndiGo Airlines emerged as the clear favourite in the domestic airline category this year leaving Jet Airways behind by a distinct margin as compared to last year.
Commenting on the findings Nikhil Ganju, Country Manager, TripAdvisor India said, “Congratulations to IndiGo for coming out on top for the second year in a row and this time around by a bigger margin. Another key trend that has emerged from our survey is that the consumers seem to be divided into two strong groups, one ready to pay a consolidated fare and the other preferring to take the basic fare and add items per need. In the wake of airlines such as Air Asia poised to enter the market, clearly interesting times are in store for the Indian aviation sector”.
Game Changers- New Entrants!
Ø 53% Indian travellers said they would prefer to fly TATA-SIA airways first before they try Air Asia.
Ø 48% travellers believe that Air Asia’s entry into the Indian market will create a competitive environment and airfares will go down temporarily.
Ø IndiGo emerges as the clear winner and rated highest on:
§ On-time performance
§ Value for money
§ Landing/ Take-off quality
§ Time taken to deliver baggage
§ In- flight maintenance
Ø Jet Airways is rated best on the following parameters:
§ Ground handling
§ Cabin crew appearance (staff grooming, uniform etc)
§ Seat comfort/legroom
§ In-flight entertainment
§ Website experience
§ In-flight food/beverages
§ Check in process at the airport
Ø National carrier Air India continues its legacy as the Least Favourite Domestic Airline for the third year in a row.
Ø Air India continues to be perceived as the most unsafe airline by Indian travellers, while IndiGo trumps Jet Airways as the safest domestic airline.
Ø Respondents voted Emirates as the Best International Airline for the third year in a row followed by Singapore Airlines and Lufthansa. Emirates has been rated the best by travellers on all parameters this year again making it the undisputed choice for international flights.
Ø Majority of the respondents want on-board meal options to improve followed by comfortable seats/ leg room
Ø While most Indians are comfortable with bundled/ consolidated fares (37%), 24% respondents said they do not mind paying basic fare and adding items as per their needs. Another 14% respondents said unbundled fares are great for solo or overnight business travellers with minimum luggage, but not for a family going on a holiday.
Ø Travellers increasingly believe that airlines are not transparent when it comes to costs. Nearly half the respondents (50%) think domestic airlines are not transparent about all the costs including booking a flight for example cost of – meal, extra baggage costs, etc. compared with 42% last year.
Web-check shows a marginal dip compared with last year and not many people follow airlines social media properties.
Ø 76% respondents compared with 80% (2012) indicated that they web-check in ‘sometimes’ or ‘always’
Ø Only 23% respondents had the app of an airline on their mobile phones. Among app users, checking flight options and status were the two most popular functions followed by web check-ins.
Ø Also, only 21% respondents said they follow airlines on social media like Facebook & Twitter. The top domestic airlines that people follow on social media are Jet Airways, IndiGo and Spice Jet.
Ø Top three in-flight companions for passengers:
§ Book – 59%
§ iPad/tablet – 40%
§ iPod/ portable music player – 31%
Ø Favourite pastime for most Indians while on board :
§ Reading – 60%
§ Watching movies in-flight – 48%
§ Sleeping – 46%
§ Men find people getting up as soon as the aircraft stops (before the seat belt sign goes off) to rush out of the lane (54%) as the most annoying habit followed by passengers who don’t switch off their phones and have to be asked to do so by the crew (47%), and passengers who rudely recline on the seat in front of them (39%). While women find children kicking their seats back as the second most annoying habit, people getting up before the aircraft stops remains number one and rude recliners remains the third most-annoying habit.