CAA launch passenger survey
05.09.08
Passengers who suffer problem journeys through UK airports will be able to tell aviation regulators exactly what they think went wrong with their travel experience. The Civil Aviation Authority (CAA) announced it is conducting surveys at four of the UK's busiest airports - Heathrow, Gatwick, Stansted and Manchester.
Passengers will be asked for their experience 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. The poll of passengers using the UK’s busiest airports is to be conducted in an effort to improve the service provided.
Views will be taken from hundreds of passengers in response to a government request for advice on improving the air passenger experience at major UK airports. The survey will cover a range of passengers including those travelling on economy and business class tickets, on long haul and short haul flights, and for business and leisure.
The move follows Competition Commission proposals to break up BAA. The CAA has commissioned ORC International, an independent market research company, to carry out the survey and will submit its recommendations, with input from the survey results, to the Commission early in the new year.
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