flynas achieves 94% passenger satisfaction with its services for 2017

With professional efforts, training and development that flynas is working on, and everyone notices it day after day, and as a result of which it became the leading low-cost airline in the Middle East, flynas announced the passenger satisfaction results for 2017, which were received through 108,000 questionnaires filled out by passengers on flynas flights, where the passenger satisfaction rate reached 94%.

On this occasion, Mr. Bandar Al Muhanna, CEO of flynas, honored the employees of the Customer Service Quality Department for the results they achieved during 2017, which resulted in a passenger satisfaction rate of 94%, and urged everyone to constantly develop in passenger service and services provided to them.

The survey included several questions about the satisfaction of passengers from the beginning of their bookings on flynas flights through the website or call center phone, as well as questions about customer service at airport counters, the level of staff service, and the services provided on board. flynas concludes the survey with a question about customer satisfaction with the baggage claim process.

flynas Contact Center also received a high percentage of passenger satisfaction scores, with passenger satisfaction reaching 92% in 2017, which last year won the Best Low-Cost Airline Contact Center Award at the Insights Middle East Call Center Excellence Awards.

The flynas Flight Survey also included a question about the appropriateness of ticket prices, and the results showed that 44% of respondents believe that they are appropriate, while 26% answered that they are average, 19% said they are attractive, and 11% commented on their increase.

As for the reasons why customers chose to fly with flynas, 56% of those who responded to the survey voted in favor of competitive fares among other airlines, while 24% said that they prefer to travel with flynas due to the appropriate flight times for their time, as flynas is the first national carrier to announce the punctuality rate on its website on a monthly basis and in full transparency.

Through this questionnaire, which has been adopted since the beginning of 2010, flynas seeks to permanently develop its services and gain passenger satisfaction, by receiving the questionnaire after each trip on his e-mail after arriving at his destination, in order to be able to evaluate the services provided immediately.

flynas’ Customer Service Quality Department shares customer responses on a monthly basis to other departments, focuses on continuous improvement, and discusses recommendations and suggestions on any aspect of the passenger experience, from searching for a flight that suits them to receiving their bags.