Some airlines agreed that the various pre-flight touch points that a customer experiences played important roles in determining how satisfied he or she eventually is. These touch points included, but are not limited to, the check-in process as well as interactions with the counter and ground staff at the airport. The CSISG index score for the airline sub-sector was effectively flat at 73.2, down marginally from 73.3 over the same period in 2014. The score for budget airlines was unchanged at 68.3.
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2015/oc...