Etihad and Skytrax in ratings system row

Etihad and Skytrax in ratings system row
By admin


Skytrax has hit back at Etihad after the carrier said it will no longer cooperate with the airline review and ratings business amid question marks over the methodology of the ratings system.

In a curt statement issued yesterday, Etihad said its decision to withdraw from Skytrax followed “a review of the criteria and measurement of the Skytrax Airline Ratings System”.

While the statement contained no details of its findings, it is clear they were not favourable.

Skytrax responded by accusing Etihad of being driven by an “underlying purpose”.

The airline, which is rated as a four-star airline by Skytrax, said: “Etihad has sent a letter to Skytrax formally announcing its decision to withdraw from Skytrax including the Skytrax World Airline Awards and the Skytrax Audit.

“The measurement of customer satisfaction and feedback is important to Etihad Airways. The airline subscribes to monthly industry research and undertakes comprehensive monthly surveys to monitor customer satisfaction using the insights to continually improve its product and services.”

Skytrax described Etihad’s comments as “potentially misleading” and of “omitting salient facts that apply to an airline’s Star Rating.”

“For a Skytrax audit review where we work in conjunction with the airline, product consistency, planned changes and aircraft fleet information are transparent and key elements of the assessment criteria.

“When an airline is either unable or does not wish to provide information that may potentially influence the Star Rating, Skytrax have no option but to curtail work on such project.”

Skytrax chairman Edward Plaisted added that “we assume there is some underlying purpose or agenda…to which we are not privy”.

Skytrax added that Etihad cannot simply withdraw from the World Airline Awards as they are voted on by the public.

Emirates was voted the best airline in the Skytrax 2013 awards, with Qatar second and Etihad seventh.

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