From the first booking click to the last bag on the carousel, certified evaluators fly your network as ordinary passengers, then hand you the truth in 24 hours.
Your internal audits capture what your crews know is being observed. Your surveys reach the few who bother to reply. The real experience, on a real Tuesday in seat 24C, stays invisible until it surfaces in the numbers and you're left guessing why.
of dissatisfied passengers ever complain. The other 99% simply don't fly you again, and they never tell you why.
A passenger doesn't experience your airline in departments. They experience one continuous journey, and so do we.
Across every phase we read the things that can't be surveyed: the warmth of a greeting, the pause before an answer, the difference between a meal served and a meal presented.
We won't list every question here. Some things are best left unseen, until they appear in your report.
Certified, aviation-trained evaluators fly real flights as paying passengers. You never know when, or where.
Every touchpoint captured as evidence: recordings, transcripts, timestamps, photographs. Nothing from memory.
Each observation cross-checked against its evidence through a multi-stage review before a single score is set.
A verified report in 24–48 hours, and a living dashboard from day one. The unseen, made undeniable.
Every evaluator is screened, tested and certified before their first assignment: aviation-trained, fluent in cabin-crew protocol and premium-service nuance. The rigour behind the report is the reason you can act on it.
Every verified audit updates a real-time picture of your network, route by route and phase by phase, not a document that's already out of date the moment it's printed.
"After the first report, a carrier told us we had quietly changed how they brief their cabin crews."
Verified reports land in 24 to 48 hours of the flight, and the dashboard is live from day one. Your teams act before the next rotation, not the next quarter.
Most research firms in the region audit every industry at once. We go deeper into aviation than anyone around us. It is our largest practice, not a line item on a menu.
Eight phases, end to end. From the first contact-centre call to the last bag on the carousel, no part of the journey is invisible to us.
Aviation doesn't wait for quarterly decks. Verified intelligence reaches your team while it can still change the next rotation.
A proprietary platform that scores your network the way the world rates flying: star tiers, route comparisons and trends, every figure backed by evidence.
Certified to global mystery-shopping standards and operating across eight regional groups, with the cultural fluency distance-led firms simply can't replicate.
Everything a Head of Customer Experience asks us in the first call.
They book and fly real flights as ordinary paying passengers. You are never told when or where we're flying, so what we observe is the experience your passengers actually receive, not a rehearsed one.
Verified reports land in 24–48 hours of the flight, with a live dashboard from day one, so your teams can act before the next rotation rather than the next quarter.
Every touchpoint from the first booking click to the last bag on the carousel, across eight phases and hundreds of criteria, including the intangibles a survey can't capture: warmth, tone, timing and presence.
Entirely. Engagements are discreet and GDPR-compliant, and every finding is handled as privileged, evidence-backed intelligence for your team only.
Every observation is captured as timestamped evidence: recordings, transcripts and photographs. Each one is cross-checked through a multi-stage review before a single score is set.
658+ routes across 135+ cities and 50+ countries, spanning eight regional groups. Tell us your priority routes and we build the programme around your network.
Tell us where you suspect the experience is slipping. We'll show you what a world-class aviation audit reveals, confidentially and without obligation.