行业测评+_+_航司_2025年第二季度航司服务测评报告发布_18页_841kb

2025Q2 CAPSE Airlines Service Evaluation Report Summary

Report Overview

The CAPSE 2025 Q2 Service Evaluation Report assesses passenger satisfaction for airlines in Mainland China. It includes 35 domestic full-service airlines and 15 domestic differentiated service airlines, with a total sample size of 829,207. Scores are based on key service areas like check-in, boarding, in-flight, and delay handling. International and港澳台 airlines are not included due to insufficient sample data.

Key Changes in CAPSE Evaluation Indicators for 2025

• Adjustments include:
  • Deleting "In-flight Entertainment" and "On-Time Performance".
  • Adding new items such as "Flight Attendant Service Attitude" and "Cabin Environment".
  • Modifying categories like combining "Check-in" and "Baggage Handling" into "Check-in and Baggage Drop".

Evaluation Results for Full-Service Airlines

• Average comprehensive score for 20 full-service airlines is approximately 3.94. Top performers include China Southern Airlines and China Eastern Airlines.

Evaluation Results for Differentiated Service Airlines

• Average comprehensive score for 15 differentiated service airlines is around 3.68. Notable carriers like Spring Airlines and Chongqing Airlines are included.

CAPSE Introduction

CAPSE (Civil Aviation Passenger Service Evaluation) is a third-party evaluation platform established in 2012. It focuses on passenger true experiences, using data-driven methods to analyze service quality and provide insights for improvement.

Evaluation Methodology

CAPSE relies on mobile app-based surveys where passengers validate their identities for authenticity. This ensures genuine feedback on services, unaffiliated to airline size or performance metrics.

Appendices

• CAPSE aims to promote civil aviation service excellence through benchmarking and feedback mechanisms, based on passenger surveys.