南航英语培训课件2

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1、SKYTRAXAirlines5-StarRankingWorldAirlineRankingSkytraxintroducedtheWorldAirlineStarRatingprogrammein2000.ItistheQualityAnalysissystemthatranksairlineproductandservicestandards,basedonprofessionalevaluationconductedbyourin-houseairlineauditspecialists.TheOfficial5StarAirlinerankingre

2、cognisesthehighstandardsofAirportandOnboardProductacrossassessmentcategories,combinedwithconsistentlyhighstandardsofStaffServicedeliveryinboththeOnboardandAirportenvironments.Skytrax5starsAirlinesAsianaAirlinesQatarAirlinesCathayPacificAirwaysHainanAirlinesKingfisherAirlinesMalaysia

3、AirlinesSingaporeAirlinesItusualllytakes2-3monthstoevaluatetherankingandadjustinaccordancewiththeannualratings.AirlineStarRankinglevelsarenotbasedoncustomerfeedbackorreviews,butthedetailedAuditprogrammethatensureseveryairlineisguaranteedafairandindependentapproach.Ratingslookatallar

4、easofanairline'sairportandonboardproductandservicestandards,andthisisappliedacrossallcabintypes,betheyshort,mediumorlonghaul.Starrankingsrelatetodetailedqualityanalysisoffont-linestandardsbySKYTRAXSeatcomfortremainsapriorityfactortomostpassengers,whetherinEconomy,BusinessorFirstclas

5、s-andthisisawell-provenfeatureinfinaltripsatisfaction.Q:Are"straight"5'sarerequired?A:No.Skytraxfocusesentirelyuponachievinga“balanced”analysisthatreflectstheairlineasawhole,notastraightsetof5starrankings.WHATMAKESA5-STARAIRLINE?Q&AQ:Iseveryrankingitemshown?A:No.Skytraxshowsonlineso

6、mekeypointsforanairline’sStarRanking,andusethesetoillustrate.ThedetailedRankingAgendacovershundredsofdifferentareasofproductandservice,andtheresultofeachRankingisavailabletotheindividualAirlines.Q:Whataboutnationalitybias?A:WhenSkytraxassessserviceandproductquality,thefirstapproachi

7、scentredonthe"international"styleapplied-andthisisthentemperedwiththewayothernationalitiesarehandled.Forexample,howanArabiccustomerwithdifferentexpectationstosayaTexanpassenger,willperceivethefinalstandardsofproductandservicedelivered.FirstClassRanking(AirportService)FirstClassLoung

8、eFirstClassOnboardP