Relationship Marketing Strategy and implementation

498 Relationship Marketing

Table 6.2.10 Airline performance ratings – 1995 business traveller survey

Overall: Business class travel:

1 British Airways (1) 1 Virgin Atlantic

2 Singapore Airlines 2 British Airways

3 Swissair (3) =3 Singapore Airlines

4 Virgin Atlantic (4) =3 Qantas

5 Cathay Pacific (%) 5 Swissair

6 Qantas (6) 6 Emirates

7 KLM (7) 7 KLM

8 Thai International (9) 8 Air Canada

9 Emirates (–) 9 Thai International

10 American Airlines (8) 10 Cathay Pacific

Short-haul flights: Long-haul flights:

1 British Airways (1) 1 Singapore Airlines (1)

2 Swissair (2) 2 British Airways (3)

3 British Midland (3) 3 Virgin Atlantic (2)

4 Air UK (6) 4 Qantas (4)

5 Crossair (–) 5 Cathay Pacific (5)

6 KLM (5) 6 Swissair (7)

7 SAS (4) 7 Thai International (5)

8 Lufthansa (5) 8 KLM (9)

9 Singapore Airlines (7) 9 Malaysia Airlines

10 Thai International (–) 10 Lufthansa (–)

Note: 1994 position in brackets ( ).