PIA ranks among least trusted airlines

Japan’s ANA ranks top, Qatar Airways second most trusted airline on Airline Trust Index

By: News Desk      Published: 02:56 PM, 21 May, 2020
PIA ranks among least trusted airlines

The Pakistan International Airlines (PIA) has been ranked as among the least trusted airlines around the world.

The national carrier of Pakistan has emerged as average on the Airline Trust Index by travellers in the region. PIA has been voted as among the second least trusted airlines globally in the Index compiled by flight compensation app Colibra.

Colibra analysed world’s leading airlines across several factors including, on-time performance, customer satisfaction reviews, staff service, included baggage allowance, free seat selection and social media following.

Least Trusted Airlines

“We scoured data for over 80 of the top airlines from around the world, to rank the most, and the least trusted airlines,” said Colibra. “Airline Trust Index ranks the most and least trusted airlines around the world by analysing factors including on-time performance, customer experience and service, inclusions and allowances, and brand engagement with the airline from the public,” it added.

Japanese operator All Nippon Airways (ANA) secured the top place in the Index. In compiling the Airline Trust Index, customer satisfaction reviews and staff service insights were taken from popular airline review service Skytrax, while baggage and seat inclusion and social media engagement were derived from each airlines’ own website and social media channels. Included luggage and free seat allowance were based on those flying with the lowest class ticket.

Across each of these 5 categories each airline was scored out of 5, with 5 being the highest. “We totalled the scores across each category to get the final Trust Score for each airline, with the highest total of 30 available. We then ranked the airlines by their Trust Score to create our final ranking result,” said Colibra.

Most Trusted Airlines

As far as the PIA scoring on Airline Trust Index was concerned, the Pakistani airline scored only one point in on-time performance category, three points in customer satisfaction reviews, two in staff service, two in baggage allowance, two in free seat selection, two in social medial following. The total PIA score on the Airline Trust Index is 12 only behind Canada’s Sunwing, which scored only nine on the Index.

Qatar Airways has emerged as the most trusted airline by travellers in the Middle East and North Africa region in the Airline Trust Index. Qatar Airways has been voted second globally in the Airline Trust Index compiled by flight compensation app Colibra.

“The airline (Qatar Airways) also boasts an impressive OTP (On-Time Performance) of 82.5, which scored them 5 for this category. Qatar also scored high for customer review and staff service,” said Colibra on its website.