Emirates has come top in a survey looking at how technology can improve customer service.
The survey, by data management provider Relay42 and EyeForTravel, asked respondents to rate up to three airlines they had used in the last 12 months on the level of customer service they had experienced with a score out of 10.
The graph below shows airlines that gathered more than 100 responses and their scores.
The Dubai-based airline tipped Virgin Atlantic to the top position, followed by British Airways, and charter flights also scored relatively highly.
The survey of 1,795 consumersalso asked people what forms of communication they would prefer from an airline.
The vast majority (93.8%) said they would like clearer advertising of extra charges and fees, with 66.3% choosing the ‘very much’ option and 27.4% ‘slightly’.
Some 92% want to book and pay for a flight and nothing else when choosing an airline, with 54% choosing the ‘very much’ option.
"Clearly, ancillaries are a strong driver of revenues, but airlines need to refrain from creating obtuse pricing and payment choices and bombarding with unnecessary options, as this is likely why so many people desire a means of buying their ticket and nothing else," said the report.
