In an online customer survey of eleven airlines, which was conducted by the magazine “FOCUS MONEY“ together with analysis and consulting company ServiceValue GmbH, Condor was rated as “very good” in all five categories and awarded the title “Fairest Airline”. The customer assessment is supported by two other awards: Condor won the silver award in the service ranking 2014 conducted by weekly newspaper “Die Welt” in conjunction with ServiceValue. Another study on customer confidence by “Wirtschaftswoche” and ServiceValue attests a high level of customer confidence in Condor: almost 10 percentage points above the industry average.
For the study on the fairness of airlines, customers received questionnaires regarding the following five categories: fair product performance, fair on-board service, fair price-performance ratio, best ground staff and fair customer service. Condor secured a “very good” rating, a considerable improvement compared to the previous study in 2012, in which the charter airline was rated as “good”.
“For Condor, the focus is always on the customer and we are constantly working at responding even better to our customers’ requests. With this in mind, we have redesigned our on-board service concept, and with ‘MyWay’ we offer our customers the option of flexibly booking additional services as required. Our website was also redesigned in early summer to provide an even clearer presentation. In addition, we started an internal programme at the beginning of the year where each member of our staff, including the management, regularly spend a day in direct contact with the customer, on board, at check-in or in customer service. We believe that this will strengthen the customer focus throughout our company,” explains Ralf Teckentrup, Chairman of the Executive Board of Condor. “We are very proud of the recognition we received and the improvements we made in the fairness survey. It confirms that we are on the right path. “
Almost 1,000 customers participated in the fairness study in July 2014 where they could rate one or two airlines they had used in the past 12 months. A total of 1,400 ratings were received for Air Berlin, Air France, British Airways, Condor, easyJet, Germanwings, KLM, Lufthansa, Ryanair, TUIfly and Turkish Airlines.
The service ranking 2014 by weekly newspaper “Die Welt” and ServiceValue rated more than 1,500 companies. Condor received a silver award with 66.6 percent, putting it almost within reach of a gold rating, which is awarded from 66.7 percent. The leisure airline was able to improve its service rating by 2.1 percentage points over the previous year.
In a study on customer confidence, Condor received the rating “High Customer Confidence“. “Die Wirtschaftswoche“, market research institute ServiceValue and Goethe University Frankfurt am Main conducted a scientific survey on customer confidence for more than 800 companies in Germany. According to the study, Condor comes in third place among German airlines in a highly competitive market.