Air Canada Named Leading Airline in Customer Loyalty
Ian MacDonald February 20, 2015
Research firm Brand Keys survey finds Air Canada tops in customer loyalty adding to the carriers numerous awards.
Air Canada has been named the leading airline in customer loyalty according to an annual survey conducted by Brand Keys, a New York-based market research firm. The Brands Key 2015 Customer Loyalty Engagement Index (CLEI) interviewed 36,605 consumers in the U.S. and Canada and included 540 brands in 65 categories.
Ratings were based on a brand’s ability to meet customers’ expectations. This year’s CLEI found that emotional values play a significant role in customer expectation and engagement. In referencing Air Canada, Brand Keys President Robert Passikoff said, “Air Canada’s ability to better address customers’ emotional values has resulted in increased levels of customer engagement and loyalty.”
In a press release, Craig Landry, Air Canada’s vice president of marketing, stated:
Brand Keys’ research findings speak to Air Canada’s focus on engaging customers and our continuing investments on world class products and services. In addition, this ranking recognizes our employees for their hard work and professionalism taking care of customers to earn their loyalty.
The CLEI survey results appear to validate that Air Canada’s business strategy is working. According to the airline’s website, engaging customers by continually enhancing the travel experience and fostering a positive culture through employee engagement are key areas of the Company’s growth strategy.
In addition to being tops in customer loyalty, Air Canada has also been recognized as the Best North American Airline for International Travel and Best North American Airline for Inflight Experience, 2014 by Business Traveler magazine. It has also been named Best Airline in North America for the fifth consecutive year by Skytrax in their 2014 World Airline Awards and was selected as one of “Canada’s Top 100 Employers” by Mediacorp in 2013.
[Photo: Air Canada]
Wow!! As a Canadian traveler I have to admit that this is an ongoing joke with us. Please read this line carefully... Ratings were based on a brand’s ability to meet customers’ expectations. I'm guessing that our expectations aren't very high (Air Canada has trained us well). We have one HUGE airline in Canada (AC) and a number of small ones. I am perfectly happy dealing with the other airlines if only because they appreciate us and our business. Air Canada is in a league of their own and unfortunately we don't have a choice but to use them to get to our destination.
"Air Canada has also been recognized as the Best North American Airline for International Travel.." AC which squeezes in one column of seats in more than the US carriers???? Who wrote this nonsense - AC is a no-fly airline in coach. Canadians are loyal to it for the same reasons Soviets were loyal to Aeroflot.
Air Canada? The airline that made a huge cluster of my lost bag, and refused as much as a few dollars for interim expenses by literally making my claim impossible. The airline that literally sent my bag on enough flights to circle the world before finally getting it to me? And the airline whose "baggage centre" is filled with rude and incompetent people? Never again. I just say no to Star Alliance in general, but wow Air Canada definitely never again.
The airline charging $3.5 for a pair of junk earphones? Seriously?