Parata Air maintains 93% customer satisfaction score as survey participation jumps fivefold

Parata Air said Thursday its fourth customer satisfaction survey of 2026 found an overall in-flight service satisfaction rate of 93%, matching the result of its first survey conducted in February despite route expansion and increased flight operations.

The survey ran from Oct. 3 to Oct. 18 and drew responses from 2,375 customers — about 5.8 times the 407 respondents who participated in the February survey. The participation rate also rose 4.5 percentage points, from 5.4 percent to 9.9 percent of the total survey pool.

Among individual categories, cabin environment satisfaction climbed 3 percentage points to 91 percent from 88 percent in the first survey. In-flight meal and beverage service satisfaction came in at 90 percent for economy class and 81 percent for business class. Repurchase intent stood at 96 percent for economy class and 93 percent for business class.

The airline said customers gave high marks to the friendliness of cabin crew, prompt problem resolution and a comfortable cabin environment. Many respondents praised crew members for actively responding to passenger requests and showing attentive care.

Parata Air said it plans to use the findings to improve in-flight meal and beverage service quality and incorporate customer feedback on the cabin environment and overall service. The airline said it will share survey results and improvement measures across customer-facing departments and conduct regular surveys to monitor service quality.

"Over the past year, we have conducted four satisfaction surveys to listen closely to our customers and translate their feedback into service improvements," a Parata Air official said. "We will continue to differentiate our service and provide attentive care so that passengers want to fly with us again."

Meanwhile, Parata Air completed its formal membership process at the 134th IATP Conference held last month in Guangzhou, China. Through the membership, the airline said it aims to expand its maintenance cooperation network with global carriers and strengthen the safety of its overseas operations.