More positive customer feedback for Gulf Air

National carrier Gulf Air has received an increase in positive feedback from customers, according to its quarterly customer service analysis, this was published at GDN. Customer comments for the first three months of the year revealed an overall 27 per cent increase in compliments and 31pc decrease in complaints compared with the same period last year. The airline also witnessed a 23pc increase in passenger numbers for the same period. Categories for feedback included cabin appearance, technical, inflight and ground services. Gulf Air's cabin, inflight and ground services were rated highly and received an increase in feedback ranging from 58pc to 28pc over last year. The airline saw a decrease in complaints about its inflight services, technical issues and its frequent flyer programme which registered an improved performance of 75pc, 31pc and 30pc respectively over last year. Product and corporate policy which covers complaints on station closures, upgrade policy and excess baggage policy, however, reported a slight increase in complaints. "The results are further testimony to our continuous efforts towards improving our customer service across all fronts," said chief services officer Marcus Bernhardt. "We have embarked on an aggressive revamping of our products and services over the past two years that have received excellent feedback from customers leading to us winning a few awards such as the best 'family friendly airline' award twice from US-based publications and the 'best cabin crew' ranking from an IATA survey," he said. "These results show that we understand the pulse and preferences of our customers. "We will continue to meet and excel our passengers' expectations through continuous improvements and innovations," he added. The airline introduced a staff appreciation scheme last year which allows customers to give their feedback on a cabin crew's services. The scheme, excluded from the analysis, also attracted positive feedback from nearly 700 customers.