Skyline Audit is an independent service quality auditor for airlines. We measure the passenger journey end-to-end — from the first click on your website to the final goodbye on the jet bridge — and turn it into something your team can act on.
Surveys ask what passengers think. Reviews capture how they felt. We document what actually happened — minute by minute, gesture by gesture, against a benchmark you can act on.
No commercial ties to airports, OTAs, or airline alliances. Our only product is the truth, delivered confidentially to the carrier who commissioned it.
Every observation maps to a clear standard. Crew response time, smile frequency, recovery cadence — captured in the moment, scored against industry benchmarks.
The same auditor profile, the same checklist, the same scoring grid — across routes, classes, and quarters. Trends become visible. Improvement becomes provable.
We don't audit hotels or retail. We audit airlines. The cabin is our subject, the journey is our scope, and that's the entirety of our discipline.
Every stage of the passenger experience captured, weighted, and benchmarked against what excellence demands. Pick a stage to see what we look for.
Our deliverable isn't an opinion. It's a structured, weighted, independently-collected record of how your service performs against measurable standards.
Each observation is scored against a five-tier scale. Each stage carries a weight reflecting its impact on overall journey perception — boarding and cabin service weigh heavier than confirmation emails, but neither is ignored.
Aggregate scores roll up into a single composite figure: the Skyline Index. Below it sit the stage indices, the granular observations, and a narrative explaining what the numbers actually mean.
You tell us the routes, classes, and questions you want answered. We agree on scope and engagement length.
Our auditor flies as an ordinary passenger. Every interaction is logged in real time against the framework.
Observations are scored, weighted, and benchmarked. KPIs are calculated and trends mapped across flights.
You receive a confidential report with the Skyline Index, stage breakdowns, and prioritised recommendations.
Independent. Confidential. Aviation-only. Tell us about your routes and we'll respond with a sample report and a tailored proposal.