SriLankan Airlines has been ranked as first runner-up in the world’s Best Cabin Staff for 2003, in a wide ranging and key global survey conducted by Skytrax Research of London, UK. Malaysia Airlines took top slot while SriLankan Airlines pole-vaulted over other contenders into the awards for the first time, in second position, states a press release.

The world’s leading specialist aviation research organization, Skytrax conducted the survey over a six-month period from November 2002 to May 2003. Airlines were evaluated by a large and representative cross-section of 1.8 million passengers on detailed areas such as Service Efficiency, Staff Cabin Presence, Service Attentiveness, Staff Friendliness, Consistency Among Staff, Sincerity and Attitude of Staff.

Commenting on the survey Skytrax said, "This survey is not just about nominating an airline’s cabin staff on the basis of their service efficiency, but encompasses all the important ‘soft service’ items that can have such a beneficial impact on a passenger’s experience during a flight. It is about the characteristics of cabin staff, how they portray an airline’s national identity, and the less tangible aspects such as the warmth, sincerity and friendliness of service."

SriLankan Airlines’ Head of Service Delivery Walter Riggans acknowledges this achievement as a further endorsement of the ‘Best Airline of the Year — Central Asia’ Award won by SriLankan Airlines for the three consecutive years in 2001, 2002 and 2003 and the World’s Friendliest Cabin Staff Award currently held by SriLankan Airlines.

He said that this also consolidates SriLankan Airlines’ position amongst the big players in Asia’s international airline industry such as Emirates, Asiana Airlines, Cathay Pacific, Singapore Airlines, Thai Airways, China Airlines, Qatar Airways and ANA All Nippon Airways who were the other finalists for the Best Cabin Staff.

"Awards are won by teamwork and we are very fortunate to have not only excellent cabin staff but highly trained people in all areas of the company who by their efforts make it possible for our frontline staff to win these awards. If a flight is delayed, if the meals are not prepared to the highest specifications, if the in-flight Entertainment is not world standard and multi-choice, if the passenger’s baggage is misplaced, then even the best cabin staff in the world will have difficulty in winning over the passenger. Our cabin staff are now determined to win the top award next year and not only be the Friendliest Cabin Staff in the World but also the Best," Riggans added.

Says Skytrax, "The recent months have been difficult for the airline industry around the world, and none more so than across many parts of Asia where the SARS virus has devastated air travel. It is therefore heartening to see that Asian airlines have achieved such a clear dominance across these 2003 Cabin Staff Awards.

"With over 1.8 million nominations qualifying for the survey, Cabin Staff of the Year Awards are regarded as the most coveted industry recognition — and are known by some as the Oscars for the world of airline crew!"

"SriLankan Airlines jumps straight into the Top 10 for 2003, placed 2nd in the global rankings. From the considerable feedback received, one of the key attributes of this success appears to the friendliness of their cabin staff," Skytrax said.