Strong Results and Happy Customers in AIR SUPPORT’s 2024 Customer Satisfaction Survey

At AIR SUPPORT, customer satisfaction is at the heart of everything we do. Every year, we conduct a customer satisfaction survey to ensure that we continue to meet and exceed the expectations of our global user base. In December 2024, we reached out to our customers, and we’re proud to share the results from 103 participating, anonymous companies—a 20% response rate, reflecting the high level of engagement from our users worldwide.

Read more about the 2023 customer satisfaction survey

A Diverse Customer Base

AIR SUPPORT is trusted by operators worldwide within a broad spectrum of the aviation industry, catering to a wide range of operational needs, challenges, and requirements. Our ability to support such a wide range of users speaks to the flexibility, reliability, and adaptability of our solutions. The types of operators are as follows:

• 52.3% Airline & Cargo
• 28.1% General Aviation & Business Aviation
• 12.5% (Flight) Service Providers
• 7.1% Other

Loyalty Testaments Commitment

One of the most telling indicators of our customer satisfaction and trust is the long-term relationships we have built with operators worldwide. Many of our customers have relied on AIR SUPPORT for years, if not decades, demonstrating the value and reliability of our solutions.

• 35.4% have been customers for 7–14 years
• 26% for 3–6 years
• 19,7% for 0-2 years
• 12.6% for 15–22 years
• 6.3% for 23+ years

This loyal and diverse customer base is a testament to our commitment to innovation and customer satisfaction. As we continue to evolve and refine our solutions, we are honored and proud to support aviation professionals worldwide in their mission to operate safely and efficiently.

Consistently High Satisfaction

The PPS Flight Planning System continues to be a trusted and valued solution among our customers. When asked, 88,3% reported being either very satisfied or satisfied with PPS.

Additionally, when customers were asked how likely they would be to recommend PPS to others (on a scale from 1 to 10), 78,2% answered 8, 9 or 10.

These responses highlight the strong reputation of PPS Flight Planning in the aviation industry and the high level of trust our customers place in our solutions.

Impressive Support Ratings

Providing 24/7/365 customer support is a key commitment at AIR SUPPORT, and the survey results confirm that our customers appreciate the efficiency and professionalism of our team.

• 94 CSAT score for response time from airline customers
• 93 CSAT score overall for response time
• 71.1% of respondents were very satisfied with response times
• 92.2% of respondents were very satisfied or satisfied with the support they received

Customers praised the online Help Center and our Support Team, with feedback highlighting quick response times, problem-solving abilities, and friendly service:

🗨️ “Help Center is our main assistance and friend, so thanks a lot!”
🗨️ “They reply very quickly. Thank you so much for all the support and help.”
🗨️ “Super friendly service and always finding a solution to our problems.”
🗨️ “Great team, very helpful. Could not ask for more of the support team.”
🗨️ “I haven’t got a bad word to say about the support staff. Support is always quick and helpful.”

Read more about AIR SUPPORT’s customer service

Looking Ahead

We are incredibly grateful for the feedback we received and will continue to invest in our products, service quality, and customer relationships to maintain our high standards. The PPS Flight Planning System, OpsControl, and CrewBriefing remain in the field of innovative flight operations, and we are committed to further enhancing our offerings in the future.

A huge thank you to all customers who participated in the survey—your insights help us grow and improve. We look forward to another year of delivering exceptional solutions and customer support.

Do you have feedback to share? Feel free to reach out to our team anytime—we’re here to help.

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