BTN/ACNielsen Airline Survey 2005: Airline Survey Glossary

Percent usage: Percent of respondents who had done business with the specified airline in the past year

Flexibility in negotiating transient pricing: The airline's demonstrated ability to customize business travel program discounts and other negotiated pricing elements

Flexibility in negotiating meeting pricing: The airline's demonstrated ability to customize meetings travel discounts and negotiated pricing elements for a preferred business travel buyer

Flexibility in negotiating services and amenities: The airline's demonstrated ability to provide a preferred business travel buyer with additional offerings, soft dollar benefits, and special VIP treatment for individual travelers inflight and at the airport

Availability of timely and accurate contract performance data: The airline's demonstrated ability to provide business travel buyers with the most comprehensive information and up-to-date contract performance data

Complaint/problem resolution: The airline's demonstrated ability to respond quickly and effectively to concerns expressed by both business travel buyers and corporate travelers

Quality of airline communications: Demonstrated performance in informing business travel buyers about changes in airline management, products, programs, sales and service

Value of relationships with account managers and sales reps: Demonstrated performance in the productivity and frequency of meetings with local, regional, national and other airline representatives as well as the representatives' power to negotiate agreements, offer options and make decisions regarding price and service

Quality of customer service: Overall perception of airline based on timeliness, reliability and cleanliness of service; support from airline personnel; and communication to travelers

Overall price value: The perceived worth of an airline's service levels relative to fares