Royal Brunei Airlines (RB) was awarded a Five Star rating for the Major Airline category by the Airline Passenger Experience Association (APEX), in a ceremony held in Los Angeles, United States of America (USA) on September 9.
The prestigious Five Star accolade, the highest level in its tier, was awarded to RB at the 2020 APEX Official Airlines Ratings ceremony, attended by the world’s leading airlines.
The APEX rating programme is based solely on certified passenger feedback and insights. APEX is a non-profit membership trade association dedicated to improving the entire airline passenger experience.
RB Chief Executive Officer Karam Chand said, “RB is delighted and honoured to receive this prestigious award and be part of an elite group of five-star airlines in the world. The team’s focus on delivering excellent guest experience everyday with warm Bruneian hospitality, is recognised by our guests and reflected in multiple awards the national airline has recently received.
“Excellent service and doing little things well is part of our service strategy and a point of differentiation. The award underscores RB’s goal to be a world-class boutique airline and is a testament to our team’s hard work to deliver the signature RB service both in the air and on the ground.”
APEX Chief Executive Officer Dr Joe Leader said, “APEX applauds Royal Brunei Airlines’ passenger-voted rise to an APEX 2020 Five Star Major Airline, based off 1.4 million verified flight votes captured across nearly 600 airlines worldwide.
“Royal Brunei Airlines advanced in the ratings this year, not only because of its product improvements, but because of its service. As RB celebrates 45 years this fall, APEX congratulates Royal Brunei Airlines as one of the single-digit percentage of airlines worldwide that reached APEX Five Star status.”
The APEX Official Airline Ratings™ is based on neutral, third-party passenger feedback and insights gathered through APEX’s partnership with TripIt® from Concur®, the world’s highest-rated travel-organising app.
Using a five-star scale, more than one million flights were rated by passengers across nearly 600 airlines from around the world between July 1, 2018 and June 30, 2019.
On the same screen, passengers were given the opportunity to provide anonymous ratings in five subcategories: seat comfort, cabin service, food and beverage, entertainment, and Wi-Fi.
The single screen rating allowed airline passengers to easily rate their flight in less than 15 seconds.
RB first received the APEX Four Star Major Airline award in 2017, and over the period, the national flag carrier has embarked on a strategic growth journey where it introduced more direct flights to a number of key destinations. RB now has flights to 25 international destinations from its hub at the Brunei International Airport, with 32 cities to be included soon, particularly the newly introduced RB Link cities within the island of Borneo.