EasyJet 2011 Annual Report Download - page 19

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easyJet plc
Annual report
and accounts 2011
17
Overview Performance and risk Corporate responsibility Governance Accounts & other information
Business review
Focus on
customer
Focused on network
development
We are focused
onimproving our
routes, slots and
bases to build
onour leading
presence across
Europe.
Improving our
customers’ experience
We are focused
on improving
theexperience
oftravelling
withusfor all
ourpassengers.
Operational
excellence
We have built a
strong operation,
that delivers for
our customers.
Where
people
make the
difference
We are committed
to ensuring
highemployee
engagement across
the business.
49
easyJet
40
Lufthansa Group
23
Air France-KLM
19
Alitalia
BA/Iberia 41
15
Air Berlin – NIKI
13
Vuelling
15
Norwegian
42
Ryanair
SAS 14
Primary airports
Non-primary airports
Presence on top 100 routes
Ranked by primary airport
2009
2010
2011
Airports where we are
No.1 or No.2 airline
19
19
18
2009
2010
2011
Overall satisfaction on this occasion
%
79
73
85
2009
2010
2011
Likely to recommend
%
82
80
89
2009
2010
2011
On time performance
%
79
66
80 2009
2010
2011
Bags shortshipped per thousand passengers
0.9
1.0
1.0
2009
2010
2011
Flights cancelled on the day*
4,703
15,976
1,102
2009
2010
2011
Employee engagement (uSay)
%
40
35
66
2009
2010
2011
Attendance
%
96
95
95
2009
2010
2011
Staff turnover
%
9.7
7.6
6.9
*2010 figure includes 7,314
flights cancelled due to
volcanic dust cloud