Uptrends Global Airlines availability study

In the last years Airlines are becoming increasingly dependent on their websites. Most of their customers nowadays book tickets online instead of in an office. The performance and availability of their sites are therefore more important than ever. Airline websites are also becoming increasingly complex, it is not simply about booking your ticket anymore. Most of the websites of the larger Airlines offer the opportunity to reserve your seats online, provide time schedules, delay information, hotels and car rentals as well. With the complexity comes a higher risk of problems with these websites.
 
Since the website of most Airlines plays such an important role, Uptrends decided to monitor the websites of the largest Global airlines on availability from the period 01/16/2014 to 02/14/2014.
 

Our key findings:

  • 28 out of 85 Airline websites (32.94%) did not meet the 99.9% uptime industry standard.
  • 57 out of 85 Airline websites (67.06%) were available for at least 99.9% of the time during our testing period.
  • 23 out of 85 Airline websites (27.06%) did not show any downtime during the entire testing period and scored 100% uptime which is obviously a very good performance. A few examples of these websites are: KLM, Lufthansa, Delta Air Lines, Emirates, Air Asia, Singapore Airlines and Jetstar. 
  • Compared to our last Airlines study in 2012 (99.84%) the average availability in 2014 (99.4%) was actually less.
  • Out of the 85 monitored websites, two did not perform well. Especially the website of Air Baltic showed a lot of downtime. Their website was unavailable for more than 187 hours during our testing period, which is almost 8 days. The website of Ukraine International also showed more downtime than average. Their website was unavailable to their customers for more than 83 hours, which is almost 3.5 days. 
“We consider 99.90% uptime to be the minimum required for websites of this importance. But this also means that a website is unavailable for approximately 9 hours per year” says Joost Weissenbach, sales director at Uptrends, “These instances may occur due to, for instance, maintenance or heavy traffic on the website which could not be discerned between the two. In this survey we’ve only monitored the homepage of the website. But from our experience, we know that most malfunctions are created by (third party) applications like forms or online payment and booking methods which are running on a website. And those can have a negative influence on revenue and customer satisfaction. Uptrends can support them with Transaction Monitoring”.

Overview of the Global Airlines websites which showed the lowest availability:

Website

Uptime (%)

Down time (min)

Down time (hrs)

Air Baltic

71,8

11261,1

187,69

Ukraine International

87,4

5027,2

83,79

TunisAir

98,5

615,6

10,26

Pakistan Int. Airways

98,8

478,9

7,98

Air Europa

99,5

219

3,65

Aerolinas Argentinas

99,5

212,1

3,54

Iran Air

99,5

198,7

3,31

Philippine Airlines

99,5

184

3,07

Royal Air Maroc

99,6

180

3

Air Deccan

99,6

172,4

2,87

Avianca

99,6

165,3

2,76

China Southern

99,6

155,9

2,6

Corsairfly

99,6

153,6

2,56

Alitalia

99,6

144,3

2,41

Eva Air

99,7

124,1

2,07

Skywest

99,7

106

1,77

Air Tahiti Nui

99,8

97,9

1,63

Virgin Blue

99,8

92,6

1,54

Cayman Airways

99,8

89,8

1,5

Frontier

99,8

77,9

1,3

Receive the full report?

If you want to receive a free copy of the full survey results, please contact us by going to our contact page.   and ask for the full Global Airlines availability study report.

Methodology

Uptrends tested the availability of the front page of each website, at 5 minute intervals, using over 100 global checkpoints. If a website was not able to be reached, a second checkpoint from a different location performed another availability check. If the website was still not available, it was defined as an error. During the research period, only the availability of the front page was examined. Scheduled maintenance periods were not factored into these test results. For the period when a website was available, it was registered as uptime. During the period when errors were generated, it was registered as downtime.