KPI ANALYSIS OF 

 AIRLINE INDUSTR
INDUSTRY 
Y 
 

THE CHOSEN ONE

KPI
 

KEY PERFORMANCE INDICATORS

FINANCIAL

SERVICE
KPI CUSTOMER

FLIGHT
OPERATIONS
 

FINANCIAL KPI

To judge w
whether
hether the
Whether funds
company
compan y has been
able to match the allocated are
revenues with the used properly.
expenses

A negative bottom line

should be a cause for
further investigation and
immediate action.
 

 Revenues
Revenues  Cash Inflows
Inflows the airlin
airlines
es enjoys
enjoys in a particular
particular year
1

 Expenses  Cash Outflows

Outflows the organization
organization has to bear for
for various direct and indirect spending
spending
2

 ROIC (Return
(Return on Invested
Invested Capital)
3

 EBIT (Earnings Befor

Before
e Interests
Interests & Taxes
Taxes))
4

 Operatin
Operating
g profit
profit
5

 Cas
Cash flo
flow
w
6

 Outst
Outstand
anding
ing debt
debt
7

 Level
Level of worki
working
ng capital
capital
8

 Market
Market value
value against
against asset
asset value
9

 RASK (Revenu
(Revenue
e Per Available
Available Seat)
10
 

CUSTOMER KPI

Usually involve Customer

passengers in the Experience is
evaluation process the key

Complaints should be
Complaints
alarming enough to
change or improve any
flaw in the service.
 

1
 Types of cuisine
cuisine off
offered
ered

2
 Bag
Bagg
gage
age rate
ratess

3
 Re
Respons
sponse
e Time
Time for
for qu
queries
eries

4
 Can
Cancel
celled
led Fli
Flight
ghtss

5
 Mis
Missed
sed Con
Connect
nection
ionss

6
 Yield

7
 Lo
Load
ad ffac
acto
torr

8
 Spill
 

FLIGHT OPERA
OPERATIONS
TIONS KPI

Deal with airline

operational aspects

Fewer flights
Fewer flights and more
passengers would mean
an upgrade, replacement,
or addition of aircrafts
 

1
 Flights  Number of flights in a particular year

2
 Pass
Passengers
engers  Number of passengers
passengers carried
carried in all the flights in a year

3
 Ava
Available
ilable Flying Time
T ime / Aircraft utilization/ Daily Pilot Utilization

4
 Amount of lost baggage on connecting flights
fli ghts

5
 Percentage of Flights Departures Delayed > 15 minutes

6
 Average Minutes Delay for Delayed Flights / All Flights

7
 Percentage of Flights Delayed Due to Technical / Commercial reasons

8
 Incidence of maintenance schedule changes

9
 Crew productivity and cost/ Crews per aircraft

10
 Average turnaround time, Average block hours per day
 

SERVICE KPI

Gives a good grasp Give an idea as to how

on how each new equipment and
employee in the facilities improve
service department is service and eventually
doing
sales

Used in managing performance of 

airline companies that typically
deals with service oriented activities