TAP ended 2019 with two absolute records. In the last month of the year, 1.3 million passengers made it the best December in the airline’s history. In total, TAP transported an unprecedented 17 million customers in 2019, with growth of 8.2% compared to 2018, and 65% compared to 2015, the year TAP was privatised. Last year’s excellent sales results are reflected in a 40% increase in revenue, again compared with 2015.
In terms of punctuality and NPS, the index that measures customer satisfaction, we finished the year with an increase of six and 12 points respectively. This demonstrates continuous improvement, based on various measures, strong investment to ensure more punctual flights and listening more closely to our customers.
One of our airline’s main values, and the only non-negotiable one, is safety, which continues to be recognised internationally. We were very pleased to receive the news that TAP is among the world’s safest airlines, according to the Airline Ratings website. Based on the safety and product standards of over 400 airlines, TAP is ranked among the 15 safest airlines in the world and in the top 3 of the safest airlines in Europe. So, I would like to thank and congratulate all our staff, who keep us where we belong, which is the highest level.
If 2019 was a year of rapid growth, 2020 will be a year focussed on consolidating objectives already achieved. We will continue to fly new routes and take delivery of new aircraft. Our fleet renewal is ongoing, with 11 new aircraft expected to arrive, allowing five reserve aircraft to ensure better service. This is also positive development, if we consider that two years ago there were no reserve aircraft available. We remain committed to the company’s transformation strategy and offering a service that is increasingly focussed on customer needs. Thank you for flying with TAP! Have an excellent flight!
by Antonoaldo Neves, CEO, TAP Air Portugal
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