Methodology

Independence is the product.

Straton Advisory audits are designed to be indistinguishable from a normal passenger journey. Findings are confidential, evidence-based, and written for operational and executive audiences.

How we work

Scope agreed in advance: route(s), cabin class(es), and touchpoints are defined with the client.
Covert execution: airline staff are not notified before, during, or after travel.
Commercial tickets: no hosted, complimentary, or discounted travel is accepted.
Evidence-based observation: time-stamped notes and measured timings where relevant.
Systems-focused reporting: we do not name or identify individual employees.

What we measure

Service consistency

Alignment between standard and delivery across stations, shifts, and operating conditions.

Communication quality

Clarity, update cadence, and ownership of messaging—especially during delays and gate changes.

Recovery effectiveness

How issues are resolved: empathy, empowerment, and practical outcome for passengers.

Promise vs. reality

Whether marketed benefits (priority, lounges, transfers, baggage) are delivered consistently.

Outputs

Management-ready report
Executive summary, Overall Experience Index, findings, operational impact, and prioritized recommendations.

Optional cadence
Quarterly route bundles to identify trends and station-level variability.

Confidential by default
No publication, no public ratings, no employee identification.