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Etihad Airways, the national airline of the United Arab Emirates, has sent a letter to Skytrax formally announcing its decision to withdraw from Skytrax, including the Skytrax World Airline Awards and the Skytrax Audit. The decision was made after Etihad Airways carried out a review of the criteria and measurement of the Skytrax Airline Rating System. The measurement of customer satisfaction and feedback is important to Etihad Airways. The airline subscribes to monthly industry research and undertakes comprehensive monthly surveys to monitor customer satisfaction, using the insights to continually improve its products and services.
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