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Five Sensory Experience
STARLUX delivers a premium “Five-Sense” experience, blending physical and digital elements to create a luxurious journey. This unique approach elevates air travel, enhancing brand quality and distinguishing STARLUX in the aviation industry.
Auditory
Jazz maestro Peter White composes custom boarding and landing music. High-quality headphones in all classes ensure an exceptional auditory experience.
Olfactory
P.SEVEN, a renowned Taiwanese tea-perfume brand, creates unique scents for STARLUX’s aircraft. Inspired by “Home in the air,” these woody fragrances evoke freshness and tranquility.
Gustatory
STARLUX partners with acclaimed international and Taiwanese brands, including Gyenhutong, Yu Chocolatier, Ningyocho Imahan, Press Butter Sand, Yuen Ji Taiwanese Cuisine, Yu Shan Ge, Du Hsiao Yueh, KALON TEA, Matthew’s Choice, Taïrroir, NINAO Gelato, Mr. Honey, Weightstone, Mariage Frères, Bar Home, and St.1 Cafe / Work Room, enhancing its local and premium offerings.
Tactile
In-flight amenities emphasize consistency; every item is meticulously selected, with materials curated to provide passengers with a sense of novelty. BMW Designworks crafted premium cabin seats, while carefully chosen amenities ensure a fresh, comfortable “home in the sky” experience across all flights.
Visual
Earth-toned livery and cabins embody “Comfort as Home” philosophy. Based on the philosophy of “a home away from home”, our cabin design aims to provide a safe and comfortable service experience. Dynamic ambient lighting enhances coziness throughout flight phases. Stylish, functional uniforms break from traditional airline conservatism, offering a unique passenger experience.
Passenger Feedback and Service Quality Enhancement
In addition to providing passengers with a multi-sensory inflight experience engaging the senses of sight, hearing, smell, taste, and touch, STARLUX Airlines continuously collects passenger feedback and conducts satisfaction surveys to understand customers’ perceptions of their overall service experience. The Company uses Net Promoter Score (NPS) and customer satisfaction as key indicators for evaluating the quality of its passenger and cargo services, respectively.
In 2025, STARLUX Airlines set a target NPS of 66 for passenger services and achieved an actual score of 71.6, exceeding the annual target. To continuously enhance the passenger experience and service quality, STARLUX Airlines established short-, medium-, and long-term NPS targets of 69 and 70, respectively, with reference to industry benchmarks and historical NPS performance.
For cargo services, STARLUX Airlines uses customer satisfaction, measured on a five-point scale, as a key indicator of cargo service quality. Customer satisfaction scores for the past three years were 4.44 in 2023, 4.34 in 2024, and 4.38 in 2025. In 2025, the customer satisfaction target was 4.35, while the actual score reached 4.38, exceeding the annual target. To continuously enhance cargo service quality, STARLUX Airlines has established a short-term target of 4.45 and medium- and long-term targets of 4.65.
STARLUX Airlines will continue to leverage passenger feedback, satisfaction surveys, and cargo customer feedback through various channels as important inputs for service optimization and quality enhancement, further advancing the passenger and cargo service experience of its premium boutique airline.