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Airline takes the biscuit in consumer satisfaction

October 5, 2017 Headline News No Comments Email Email

A study of Australian domestic carriers conducted by Roy Morgan research has come up with a clear winner for the title of Australia’s most satisfying domestic airline, by quite a wide margin.

And the winner is… Qantas!

Qantas achieved a customer satisfaction rating of 83.2%, enough to beat key rivals Virgin Australia on 77.6% and its own stablemate Qantaslink on 72.7%.

Qantas has maintained its lead over Virgin Australia for four months now – however, the big improvers over the past year were the smaller carrier REX (Regional Express) with a customer satisfaction rating of 72.6% in August (up 5.5% from a year ago) and – wait for it – Jetstar, which rounded out the top five with a customer satisfaction rating of 63.1%.

Roy Morgan Domestic Airline & Domestic Business Airline Customer Satisfaction August 2017

Qantas also leads the way for domestic business travellers with a customer satisfaction rating of 84.8% – well ahead of Virgin Australia on 75.6% and Jetstar on 55.1%.

Commending on the findings, Roy Morgan Research’s chief executive, Michele Levine, confirmed that Qantas was Australia’s leading domestic airline in mid-2017, winning both domestic airline categories for the fourth month in a row over rival Virgin Australia.

“Qantas has performed strongly in 2017, following on from three straight victories in the Annual Roy Morgan Customer Satisfaction awards in both categories (2014-2016) and is a warm favourite to repeat the feat in 2017.

“Although Qantas continues to perform strongly, the low customer satisfaction of wholly owned subsidiary Jetstar will continue to be a concern – but the positive news for Jetstar is a marginal improvement for the budget airline in both categories over the past year.”

Edited by Peter Needham

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