Qantas Suffers Decline In Customer Satisfaction Due to Fleet Grounding
According to the latest Roy Morgan Airline Customer Satisfaction Report for December 2011, satisfaction amongst Qantas business customers is high at 82% but suffers a decline in recent months from a high point of 84% in October 2011. Virgin Australia is at 78%, up from 76% in October 2011 and fast closing the gap on Qantas, while Jetstar business customer satisfaction fell in the latest report.
Jane Ianniello, Roy Morgan Research International Director of Tourism, Travel & Leisure, says “Qantas domestic business customer satisfaction has fallen in November and December 2011 after grounding all its planes for days in late October and causing major disruptions for 100,000 Australian air travellers. By contrast the satisfaction rating for Virgin Australia with its quick response in putting on more flights during the Qantas industrial dispute has increased strongly in the past two months. With the recent launch of its new business class Virgin Australia looks set to close the gap further on Qantas. The introduction of a successful business class into Virgin Australia may attract advertisers in their magazine Velocity, and on their airport terminal signage and planes.”
“The challenge will be for both airlines to understand, and therefore satisfy, their customers better,” she adds.
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Written by: Kanchana Ganglani
