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Emirates tops customer satisfaction, soaring over American

August 6, 2016 Headline News No Comments Print Print Email Email

The Roy Morgan June Customer Satisfaction award for international Airlines was won by Emirates. Unlike 2015, when Singapore Airlines dominated this category for all 12 months, 2016 has seen two other contenders fighting for top spot: this month’s leader Emirates ( satisfied 89% of its customers in June) and second-place getter Air New Zealand (just over 87%). Having won three months apiece so far this year, the two airlines have achieved the seeming impossible by holding Singapore – winner of the International Airline of the Year in 2012, 2013, 2014 and 2015 – at bay. Currently, Singapore sits in third position, less than a percent behind Air New Zealand.

Customer Satisfaction Awards June 2016: International Airlines

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Source: Roy Morgan Single Source (Australia), July 2015-June 20196

As the chart above illustrates, very little separates the customer satisfaction levels of the six highest scorers in the International Airline category. However, there is a veritable gulf of more than 40% between Emirates in top spot and American Airlines in fifteenth (57%).

Satisfying just under 85% of its passengers – its highest customer satisfaction level for the last 18 months — Australia’s own QANTAS (International) is in sixth position, but its low-cost carrier Jetstar International (66%) does not fare quite so well.

Emirates’ triumph in the June Customer Satisfaction Awards coincides with its victory in the annual Skytrax World Airline Awards as the World’s Best Airline. The Dubai-based airline’s commitment to customer satisfaction is clearly being noticed by its passengers. 

Edited by Ian McIntosh

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