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Qantas and Emirates win customer satisfaction awards

March 1, 2017 Headline News No Comments Email Email

Qantas and Emirates have won the Tourism and Travel categories in the annual Roy Morgan Customer Satisfaction Awards for the year 2016.

Qantas triumphed in the annual awards as Domestic Airline and Domestic Business Travel Airline of the Year. It’s another achievement in 2016, a year in which Qantas posted a record full-year profit for last financial year, launched its game-changing B787-9 Dreamliner, and announced a new non-stop Perth-to-London flight.

This is the third consecutive year Qantas has notched up the double victory in the Roy Morgan awards.

Roy Morgan Research chief executive Michele Levine presents Emirates’ Dean Cleaver (Regional Manager, Vic & Tas) with the Airline of the Year Award

Emirates is celebrating its first-ever International Airline of the Year Award. After finishing second to Singapore Airlines in the 2015 Awards, the Dubai-based airline made exceptional progress through 2016, consistently achieving satisfaction scores in the high 80s.

Tourism and Travel Customer Satisfaction Award winners for 2016:

Domestic Airline of the Year. Qantas (Domestic)

Domestic Business Airline of the Year. Qantas (Domestic)

International Airline of the Year. Emirates.

Roy Morgan Research chief executive, Michele Levine, commented that for many Australians, their holiday starts when their plane takes off, with the in-flight experience being an important prequel to their getaway.

“Qantas clearly understand this, warding off a spirited challenge by Virgin Australia to satisfy an average 85% of their leisure passengers every month of 2016, consolidating on their similarly successful results in 2015.

“Australia’s longest-running airline is also highly attuned to the needs of business travellers, winning the Domestic Business Travel Airline of the Year with ease. As of December last year, more than 87% of Qantas business passengers reported being satisfied; with the roll-out of its new in-flight Wi-Fi later this month, there is the potential for its satisfaction rate to hit even greater heights.

“Emirates, meanwhile, pulled off the seeming impossible, toppling long-time title-holder Singapore Airlines to secure its first victory as International Airline of the Year. While Air New Zealand gave them a run for their money, Emirates ultimately made a slightly better impression on its Australian passengers, with its satisfaction scores regularly nudging 90%. Could this signal the start of a new era in International Airline Customer Satisfaction?”

Edited by William Sykes

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