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Qantas and Singapore Airlines set flight path for customer satisfaction success

December 24, 2015 Statistics & Trends No Comments Print Print Email Email

In an average four weeks, 7.6 million Australians fly on a domestic airline, 4.6 million travel with an international airline and 1.9 million fly domestic business class. Even allowing for crossover, that’s a whole lot of passengers to keep happy. But, as the October Roy Morgan Research Customer Satisfaction Awards reveal, certain airlines are doing a first-class job.

On the domestic front, Qantas excelled itself, triumphing in both categories: Domestic Airline and Domestic Business Airline. Back on top in the Domestic Airline category for the first time in four months, Qantas is showing signs of regaining the fine form with which it started the year. An 84% satisfaction rating puts it just ahead of last month’s winner Virgin Australia (82%).

Although both airlines lost some ground in the Domestic Business Airline category since September, Qantas maintained a convincing lead over Virgin Australia, with 84% of its business-class customers saying they were satisfied with the airline, compared with Virgin Australia’s 78%.

Customer satisfaction: airlines, October 2015


Source: Roy Morgan Single Source (Australia), November 2014 – October 2015 (n=15,474) and August–October 2015 (n=3,728). Base:Australians 14+

There were no surprises in the International Airline category: just as it has done every other month this year, Singapore Airlines flew highest, impressing 91% of its customers. In second spot, as it has been all year also, was Emirates with an 88% satisfaction score. Air New Zealand and Thai Airways snagged third and fourth spots respectively, both making improvements on their September ratings.


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