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Air NZ and Qantas share honours at Customer Awards

February 27, 2018 Headline News No Comments Email Email

Air New Zealand has beaten longstanding title-holder Singapore Airlines and last year’s winner Emirates in an important Tourism and Travel category in the Roy Morgan Customer Satisfaction Awards – with Qantas also taking out two accolades.

Qantas triumphed as Domestic Airline and Domestic Business Travel Airline of the Year, capping its 2017 performance which included posting the second-highest financial performance in it 97-year history.

This is the fourth consecutive year Qantas has notched up this double-victory, including topping the Domestic Business Travel Airline charts for every single month of 2017.

Air New Zealand meanwhile, is celebrating its first-ever International Airline of the Year Award from Roy Morgan. With a newly built luxury lounge at the Melbourne International Airport, Air New Zealand has been investing heavily in the Australian market.

Roy Morgan chief executive Michele Levine presented the awards at a ceremony last week.

Roy Morgan CEO Michele Levine presents the award for International Airline of the Year to Air New Zealand State Manager, VIC & SA Damien Van Eyk.


Air New Zealand had “pulled off the seeming impossible” in beating both Singapore Airlines and Emirates, she commented.

Air New Zealand’s general manager customer experience, Anita Hawthorne, said the airline was committed to improving the customer experience and was proud to be able to offer customers flying out of Melbourne “a new lounge space with 50% more seating than the previous lounge”.

The airline has also been promoting its services through its ‘Better Way to Fly’ campaign starring Dave the goose, which encourages Australians to travel Air New Zealand to North and South America.

In finalising its Customer Satisfaction Awards for various products and services, Roy Morgan asks customers to rate the particular product or service on a scale of: ‘very satisfied’, ‘fairly satisfied’, ‘neither satisfied nor dissatisfied’, ‘fairly dissatisfied’ and ‘very dissatisfied’ or ‘completely satisfied’, ‘somewhat satisfied’, ‘neither satisfied nor dissatisfied’, ‘not very satisfied’ and ‘not at all satisfied’.

It combines the ‘fairly satisfied’ and ‘very satisfied’ responses and calculates them as a percentage of total customers. In every category, only customers of that product or service are included.

The 2017 awards:

  • Domestic Airline of the Year:  Qantas (Domestic) 
  • Domestic Business Airline of the Year:  Qantas (Domestic) 
  • International Airline of the Year:  Air New Zealand

Commenting on the results, Levine noted that for many Australians, a holiday started once they reached the airport, with a quick break in the lounge before their plane took off for their destination.

“Air New Zealand and Qantas understand this, satisfying their customers both on and off the ground with their service driven flights and their well-equipped lounges, along with the in-flight experience being an important prequel to their getaway.

“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. Winning a monthly award for customer satisfaction is no easy feat, and to pull it off every month of the year in 2017 is truly remarkable

“Air New Zealand, meanwhile, pulled off the seeming impossible, toppling long-time title-holder Singapore Airlines and last year’s winner Emirates to secure its first victory as International Airline of the Year.

“While the previous winners gave them a run for their money, as well as other top five airlines Cathay Pacific and Etihad Airways, Air New Zealand ultimately made a slightly better impression on its Australian passengers, with its satisfaction scores regularly nudging 90% and 11 of 12 monthly wins. Could this signal the start of a new era in International Airline Customer Satisfaction?

“Congratulations to both airlines for flying so high in the Customer Satisfaction stakes!”

Edited by Peter Needham

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