Customer satisfaction for Regional Express was at 77%, just above the industry average of 75%. Jetstar’s satisfaction remained steady at 68%, while Tiger continued to decline to a low 45%.
Satisfaction with Domestic Airlines used in last 12 months
Source: Roy Morgan Single Source, July 2009 – May 2011. Total using domestic airline in last 12 months n=7,222. N.B. ‘Total Industry’ average also includes other domestic airlines not shown. ‘% satisfied’ is the proportion of all customers who are ‘Very’ or ‘Fairly’ satisfied with that Airline (on a five point scale).
Jane Ianniello, Roy Morgan Research International Director of Tourism, Travel & Leisure, says:
“Qantas now has a clear lead over Virgin Australia in terms of domestic airline satisfaction. Both leisure and business customers are giving Qantas a higher satisfaction rating.
“It is interesting to note the continuing decline in the satisfaction for Tiger Airways even before the suspension of Tiger Airways flights in July.”
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This report provides information on both domestic and international airline satisfaction. The brands covered in this report are: Air Canada, Air New Zealand, AirAsia X, American Airlines, British Airways, Cathay Pacific, Emirates, Etihad, Garuda Indonesia, Jetstar, Malaysia Airlines, Pacific Blue, Qantas, Qantaslink, REX, Singapore Airlines, Thai Airways, Tiger Airways, United, V Australia and Virgin Blue.
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