Wednesday, October 5th, 2011
For the first time Roy Morgan Research is releasing quarterly Domestic Airline Satisfaction data in its Roy Morgan Airline Customer Satisfaction Report. The quarterly data shows that Qantas is leading at 87%, but Virgin Australia at 81% is regaining lost ground after suffering a dip in satisfaction as a result of its September 2010 reservation and check-in systems failure.

A total of 66% of domestic Jetstar customers were ‘very’ or ‘fairly’ satisfied for the three months to July 2011, below the industry average of 76%. Tiger has declined to an all time low of 37%.

Satisfaction with Domestic Airlines used in last 12 months

Source: Roy Morgan Single Source, October 2009 – July 2011. Total using domestic airline in last 12 months n=1,869. 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 still 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.

“The satisfaction rating for Virgin Australia fell amongst both its leisure and business customers after their reservation and check-in system failed in late September 2010, affecting approximately 50,000 customers. Although Virgin Australia’s satisfaction has rebounded in the last quarter, it is still lower than it was before the incident.

“It will be interesting to see whether Qantas domestic satisfaction ratings will fall over the next few months as a result of the recent industrial action.

“Satisfaction for Tiger Airways may fall even lower in coming months after the temporary suspension of its services in July 2011.”

The complete detailed Roy Morgan Airline Satisfaction report is available.

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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Roy Morgan Research

Roy Morgan Research is Australia’s best known and longest established market research and public opinion survey company. Roy Morgan Single Source is thorough, accurate, and provides comprehensive, directly applicable information about current and future customers. It is unique in that it directs all the questions to each individual from a base survey sample of around 55,000 interviews in Australia and 15,000 interviews in New Zealand annually - the largest Single Source databases in the world. The questions asked relate to lifestyle and attitudes, media consumption habits (including TV, radio, newspapers, magazines, cinema, catalogues, pay TV and the Internet), brand and product usage, purchase intentions, retail visitations, service provider preferences, financial information and recreation and leisure activities. This lead product is supported by a nationally networked, consultancy-orientated market research capability.
Shaun Ellis
P: 03 9224 5332


Qantas leads Virgin Australia for Domestic Airline Satisfaction



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