Friday, December 16th, 2011
Roy Morgan Research is now releasing quarterly Domestic Airline Satisfaction data in its Roy Morgan Airline Customer Satisfaction Report. The October 2011 quarter shows Qantas leading at 84%, but suffering a decline in recent months from a high point in June 2011. Virgin Australia at 81% has recovered after suffering a dip in satisfaction as a result of its September 2010 reservation and check-in systems failure.

A total of 68% of domestic Jetstar customers were ‘very’ or ‘fairly’ satisfied for the three months to September 2011, below the industry average of 75%. Customer satisfaction for Tiger Airways has improved recently but still remains relatively low at 44%.

Satisfaction with Domestic Airlines used in last 12 months

Source: Roy Morgan Single Source, November 2009 – October 2011, Total using domestic airline in last 12 months average quarterly sample n=1,850. 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 domestic customer satisfaction has fallen in October after grounding all its planes for days and causing major disruptions for 100,000 Australian air travellers. Although Qantas still has a small lead over Virgin Australia the gap is likely to close further in the coming months.

“The satisfaction rating for Virgin Australia fell in late September 2010 amongst both its leisure and business customers after their reservation and check-in system failed, affecting approximately 50,000 customers. Virgin Australia’s satisfaction rating has improved since then, and is likely to rise further with its quick response in putting on more flights during the Qantas industrial dispute.”

The complete detailed Roy Morgan Airline Satisfaction 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.

An extensive list of detailed Roy Morgan Airline Customer Profiles is also available and provides a broad understanding of the target audience, in terms of demographics, attitudes, activities and media usage in Australia.

Contact Profile

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


Virgin Australia closing gap Qantas Domestic Airline Satisfaction



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