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Virgin Australia closing the gap on Qantas for Domestic Airline Satisfaction



Roy Morgan Research

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.”


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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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