Qantas leads Virgin Blue in customer satisfaction

Virgin Blue and Qantaslink have both declined slightly over the past three months and now sit at 80% satisfaction for the year ended March 2011. Regional Express has also declined and is now 77%, just above the industry average of 75%. While below the average, Jetstar’s satisfaction remained steady at 68% and Tiger continued its decline to reach 46%.


Satisfaction with Domestic Airlines used in last 12 months


Source: Roy Morgan Single Source, July 2009 – March 2011. Total using domestic airline in last 12 months n=7,435. 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 has increased its lead over Virgin Blue in terms of domestic customer satisfaction levels. Both leisure and business customers are giving Qantas’ domestic service a higher satisfaction rating.

“Despite its high satisfaction rating amongst the domestic business market Qantas has nevertheless lost market share to Virgin Blue, which has just launched its new brand Virgin Australia that targets the business customer.”