Virgin Australia closing the gap on Qantas for Domestic Airline Satisfaction

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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