Qantas suffers a decline in Domestic Airline Satisfaction and Virgin’s satisfaction increases after Qantas dispute

Announcement posted by Roy Morgan Research 13 Jan 2012

Roy Morgan Research

The latest Roy Morgan Airline Customer Satisfaction Report covering the three months to November 2011 during which time Qantas grounded all planes for days shows: •Qantas still leading at 84%, but suffering a decline in recent months from a high point of 87% in June 2011; •Virgin Australia at 82%, is up from 80% in June 2011 and is fast closing the gap on Qantas; •Both Jetstar and Tiger Airways showed improved levels of customer satisfaction in the latest report. Satisfaction with Domestic Airlines used in last 12 monthsSource: Roy Morgan Single Source, November 2009 – November 2011, Total using domestic airline in last 12 months average quarterly sample n=1,882. 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 fell in October and has remained lower in November after grounding all its planes for days and causing major disruptions for 100,000 Australian air travellers – finishing the November quarter at 84% satisfaction. Although Qantas still has a small lead over Virgin Australia the gap is likely to close further in the coming months.

“By contrast the satisfaction rating for Virgin Australia with its quick response in putting on more flights during the Qantas industrial dispute has increased strongly in the past two months. Virgin’s satisfaction rating has now recovered to the same level as it was before the reservation and check-in system failure in late September 2010 that affected approximately 50,000 customers.

“Qantas has a small lead over Virgin in the latest survey, but Virgin looks to be on a positive trajectory, and the challenge will be on for both airlines to understand and therefore, satisfy their customers better.”

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