For the twelve months to June 2010, 83% of Australians who took a flight with REX were ‘very’ or ‘fairly’ satisfied, followed by Qantas (82%), Qantaslink (80%) and Virgin Blue (80%). Jetstar, Skywest and Tiger Airways fell below the industry average of 76%, with only just over half of Tiger customers satisfied (51%).


Satisfaction with Domestic Airlines used in last 12 months


Source: Roy Morgan Single Source, July 2009 - June 2010. Total using domestic airline in last 12 months n= 6,858. N.B. ‘Total Industry’ average also includes other domestic airlines not shown.


Jane Ianniello, Roy Morgan Research International Director of Tourism, Travel & Leisure, says:

“Under its current CEO Alan Joyce, Qantas has a strong focus on customer service, but it remains to be seen whether it can overtake REX as the No.1 domestic airline in terms of customer satisfaction. It is interesting to note that lower levels of customer satisfaction do not always deter people from flying with an airline. For instance, both Jetstar and Tiger Airways lag behind in terms of customer satisfaction but are growing their share of the domestic market. Both these airlines have different customer profiles than the leaders in customer satisfaction.”

Roy Morgan Research has recently released a quarterly report on both domestic and international airline satisfaction on our online store. The store also contains profiles of patrons of domestic and international airlines by business and holiday/leisure, these profiles provide a broad understanding of the target audience in terms of demographics, attitudes, activities and media usage.


Click here to purchase our Roy Morgan Airline Satisfaction Report and click here to purchase detailed Air Travellers Target Profiles.

Click here to purchase other Roy Morgan Tourism Reports and Profiles available.


For more details contact:

info@roymorganonlinestore.com