Despite the recent IT glitches, Virgin Blue has the same satisfaction rating as REX, with 81% of customers satisfied.  Qantaslink is close behind with 80%. Satisfaction with Jetstar was steady at 69%, while Tiger Airways’ customers remain the least satisfied at 50%.


Satisfaction with Domestic Airlines used in last 12 months


Source: Roy Morgan Single Source, July 2009 – October 2010. Total using domestic airline in last 12 months n=7,647. 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:

“Although Qantas has maintained its relatively high customer satisfaction for October, it remains to be seen whether the recent highly publicised safety incidents will impact its future ratings of satisfaction and consideration.  Qantas has historically been synonymous with air safety but there is now a risk the Qantas brand image will be tarnished.”

Click here for more information, or to purchase the complete Airline Satisfaction report.

This report provides information on both domestic and international airline satisfaction. The brands covered in this report are: Air Canada, Air New Zealand, Air Pacific, Airasia X, American Airlines, British Airways, Cathay Pacific, Emirates, Etihad, Garuda Indonesia, Jetstar, Malaysian Airlines, Pacific Blue, Qantas, Qantaslink, REX, Singapore Airlines, Skywest, Thai Airways, Tiger Airways, United, V Australia and Virgin Blue.

Click here to purchase Airline Customer Profiles which provide a broad understanding of the target audience, in terms of demographics, attitudes, activities and media usage in Australia.

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