Air New Zealand and Singapore Airlines continue to match each others’ customer satisfaction figures, with V Australia sitting close behind on 88% for the 12 months to November 2010. Malaysia Airlines and Etihad Airways follow with 84% and 83% respectively, with Qantas and Thai Airways equal sixth on 82%. Emirates has the eighth highest customer satisfaction for the period at 81%.


Satisfaction with International Airlines used in last 12 months


Source: Roy Morgan Single Source, July 2009 – November 2010. Total using international airline in last 12 months n=3,613. N.B. ‘Total Industry’ average also includes other international 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 the largest market share of the international airlines it ranks equal sixth (with Thai Airways) in terms of customer satisfaction behind its two main rivals Air New Zealand and Singapore Airlines. The satisfaction rating for Qantas is nevertheless higher than the average for International airlines, which is pulled down by the low ratings of the low cost carriers such as Tiger Airways, AirAsia X, and Jetstar.”

Purchase the complete Roy Morgan 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.

Purchase Airline Customer Profiles which are also available and provide a broad understanding of the target audience, in terms of demographics, attitudes, activities and media usage in Australia.

Purchase from an exttensive range of Travel & Tourism Reports or detailed Target Profiles of Australian Holidaymakers.


For more details contact:

info@roymorganonlinestore.com