Air New Zealand sits at 90%, with Singapore Airlines’ customers also highly satisfied at 89% during the 12 months to January 2011. Satisfaction with Malaysia Airlines continues to rise; at 85% during the same period. Qantas and Thai Airways follow close behind (both at 81%) with Cathay Pacific and Emirates both on 80%.


Satisfaction with International Airlines used in last 12 months


Source: Roy Morgan Single Source, July 2009 – January 2011. Total using international airline in last 12 months n=3,608. 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:

“V Australia is not only expanding its operations but also improving its customer satisfaction ratings.  Its satisfaction ratings are now well ahead of Qantas, which sits in fifth position. 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.”

For more information or to 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, AirAsia X, American Airlines, British Airways, Cathay Pacific, Emirates, Etihad, Garuda Indonesia, Jetstar, Malaysia Airlines, Pacific Blue, Qantas, Qantaslink, REX, Singapore Airlines, Thai Airways, Tiger Airways, United, V Australia and Virgin Blue.

Purchase detailed Roy Morgan 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 extensive range of Travel & Tourism Reports or detailed Australian Holidaymaker Profiles.


For more details contact:

info@roymorganonlinestore.com