A total of 66% of domestic Jetstar customers were ‘very’ or ‘fairly’ satisfied for the three months to September 2011, below the industry average of 75%. Customer satisfaction for Tiger Airways remains low at 42%.


Satisfaction with Domestic Airlines used in last 12 months


Source: Roy Morgan Single Source, November 2009 – September 2011, Total using domestic airline in last 12 months average quarterly sample n=1,883. 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:

“In the September quarter amidst industrial disputes, but before Qantas grounded all planes for days in October, Qantas still had a clear but diminishing lead over Virgin Australia in terms of domestic airline satisfaction. Both leisure and business customers were giving Qantas a higher satisfaction rating.

“However, with the Qantas industrial disputes causing widespread disruptions in October it will be crucial to maintain the flying public’s response via the Roy Morgan Qantas domestic satisfaction ratings.

“The satisfaction rating for Virgin Australia fell in late September 2010 amongst both its leisure and business customers after their reservation and check-in system failed, affecting approximately 50,000 customers.  Although Virgin Australia’s satisfaction has improved since then, it is still lower than it was before the incident.”

Purchase the detailed 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.

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