Qantas, Virgin Australia 'neck and neck' for Aussie travellers

By David Flynn, October 27 2014

Qantas and Virgin Australia are both sitting on a solid 82% rating when it comes to keeping Aussie flyers happy, according to the rolling Roy Morgan Customer Satisfaction survey.

The poll of 1,650 travellers saw both airlines close out the month of August with a photo finish, while Qantas' regional arm QantasLink sat a whisker away at 79%.

In the year to August 2014 more than 3.96 million Australians flew Qantas at least once, Roy Morgan reports, "and a fraction over 82% of them reported that they were satisfied with the airline."

"Virgin Australia scored a satisfaction rating of just under 82%, from almost 2.8 million passengers."

However, Qantas' ranking also represents a drop of 3% from July, when its scorecard was punched at 85%, while in the same time Virgin has lifted its game from 80%.

Low-cost airlines Jetstar and Tigerair trailed at 67% and 50%, respectively, and Virgin Australia CEO John Borghetti will no doubt be seeking to lift Tiger's rating now that Virgin owns Tigerair Australia in its entirety.

“In the year to August 2014, more than 7.6 million Aussies – or 40% of the population – took at least one domestic flight" says Angela Smith, Group Account Director for Roy Morgan Research.

"That is a huge number of customers for the airlines to keep satisfied, and for Qantas and Virgin to achieve satisfaction rates over 80% is an impressive feat."

“Budget airlines Jetstar and particularly Tiger Airways may have cheap flights on their side, but their relatively low satisfaction scores suggest that passengers need something more than just a bargain price to feel satisfied with an airline."

What's your 'customer satisfaction' rating for Qantas and Virgin Australia based on your most recent domestic flights with both airlines?

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David Flynn is the Editor-in-Chief of Executive Traveller and a bit of a travel tragic with a weakness for good coffee, shopping and lychee martinis.

Qantas - Qantas Frequent Flyer

21 Jul 2012

Total posts 39

Wow. Jetstar got that high of a satifaction rating. Dont know why. would not even give them 10%.

Qantas - Qantas Frequent Flyer

08 Nov 2011

Total posts 110

They're cheap, generally punctual and usually meet their set expectations. Just because it doesn't meet your needs, doesn't mean it doesn't meet others'. I'm more than happy to sit on one of their planes to most of the major capitals if it means I can go more frequently.

You can't expect champagne if you're paying for beer.

26 Aug 2014

Total posts 4

Any insight into if the results account for the different fares charged by the 4 airlines?

Qantas - Qantas Frequent Flyer

21 Jul 2012

Total posts 39

And that is why it's my post and not someone else. It is MY opinion and that's why I posted it. I think they are rubbish. I have flown with them on too many time when they have just never turned up. Left us abandoned in hawaii once. Yeh could think of worse things to happen. It took big daddy Qantas to come and rescue us with no explanation. Their planes are dirty, international staff who do not speak English (safety issue there in an emergency) so I'm happy that you find them to be satisfactory to your needs. But don't dis others for their opinion. 

Qantas - Qantas Frequent Flyer

08 Nov 2011

Total posts 110

Whilst you are more than entitled to have your opinion, clearly it is in the minority. Many people seem find them to be acceptable to their needs. Your comment about 10% seems to indicate you believe otherwise.

Qantas - Qantas Frequent Flyer

21 Jul 2014

Total posts 137

Recently experienced Jetstar ( both good and bad) a friend and I had booked flights from Sydney to Christchurch but unfortunately had to cancel due to a death in my family.

Having paid more for a flexible ticket, we were stunned that to rebook was going to cost $500 per person ( on top of the $ already paid ) Jetstar offered to cancel the flights on a compassionate ground ( I had doubts they'd approve this ) low and behold submitted the documents Monday, had a call Monday morning saying it had been approved.

Although Jetstar is not my preferred airline to travel, I'd definitely consider themin the future for the right price (and status credits)  

25 Feb 2013

Total posts 59

Isn't it a bit disingnuous to 'hide' QFs poorer performing not-quite-so-full-service-as-non-regional arm (QantasLink - though 3% is prob MOE) While VA's regional arm (and therefore also not as 'frilled' and probably more likely to get lower scores - esp those ATRs!) are included in theirs?

Prob doesn't make that much difference but interesting that QFs regional arm is measured separately while ex-SkyWest is not.

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