Survey: Qantas leads Virgin Australia in customer satisfaction

By David Flynn, June 16 2011

In brief: Qantas holds a slight lead over Virgin Australia in terms of customer satisfaction while Tiger Airways is easily Australia's least liked airline, according to the latest report from Roy Morgan Research.

At the end of March 2011, based on previous 12 months, 83% of Qantas customers said they were either “very satisfied" or “fairly satisfied" with the airline's domestic services.

Virgin Australia rated at 80%, a slight drop over the previous quarter – although Virgin Australia chief John Borghetti will be hoping that the raft of improvements executed as part of his 'Game Change' plan, along with an increased focus on on-time performance, will help turn things around in the months to come.

Qantas' regional arm QantasLink polled at 80% satisfaction with passengers, three points ahead of a 77% rating for REX. 

Jetstar’s satisfaction remained steady at 68% while Tiger continued its decline to reach an all-time low of 46%.


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.

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