Virgin Australia leads Qantas in traveller satisfaction survey

By David Flynn, October 16 2012
Virgin Australia leads Qantas in traveller satisfaction survey

A nationwide survey of Australian travellers has seen Virgin Australia pull ahead of Qantas in the 'satisfaction stakes'.

The latest Roy Morgan Domestic Airline Satisfaction Report shows Virgin Australia perched at 84.7% against Qantas' 80.2%.

Most significant, however, is that over the last four months Virgin has climbed back to the same high rating it enjoyed during the Red Roo's worst days of late 2011 to early 2012, following the unprecedented global grounding of Qantas in October 2011.

The rolling results of the survey also show that from December 2010 to September 2012, Jetstar has only once nudged north of a 70% customer satisfaction rating.

More of a shocker? Jetstar is now challenged by Tiger Airways, which has rebuilt its performance since the low-cost carrier was grounded by Australia's air safety regulator CASA for some six weeks from July 2011.

On the international front, Singapore Airlines and Air New Zealand leave Aussie travellers the happiest – click here for details.

You're on Twitter? So are we – catch us on @AusBT!


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.

10 Mar 2011

Total posts 526

Not too surprised by that... but look at Tiger!!

Virgin Australia - Velocity Rewards

11 Jul 2012

Total posts 2

IMO Virgin has much better/nicer/more accomodating staff. Not to be rude, but there are some grumpy old bats that work for Qantas who don't seem to care much about customer service. Once Qantas gets rid of them they'll probably become my airline of choice again.

And I have no idea how Jetstar is that high, they are awful with everything apart from price. I stopped flying Tiger years ago so can't comment on their improvement.

Qantas - Qantas Frequent Flyer

08 Nov 2011

Total posts 121

The low price lowers the expectations of the airline and as long as they are doing the simple things right, then passengers are happy.

I think both QF and DJ are much the same, perhaps a lightly lager number of nicer DJ staff (but negligible for me).

I am a very happy Jetstar flyer. Who else is able to get me Syd to Melb frequently for only about $30? I'd rather save the $70 and get a nicer hotel than the 1 hr flight. Takes longer in the car/bus to most places in Sydney.

23 May 2011

Total posts 33

Personally I'm not surprised by this. From my experience Virgin has consistently provided better service in Y and J in both narrow and wide-body a/c. The QF service on the other hand is more hit and miss based on my dealings with the,.


22 May 2012

Total posts 7

Oh der?

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