Qantas wins most satisfying airline for fourth year running

There's a reason you'll often have to pay a little more for a Qantas airfare.

Qantas wins most satisfying airline for fourth year running

There’s a reason you’ll often have to pay a little more for a Qantas Airlines airfare.

When it comes to budget airlines and lower-priced competitors, customer service is usually the first casualty.

That’s one aspect Qantas doesn’t scrimp on, as proven by the popular Aussie airline winning the Annual Roy Morgan Customer Satisfaction Awards for both the Domestic Airline and Domestic Business Airline of the year for the fourth straight year.

Qantas has again been rated Australia’s most satisfying domestic airline, achieving a customer satisfaction rating of 86.4 per cent – just ahead of stablemate Qantaslink on 86.1 per cent and well ahead of key rival Virgin Australia on 83.2 per cent, and budget airlines Jetstar on 64.1 per cent, with Tigerair on 61.4 per cent.

Smaller carrier REX (Regional Express) finished with a customer satisfaction of 77.1 per cent.

Domestic business travellers also ranked Qantas highly, with a satisfaction rating of 85.2 per cent, above Virgin Australia at 81.5 per cent and Jetstar at 65.5 per cent.

 “Qantas has begun 2018 as it ended 2017, as Australia’s top domestic airline for customer satisfaction for the 10th month in a row,” said Roy Morgan chief executive Michelle Levine.

“Qantas has maintained a solid lead over key rival Virgin Australia, which last won the Roy Morgan monthly customer satisfaction in April 2017 and had a customer satisfaction rating of 83.2% in February. Qantas and Virgin Australia are both well ahead of regional carrier REX (Regional Express) and budget airlines including Jetstar and Tigerair.

“Qantas has also maintained its stranglehold as the leading airline for domestic business travellers in Australia, with a business airline customer satisfaction rating of 85.2 per cent, clear of Virgin Australia on 81.5 per cent and well on course to follow up on four consecutive annual victories in the category.

“Another positive for Qantas is Australia’s huge market for domestic travel. Over 11.6 million Australians now say they’d like to spend a holiday in Australia in the next two years. Victoria is Australia’s leading destination state with nearly 3.8 million Australians nominating the state as a travel destination ahead of larger neighbour New South Wales on just over 3.6 million.”

Which is your favourite domestic airline?



    To make a comment, please register or login
    28th Apr 2018
    Not so leon. Qantas matches it with the best and we have booked with Qantas several years running now. Sometimes we get Emirates flights (Qantas partner) and sometimes we get Qantas. Both are first class carriers and your statement about service is correct.
    We used to fly Virgin but sadly Virgin preferred to fly half empty rather than offer its regulars a decent price. Now Virgin is in financial doo doo, a problem of its own creation. Add to that the rock hard seats in their Boeing 777 and who'd ever want to fly with this crowd again. We won't.
    It is always good to support and Australian business. Qantas has now made that possible by recognising travellers are not going to pay through the nose to use a brand name. Good business sense and not as they the $20 million Alan Joyce was paid last year did not come out of profits, so Qantas is doing pretty well.
    Good article. Spot on.
    Old Geezer
    28th Apr 2018
    I'll fly Jetstar over Qantas any day. Much more relaxed and much more room. Flew Jetstar to Melbourne and was expecting something better on the Qantas flight to Perth. Worst flight I have ever been on.

    28th Apr 2018
    labor mick, another of your ridiculous statements, of course if a.joyce was paid $ 20 million it would increase the total expenditure by that amount, any idiot would know that the profit be up if this had not happened, joyce being paid 2 million.
    28th Apr 2018
    Qantas has been badly run down by A.Joyce, and the only reason people travel on it is because of lack of competition. Besides staff who avoid customer service & hide from passengers, turn down the lights to make passengers go to sleep, their facilities don't work for many passengers - such as seat-reclining, video programs not working, i.e. a variety of maintenance issues. We have noticed these problems in every flight in the last few years. Clearly Virgin''s quality has also gone down, thus it is a battle between two below-average airlines!

    A.Joyce should have been sacked long ago - he destroyed the quality years ago by destroying the jobs of thousands of Australians, outsourced their jobs (including most of IT - with their booking / check-in systems failing sometimes), and even shut down the airline for a day. He has boosted profits by running down maintenance and holding back fuel levies which were not passed on to customers once these were not justifiable. Recently, he was completely out of line trying to bully Rugby to get them to attack Israel Folau who merely expressed his normal Christian beliefs. Wonder why he is a protected species?

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