Australian business travellers prefer Qantas, but the margin may surprise you

Qantas Airlines has continued its strong start to 2018 by again being rated Australia’s most satisfying domestic airline with a customer satisfaction rating of 84% just ahead of key rival Virgin Australia on 83%, regional airline REX on 77%, and Qantaslink on 76%.

The most interesting results to emerge from the new Roy Morgan research relates to domestic business traveller’s customer satisfaction. While Qantas also won this category, the margin was so narrow it equated to less than one percentage point. Qantas had a rating of 79.4% while main rival Virgin Australia sat on 78.8%. Understandably both were well ahead of Low Cost Carrier, Jetstar on 58%.

In Apr-2018, the last time Roy Morgan conducted this research, Qantas was just under four percentage points in front of Virgin Australia based on domestic business traveller customer satisfaction. With the gap closing on this important sector, the question remains: Is Virgin Australia improving or Qantas slipping?

Roy Morgan Domestic Airline & Domestic Business Airline Customer Satisfaction July 2018

Source: Roy Morgan Research

The two victories for Qantas build on victories earlier in 2018 for the airline and put Qantas in with a good chance of taking out both Annual Roy Morgan Customer Satisfaction Awards for 2018. Qantas won the Annual Roy Morgan Customer Satisfaction Awards for both the Domestic Airline and Domestic Business Airline of the year for the fourth straight year in 2017.

Roy Morgan CEO Michele Levine, said:

“Qantas is standing tall in 2018 as Australia’s leading domestic airline for customer satisfaction winning the July awards for both domestic airline customer satisfaction and domestic business airline customer satisfaction.

“The victories for Qantas in the monthly customer satisfaction award come as Australia welcomes a new Prime Minister who knows a thing or two about tourism. New Liberal Leader, and Prime Minister, Scott Morrison was responsible for the ‘Where the bloody hell are you’ tourism campaign when Managing Director of Tourism Australia back in 2006.

“Australians are evenly split in their support between Morrison and Opposition Leader Bill Shorten according to a recent Morgan Poll, but Australia’s airlines will be hoping Morrison is able to bring some of his expertise managing Tourism Australia to increase tourism to and from Australia as Prime Minister.”