Qantas tops consumer and business customer satisfaction in 2018

Qantas Airways has once again topped Roy Morgan’s consumer and business satisfaction for beginning of 2018. Qantas was rated Australia’s most satisfying domestic airline with a customer satisfaction rating of 86.4%, just ahead of stablemate Qantaslink on 86.1% and clearly ahead of key rival Virgin Australia on 83.2%.

All three are well ahead of smaller carrier Regional Express (Rex) with a customer satisfaction in February of 77.1% and budget airlines Jetstar on 64.1% and Tigerair on 61.4%.

In the important business traveller sector, Qantas also leads the way with a customer satisfaction rating of 85.2%, ahead of Virgin Australia on 81.5% and well ahead of Jetstar on 65.5%.

In 2017, Qantas won the Annual Roy Morgan Customer Satisfaction Awards for both the Domestic Airline and Domestic Business Airline of the year for the fourth consecutive year.

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

Source: Roy Morgan Single Source Australia, Sep-2017 – Feb-2018

Roy Morgan CEO Michele Levine, says Qantas is proving hard to catch taking top spot for domestic airline customer satisfaction for the tenth month in a row:

“Qantas has begun 2018 as it ended 2017 as Australia’s top domestic airline for customer satisfaction for the tenth month in a row in February with a customer satisfaction rating of 86.4% just ahead of regional stablemate Qantaslink on 86.1%.

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 & Tigerair.

Qantas has also maintained its stranglehold as the leading airline for domestic business travellers in Australia with a domestic business airline customer satisfaction rating of 85.2% clear of Virgin Australia on 81.5% 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 2 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.”