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Roy Morgan Research Single Source data

Qantas customer satisfaction lags behind international rivals

Qantas ranks seventh in terms of customer satisfaction with international flights, well behind Air New Zealand, Singapore Airlines and Emirates, according to the latest Roy Morgan Research Single Source data.

The March 2010 Roy Morgan International Airline Satisfaction Survey reveals Air New Zealand tops the list for satisfaction among Australian air travellers with 89.9% of Australians who took a flight with Air New Zealand in the last 12 months being ‘very’ or ‘fairly’ satisfied, compared with 88.4% for Singapore Airlines and 87.9% for Emirates. By contrast, only 80.1% of Qantas customers on international flights were satisfied.

Jane Ianniello, Roy Morgan Research International Director of Tourism, Travel & Leisure, says: “Australians flying Qantas on international routes give relatively low satisfaction ratings compared to those flying on other rival airlines. People who fly internationally on a regular* basis give a particularly low rating for Qantas. It will be interesting to see if the recent volcanic eruption in Iceland and consequent disruption to international air travel will affect the satisfaction levels of Qantas and other international carriers.”