QANTAS, VIRGIN GO HEAD TO HEAD ON CUSTOMER SATISFACTION

14 Jan 16 - 12:23PM  | Airline News

There are so far no obvious leaders in the customer satisfaction stakes among Australia’s domestic carriers for 2015, according to Roy Morgan Research.

The insights firm revealed the domestic airline of the month for November 2015 as Qantas and Domestic business airline of the month as Virgin Australia.

But with the Annual Roy Morgan Customer Satisfaction Awards creeping up, the categories of domestic airline and domestic business airline are “not so clear cut” for 2015, according to Roy Morgan chief executive Michele Levine. She pointed out the lower average customer satisfaction scored seen over the course of the year.

“After winning the Domestic Airline category in the 2013 and 2014 Awards, QANTAS will be hoping to make it a hat-trick for 2015, while Virgin Australia will be hoping the same thing for the Annual Domestic Business Airline award,” she said. “However, with both airlines performing at similar levels during 2015 so far, December’s Customer Satisfaction results will be critical to the final annual result for these categories.”

“Air travel can evoke some strong reactions from passengers: one delayed flight, or a faulty in-flight entertainment system, and their previously positive image of an airline can be compromised,” Levine said. “Customer satisfaction is a complex formula to perfect.”

Meanwhile, Singapore Airlines looks set to win the International Airline category for the fourth year in a row having led the category every month measured so far in 2015, also coming top for November.

“Achieving customer satisfaction ratings of 90% or above for most of the year, and impressing male and female passengers equally, Singapore’s relentless excellence sets the bar extremely high for other international airlines,” Levine said.

 Click here to see original article 14 Jan 2016

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