Qantas holds satisfaction lead in Australia

Peter Terlato 30 September 2017

Qantas aircraft large

The Flying Kangaroo keeps customers happy.

Among Australia's domestic carriers, Qantas Airways retains its four month, back-to-back lead over rival airline Virgin Australia in the latest customer satisfaction survey findings.

New data from Roy Morgan Research reveals Qantas's satisfaction rating in August 2017 was 83.2%.

Virgin Australia returned a 77.6% satisfaction rating, while Qantas's subsidiary Qantaslink hit 72.7%

While the nation's two major airlines continue to battle it out for aviation supremacy, regional carrier REX (Regional Express) enjoyed a satisfaction rating of 72.6% in August, a solid 5.5% year-on-year gain.

However, it wasn't all positive. Qantas-owned subsidiary Jetstar achieved a satisfaction rating of just 63.1%.

Qantas also pulled ahead of competitor Virgin among domestic business travellers, receiving a satisfaction rating of 84.8%, compared to Virgin Australia's 75.6% and Jetstar's 55.1%.

"Although Qantas continues to perform strongly, the low customer satisfaction of wholly owned subsidiary Jetstar will continue to be a concern but the positive news for Jetstar is a marginal improvement for the budget airline in both categories over the past year," Roy Morgan Research chief executive Michele Levine said.

Qantas is determined to spark the wanderlust of frequent flyers everywhere with the introduction of the new “Where Can I Go?” interactive map. From this week, Qantas Frequent Flyers can use the map to search and explore the travel destinations that they can reach using Classic Flight Rewards, Points Plus Pay or cash.

Earlier this year, Skytrax announced its World Airline Awards winners, and while Qatar Airways proved why it's the world's best, in a surprising turn of events, Virgin knocked Qantas off its pedestal as the best Aussie airline.

In related news, budget Aussie airline Tigerair is clawing away from stereotypical low-cost amenities, installing new in-flight entertainment across its entire fleet as well as upgraded leather, slimline seats on its B737 aircraft.

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