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Click here to purchase the detailed Roy Morgan Airline Satisfaction Report and Air Travellers Profiles

Regional Express (REX) has rated highest in terms of domestic airline customer satisfaction, followed closely by Qantas, according to the latest Roy Morgan Research Airline Satisfaction data.

For the twelve months to June 2010, 83% of Australians who took a flight with REX were ‘very’ or ‘fairly’ satisfied, followed by Qantas (82%), Qantaslink (80%) and Virgin Blue (80%). Jetstar, Skywest and Tiger Airways fell below the industry average of 76%, with only just over half of Tiger customers satisfied (51%).

Satisfaction with Domestic Airlines used in last 12 months

Source: Roy Morgan Single Source, July 2009 - June 2010. Total using domestic airline in last 12 months n= 6,858.
N.B. ‘Total Industry’ average also includes other domestic airlines not shown.

Jane Ianniello, Roy Morgan Research International Director of Tourism, Travel & Leisure, says:

“Under its current CEO Alan Joyce, Qantas has a strong focus on customer service, but it remains to be seen whether it can overtake REX as the No.1 domestic airline in terms of customer satisfaction.  It is interesting to note that lower levels of customer satisfaction do not always deter people from flying with an airline.  For instance, both Jetstar and Tiger Airways lag behind in terms of customer satisfaction but are growing their share of the domestic market. Both these airlines have different customer profiles than the leaders in customer satisfaction.”

Roy Morgan Research has recently released a quarterly report on both domestic and international airline satisfaction on our online store. The store also contains profiles of patrons of domestic and international airlines by business and holiday/leisure, these profiles provide a broad understanding of the target audience in terms of demographics, attitudes, activities and media usage.

To view our online store Airline Satisfaction report and Air Travellers profiles please click here.

To view other tourism reports and profiles available visit Roy Morgan Online Store:
http://www.roymorganonlinestore.com/Browse/Australia/Tourism.aspx

For further details contact:

Jane Ianniello — Roy Morgan International Director of Tourism, Travel & Leisure

Office: 07 3318 7000    Facsimile: 07 3318 7097    Mobile: 0423 024 412

Email: Jane.Ianniello@roymorgan.com

About Roy Morgan Research:

Roy Morgan Research is the largest independent Australian research company, with offices in each state of Australia, as well as in New Zealand, the United States and the United Kingdom.

A full service research organisation specialising in omnibus and syndicated data, Roy Morgan Research has almost 70 years’ experience in collecting objective, independent information on consumers.

In Australia, Roy Morgan Research is considered to be the authoritative source of information on financial behaviour, readership, voting intentions and consumer confidence.

Roy Morgan Research is a specialist in recontact customised surveys which provide invaluable and effective qualitative and quantitative information regarding customers and target markets.

Margin of Error

The margin of error to be allowed for in any estimate depends mainly on the number of interviews on which it is based. Margin of error gives indications of the likely range within which estimates would be 95% likely to fall, expressed as the number of percentage points above or below the actual estimate. Allowance for design effects (such as stratification and weighting) should be made as appropriate.

Sample Size	Percentage Estimate
	40%-60%	25% or 75%	10% or 90%	5% or 95%
2,500	±1.9	±1.7	±1.2	±0.9
5,000	±1.4	±1.2	±0.8	±0.6
10,000	±1.0	±0.9	±0.6	±0.4

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