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Qantas still flying highest for domestic customer satisfaction

Source: Roy Morgan Single Source (Australia), June 2014 – August 2014 (n=1,650). Thumbnail image: Qantas

The results of the Roy Morgan Customer Satisfaction Awards for August are out, and leading the Domestic Airline category for the fifth consecutive month is Qantas. Hot on its tail wings is Virgin Australia, followed by Qantaslink.

In the year to August 2014, more than 3.96 million Australians flew Qantas at least once, and a fraction over 82% of them reported that they were satisfied with the airline. Virgin Australia scored a satisfaction rating of just under 82%, from almost 2.8 million passengers.

Domestic airline satisfaction: neck and neck


Source: Roy Morgan Single Source (Australia), June 2014 – August 2014 (n=1,650).

Regional airline Qantaslink also performed well, scoring 79%, well ahead of Jetstar (67%) and Tiger Airways (50%).

Angela Smith, Group Account Director, Roy Morgan Research, says:

“In the year to August 2014, more than 7.6 million Aussies (or 40% of the population) took at least one domestic flight. That is a huge number of customers for the airlines to keep satisfied, and for Qantas and Virgin to achieve satisfaction rates over 80% is an impressive feat.

“After five months in the lead, it will be interesting to see if Qantas can maintain its top spot in coming months: while its 82% satisfaction rating is certainly noteworthy, it represents a slight decline from its July score (85%). On the other hand, Virgin Australia has gained ground since last month’s result, when its satisfaction rating was 80%.

“Budget airlines Jetstar and particularly Tiger Airways may have cheap flights on their side, but their relatively low satisfaction scores suggest that passengers need something more than just a bargain price to feel satisfied with an airline…”

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Roy Morgan is the largest independent Australian research company, with offices throughout Australia, as well as in Indonesia, the United States and the United Kingdom. A full service research organisation specialising in omnibus and syndicated data, Roy Morgan has over 70 years’ experience in collecting objective, independent information on consumers.

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


25% or 75%

10% or 90%

5% or 95%