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Flying high: Qantas and Air New Zealand soar at 2017 Roy Morgan Customer Satisfaction Awards for Travel

It was a smooth flight to triumph at last night’s annual Roy Morgan Customer Satisfaction Awards for the winners of the Tourism and Travel categories, Qantas and Air New Zealand.
It was a smooth flight to triumph at this week's annual Roy Morgan Customer Satisfaction Awards for the winners of the Tourism and Travel categories, Qantas and Air New Zealand.

2017 was a big year for Qantas: not only did it post their second highest financial performance in their 97-year history last financial year, but it also triumphed as Domestic Airline and Domestic Business Travel Airline of the Year in the annual Roy Morgan Customer Satisfaction Awards.

As if that wasn’t impressive enough, this is the fourth consecutive year the Flying Kangaroo has notched up this double-victory, including winning all 12 months for Domestic Business Travel Airline.

Air New Zealand, on the other hand, are celebrating their first-ever International Airline of the Year Award. With a newly built luxury lounge at the Melbourne International Airport, Air New Zealand General Manager Customer Experience Anita Hawthorne says: 

“The airline is committed to improving the customer experience and is proud to be able to offer customers flying out of Melbourne a new lounge space with 50 percent more seating than the previous lounge.”

"The airline has been investing heavily in the Australian market and promoting its services through its 'Better Way to Fly' campaign starring Dave the goose which encourages Australians to travel Air New Zealand to North and South America.”



Roy Morgan CEO Michele Levine presents the award for International Airline of the Year on the rooftop at Tonic House to Air New Zealand State Manager, VIC/SA Damien Van Eyk.



Roy Morgan CEO Michele Levine presents the awards for Domestic Airline of the Year & Domestic Business Airline of the Year on the rooftop at Tonic House to Qantas Melbourne Head of Customer Experience Mary-Lou Cann and Service Performance Manager Ema Tonkin.

Domestic Airline of the Year
Qantas (Domestic) 
Domestic Business Airline of the Year
Qantas (Domestic)
International Airline of the Year
Air New Zealand

Michele Levine, CEO, Roy Morgan, says:

“For many Australians, their holiday starts once they get to the airport, needing a quick break in the lounge before their plane takes off to their destination. Air New Zealand and Qantas understand this, satisfying their customers both on and off the ground with their service driven flights and their well-equipped lounges, along with the in-flight experience being an important prequel to their getaway.

“Australia’s longest-running airline is also highly attuned to the needs of business travellers, winning the Domestic Business Travel Airline of the Year with ease. Winning a monthly award for customer satisfaction is no easy feat, and to pull it off every month of the year in 2017 is truly remarkable

“Air New Zealand, meanwhile, pulled off the seeming impossible, toppling long-time title-holder Singapore Airlines and last year’s winner Emirates to secure its first victory as International Airline of the Year. While the previous winners gave them a run for their money, as well as other top 5 airlines Cathay Pacific and Etihad Airways, Air New Zealand ultimately made a slightly better impression on its Australian passengers, with its satisfaction scores regularly nudging 90% and 11 of 12 monthly wins. Could this signal the start of a new era in International Airline Customer Satisfaction?

”Congratulations to both airlines for flying so high in the Customer Satisfaction stakes!”

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About Roy Morgan

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

40%-60%

25% or 75%

10% or 90%

5% or 95%

1,000

±3.0

±2.7

±1.9

±1.3

5,000

±1.4

±1.2

±0.8

±0.6

7,500

±1.1

±1.0

±0.7

±0.5

10,000

±1.0

±0.9

±0.6

±0.4

20,000

±0.7

±0.6

±0.4

±0.3

50,000

±0.4

±0.4

±0.3

±0.2