Virgin Australia is winning the people’s vote, with new research showing more Australians are happy to fly with Virgin over other domestic carriers.
Virgin Australia rated 84.7% in the latest Roy Morgan airline satisfaction report, stepping ahead of Qantas, which achieved an 80.2% rating. Meanwhile, Jetstar and Tiger Airways trailed behind the industry average of 76.3%, rating 65.7% and 64.6% respectively.
The figures show that Virgin Australia has re-claimed its dominant position from earlier this year. Qantas, however, has not gained lost ground from last year’s industrial dispute.
Roy Morgan Research international director of tourism, travel and leisure, Jane Ianniello, said the industrial dispute was at the heart of the result, but explained that factors were also at play.
“In addition to capitalizing on the Qantas industrial dispute in October 2011, Virgin Australia also launched its new brand in mid-2011 and its new business class in 2012. But satisfaction for Qantas domestic has not recovered,” she said.
“The challenge for Qantas is to understand their loyal customers and the factors that impact on their satisfaction, particularly the lucrative business traveller market,” she concluded.
The Roy Morgan airline satisfaction report included domestic flights only from July to September 2012.
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