31 May, 2016

Which airline has the most loyal business customers?

Aussies typically stick with their preferred airline when it comes to domestic air travel for business purposes, with a a new survey seeing Qantas, Virgin Australia and Jetstar go head-to-head on customer satisfaction.

Canstar Blue surveyed more than 500 business passengers, with each airline rated on flight scheduling and punctuality, as well as customer service and the value for money they offer. Their respective club lounge services and loyalty programs were also put under the microscope.

While Jetstar was deemed to offer five-star value for money, and Virgin Australia was praised for its customer service and flight punctuality, only Qantas achieved top marks in the most important category of all, overall customer satisfaction.

Qantas also scored five stars for its flight scheduling, club lounge services and loyalty program.

Qantas replaces Virgin Australia in top spot from last year.

The survey found that Qantas members are the most loyal to their airline, but those now with Virgin Australia are the most likely to have switched rewards programs.

Two-thirds (67 percent) of Qantas members said they would switch to a rival rewards program if they thought that it offered better value for money. That compares to three-quarters (75 percent) of Virgin Australia members and 84 percent of those with Jetstar.

Meanwhile more than half (54 percent) of Virgin Australia members said they have switched to that carrier having previously been with another frequent flyer program. That compares to just 39 percent of Qantas members and 49 percent of those with Jetstar.

Whichever airline you fly with, delays are incredibly frustrating – particularly if you’re desperate to get home and see your family after a long and stressful business trip. Survey respondents were asked to name their most significant flying frustration, and delays were top of the pile for customers of Qantas, Virgin and Jetstar:

Flight delays: 20%
Sitting next to unpleasant passengers (i.e. smelly, noisy, overweight): 16%
Lack of personal space (i.e. too little leg room): 16%
People fidgeting / kicking your seat: 14%
Crying babies or misbehaving children: 11%
Turbulence: 7%
Waiting to get off the flight after landing: 6%
Poor customer service (ground or cabin crew): 4%
Lack of in-flight entertainment: 2%

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Jetstar Qantas Virgin Australia