2013 – Domestic Airlines Ratings
You are viewing the archived 2013 ratings for Domestic Airlines.
Canstar Blue research finalised in December 2012, published in February 2013.
Virgin Australia takes flight with customer satisfaction award
A significant number of respondents to our recent survey (83%) preferred to keep their options open when travelling within Australia, stating they were not loyal to a single airline. Perhaps an award-winning airline would help the decision for those still in the market for a domestic fare?
First choice may well be the winner of this year’s Most Satisfied Customers Award – Domestic Airlines 2013. Newly rebranded Virgin Australia achieved top honours and five stars in all rated criteria: overall satisfaction, value for money, customer service, flight punctuality, flight schedule / availability and its frequent flyer program.
Other Australian airlines rated were Qantas, Jetstar and Tiger.
Looking to our other results, we found more than three in five respondents thought frequent flyer programs offered little value to them personally; despite the fact some programs offer redemption of points for travel insurance policies, flights, accommodation offer and more.
In total, 71% of our respondents, who had taken a domestic flight in the last year, were members of a frequent flyer program. Western Australian travellers were most likely to be members of a program, while Victorians were the least (83% and 65% respectively).
Those respondents that were part of a frequent flyer program redeemed points for flights (51%), upgrades (27%) and tangible goods (41%). More than a third said they chose where to buy goods and services to earn the most reward points they could.
Overall customer satisfaction
Virgin Australia stood out with a five star rating for overall customer satisfaction. Following close behind was Qantas with a four star rating, then Jetstar and Tiger with three.
Value for money
Again, it was Virgin Australia at the top of the list, this time for value for money. Qantas walked away with a four star rating, Jetstar received three, and Tiger achieved two.
Service (i.e. pre-departure, in-flight, after-flight)
From check-in to touch-down, your flying experience can be improved by great service. Virgin Australia customers were most satisfied with their airline’s service, earning the brand five stars. Next was Qantas with four stars then Jetstar and Tiger with three.
There’s a real comfort in knowing your airline will ensure you arrive at your destination as scheduled. Virgin Australia led in this area, receiving five stars for the punctuality of its flights. Qantas received four stars, Jetstar received three and Tiger received two.
Whether it’s a meticulously planned voyage for your end of year holidays, or a last minute flight, it’s great to have the option to fly whenever you choose. Virgin Australia flew ahead once more – this time for the availability and scheduling of its flights. Qantas was next with four stars, and Jetstar and Tiger each received three.
Frequent flyer program
Respondents were most satisfied with the frequent flyer program offered by Virgin Australia. This brand received a final five star rating, and was followed by Qantas with four stars, and Jetstar and Tiger with three.
Frequently Asked Questions
Canstar Blue commissions Colmar Brunton to regularly survey 2,500 Australian consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from customers who have taken a domestic flight (i.e. flown within Australia) in the last 12 months – in this case, 1,589 people.
Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. The ratings table is first sorted by star ratings and then alphabetically. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.