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Oz consumers favourite airline


Oz consumers favourite airline


Air New Zealand and Singapore Airlines have topped customer satisfaction ratings in Australia, according to research company, Roy Morgan.

The ‘Roy Morgan Airline Satisfaction’ report is based on feedback from Australians aged 14 and over who have used airlines for international travel in the last 12 months (from August 2009 to July 2010).

Both Air New Zealand and Singapore Airlines shared the lead with 90% of the their respective consumers “very or fairly satisfied” with the service offered by each airline. Emirates followed closely with an 87% satisfaction rating, with V Australia just behind at 85%. Other airlines who rose beyond the industry standard of 75% satisfaction were Thai Airways (85%), Malaysia Airlines (85%), Ethiad Airways (81%) and Qantas (81%).

According to Jane Ianniello, international director of tourism, travel and leisure at Roy Morgan, “Air New Zealand and Singapore Airlines are vying for the lead in customer satisfaction, with Emirates in third position. It is interesting that V Australia has been able to improve its customer satisfaction ratings since May and is now fourth, receiving much higher ratings than Qantas which has remained in eighth position since May.”

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