Corporate dip in Qantas satisfaction

By admin

Qantas’ sliding satisfaction levels in the aftermath of its October grounding have spread to its business customers, new research has revealed.
The Roy Morgan Airline Customer Satisfaction Report for December 2011 shows that while satisfaction remained high at 82%, it had slipped by two percentage points from a high of 84% in October 2011.
“Qantas domestic business customer satisfaction has fallen in November and December 2011 after grounding all its planes for days in late October and causing major disruptions for 100,000 Australian air travellers,” Roy Morgan’s international director of tourism, travel and leisure Jane Ianniello said.
Jetstar’s business customer satisfaction also fell in the latest report.
Meanwhile, Virgin Australia’s business customers were increasingly pleased with the airline’s service, climbing from 75% in October to 78% in December, thanks largely to the airline’s quick response in putting on more flights during the Qantas industrial dispute.
While a dip of just two percentage points may not normally be of major concern for Qantas, the findings come just a week after the launch of Virgin Australia’s business class across its domestic network, with the airline aiming to double its share of the corporate market by the end of 2012.

“With the recent launch of its new business class, Virgin Australia looks set to close the gap on Qantas,” Ianniello predicted. 

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