Canstar Blue commissioned professional market researchers, Colmar Brunton, to survey airline customers. Customers were asked to rank each airline for price, service, flight punctuality, and flight availability.

Virgin achieved the top ranking in all supporting categories but one.

Canstar Blue Manager, Rebecca Logan, said the survey results showed how keen competition is for the role of Australia’s favourite airline.

“Price is still a major selling point for Australians. However, the survey shows that problems like flight delays, poor service or skimpy catering can ruin a customer’s experience.

“For many customers, all these qualities are important. It’s only with ultra-cheap flights that some are willing to sacrifice quality for price.”

Price
Discount airline, Tiger Airways, scored the highest ranking for price satisfaction, edging out Virgin and Jetstar, who came in as equal second. Qantas followed with the lowest price satisfaction ranking.

Service
Qantas and Jetstar were equal second behind Virgin Blue in customer satisfaction rankings for service.

Many customers surveyed valued friendly, polite, efficient service. Satisfaction killers included flight delays and being served poor quality, small portions of food.

Flight availability and punctuality
Virgin Blue led Qantas and Jetstar in customer satisfaction rankings for flight availability and flight punctuality. Tiger ranked fourth in all three supporting categories, with some customers saying they 'got what they expected' of a cheap flight.