2017 was a big year for Qantas: not only did it post their second highest financial performance in their 97-year history last financial year, but it also triumphed as Domestic Airline and Domestic Business Travel Airline of the Year in the annual Roy Morgan Customer Satisfaction Awards.

As if that wasn’t impressive enough, this is the fourth consecutive year the Flying Kangaroo has notched up this double-victory, including winning all 12 months for Domestic Business Travel Airline.


Air New Zealand, on the other hand, are celebrating their first-ever International Airline of the Year Award. With a newly built luxury lounge at the Melbourne International Airport, Air New Zealand General Manager Customer Experience Anita Hawthorne says:

“The airline is committed to improving the customer experience and is proud to be able to offer customers flying out of Melbourne a new lounge space with 50 percent more seating than the previous lounge.”

“The airline has been investing heavily in the Australian market and promoting its services through its ‘Better Way to Fly’ campaign starring Dave the goose which encourages Australians to travel Air New Zealand to North and South America.”

Michele Levine, CEO, Roy Morgan, said:

“For many Australians, their holiday starts once they get to the airport, needing a quick break in the lounge before their plane takes off to their destination. Air New Zealand and Qantas understand this, satisfying their customers both on and off the ground with their service driven flights and their well-equipped lounges, along with the in-flight experience being an important prequel to their getaway.

“Australia’s longest-running airline is also highly attuned to the needs of business travellers, winning the Domestic Business Travel Airline of the Year with ease. Winning a monthly award for customer satisfaction is no easy feat, and to pull it off every month of the year in 2017 is truly remarkable

“Air New Zealand, meanwhile, pulled off the seeming impossible, toppling long-time title-holder Singapore Airlines and last year’s winner Emirates to secure its first victory as International Airline of the Year. While the previous winners gave them a run for their money, as well as other top 5 airlines Cathay Pacific and Etihad Airways, Air New Zealand ultimately made a slightly better impression on its Australian passengers, with its satisfaction scores regularly nudging 90% and 11 of 12 monthly wins. Could this signal the start of a new era in International Airline Customer Satisfaction?

”Congratulations to both airlines for flying so high in the Customer Satisfaction stakes!”

Source: Roy Morgan