Air New Zealand’s “exceptional” customer satisfaction rating of 88.8% saw the airline finish first in Roy Morgan’s International Airline Customer Satisfaction Top 5, edging out international rivals Singapore Airlines on 88.3% and Dubai based Emirates on 87.3%. Making up the top five are Etihad and Cathay Pacific.
When it comes to international air travel, Australians can’t get no satisfaction like the satisfaction they receive from Air New Zealand.
Air New Zealand’s “exceptional” customer satisfaction rating of 88.8% saw the airline finish first in Roy Morgan’s International Airline Customer Satisfaction Top 5, edging out international rivals Singapore Airlines on 88.3% and Dubai based Emirates on 87.3%. Making up the top five are Etihad and Cathay Pacific.
Air New Zealand regional general manager Australia Kathryn Robertson says the airline is fast becoming a fan favourite in Australia.
“We’ve made significant investments in the customer space – including our modern fleet of Boeing 777 and 787-9 Dreamliner aircraft, our new lounges in a number of Australian and New Zealand ports, and technology to further streamline the airport experience.”
According to Roy Morgan Research, the biggest improvers over the past year include Singapore Airlines, up 2.8% to 88.3%, Etihad Airways, up 2.3% to 85.4%, Cathay Pacific, up 1.9% to 84.0%, and just outside the top five Thai Airways has increased 5.2% to 81.6% and British Airways is up 2.8% to 80.3%.
Norman Morris, industry communications director, Roy Morgan Research, says, “Air New Zealand was the inaugural winner in the category back in the 2011 Roy Morgan Annual Customer Satisfaction Awards but has since conceded the annual award to rivals Singapore Airlines – now second on 88.3% and Emirates – now third on 87.3%.
“The three airlines have dominated the award since its inception with Singapore Airlines four year winning streak (2012-2015) only halted by Emirates victory in 2016.”