Airlines satisfying flyers
FULL service airlines operating out of Singapore’s Changi Airport have seen their consumer satisfaction rating rise over the last 12 months, a report reveals.
Data from the Singapore Management University Institute of Service Excellence found passengers rated Singapore Airlines as the top carrier, recording a satisfaction rating of 78.8 (up 0.7 on the 2018 score), ahead of Garuda Indonesia (77.3 - up from 76.4), with the industry average rating for full service airlines at 75.3 (up from 74.5).
Qantas was ranked fifth by passengers who took part in the Institute of Service Excellence’s survey, climbing almost a full point to 74.8, behind Emirates (76.4) and Cathay Pacific (75.3).
While the full service carriers recorded improved customer satisfaction scores across the board, Scoot’s three-point fall saw the budget airline’s overall performance fall from 73.1 in 2018 to 72.4.
However, Qantas offshoot, Jetstar Asia, saw an improvement in its passenger satisfaction score, hitting 73.1 (up from 72.4 in 2018), 0.1 points behind AirAsia, which jumped a full point to claim the top spot in the category.
Jetstar Asia CEO Bara Pasupathi said the results were a strong indicator that the airline’s customer-focus and investment in innovation was paying-off.
“As a pioneer in Changi Airport for self-service check-in and bag drop since 2015, the customer satisfaction index for the airline has improved year-on-year illustrating that our investments in innovation, upskilling team capabilities and customer engagement has reduced queues... and customers are delighted,” he said.