Qantas arrives bottom of the pile
Managers at Qantas have had their backs against the wall after a recent survey found the airline at the bottom of the pile in terms of customer satisfaction.
After being voted the worst international airline and second-worst national airline in a survey conducted among 4,000 subscribers to consumer magazine Choice, Qantas chiefs went on the defensive.
“I absolutely, categorically deny that [result],” executive general manager John Borghetti said.
He added: “Our cabin crew are the best in the world, there is no doubt about that, they’re doing an exceptionally good job and especially in the last couple of years our service levels have gone even higher, so I absolutely refute that.”
Choice asked its readers to rate airlines on their value for money, booking processes, check-in procedure, in-flight service, seat comfort, leg room, cleanliness and overall convenience.
Qantas scored 63 out of a possible 100 points, 15 points behind top carrier Singapore Airlines.
The results come in the same month the University of Michigan’s American Customer Satisfaction Index was released, showing US airlines had uniformedly dropped in standards, according to passengers.