Singapore Airlines leads in customer satisfaction

- A Monitor Report01 Feb, 2020 | 876 Views|-+
Singapore : The latest Roy Morgan customer satisfaction data revealed Singapore Airlines as the winner of the International Airline of the Month Award for November 2019, with a customer satisfaction rating of 87 per cent.

It was followed by Emirates (85 per cent), Qatar Airways (85 per cent), Air New Zealand (84 per cent), Qantas (80 per cent), Cathay Pacific (79 per cent), Etihad Airways (78 per cent), Virgin Australia (77 per cent), Thai Airways (74 per cent) and Air Canada (71 per cent).

The new ratings are drawn from the Roy Morgan Single Source survey, derived from in-depth face-to-face interviews with over 1,000 Australians each week in their homes.

Michele Levine, CEO, Roy Morgan said the top three performers in the latest ratings have been the clear customer satisfaction standouts throughout the year.

Two of the airlines on the list also feature in other recent Roy Morgan consumer research.

"Roy Morgan recently conducted an in-depth study into brands with the highest proportion of high-spending, premium consumers," said Levine.

"Two airlines featured in the top 10: Qantas at number four and Emirates at number nine. These premium consumers know what they want and reward brands that deliver. In terms of customer satisfaction, both airlines, but particularly Emirates, have been consistent top performers for many years, with Emirates winning the International Airline of the Year Award in 2016," she added.

Increases services to Kolkata

Singapore Airlines will introduce a fifth weekly flight to Kolkata from March 29. Sales for SIA's additional Kolkata flights commenced from January 14.

On the same day SIA will launch the fifth service, the airline's regional wing SilkAir will cease services to the city.

Currently, SIA operates four weekly flights and SilkAir operates three weekly flights to Kolkata.

SIA's Kolkata services will continue to be operated by the Airbus A350-900 medium haul aircraft, which is equipped with the airline's latest regional cabin products for Business Class and Economy Class.

"SIA's A350-900 medium haul aircraft has been warmly received by customers since its introduction on the Singapore-Kolkata route in June 2019. We are pleased to increase our services to Kolkata with this new generation aircraft by adding a weekly frequency from March 2020," said Tan Kai Ping, Senior Vice President - Marketing and Planning, SIA.

In addition to Kolkata, SIA operates to five other points in India - Ahmedabad, Bangalore, Chen-nai, Mumbai and New Delhi.

Scoot, SIA's low-cost subsidiary, operates to seven points in India: Amritsar, Chennai, Coimbatore, Hyderabad, Trivadrum, Tiruchirappalli and Visakhapatnam.

After this change, SilkAir will continue to operate to four points in India - Bangalore, Chennai, Hyderabad and Kochi.

From March 29, the SIA Group airlines will operate more than 140 weekly flights to India.

Customers with existing bookings on SilkAir's Kolkata flights on and after March 29 will be re-accommodated on SIA's flights.

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