Qantas disruptions caused by strike action and the airline's controversial grounding took their toll on customer satisfaction levels towards the end of 2011, new research has revealed.
The Roy Morgan Airline Customer Satisfaction Report for the three months to November 2011 saw the carrier's customer satisfaction levels fall to 84% from a high point of 87% in June 2011.
"Qantas domestic customer satisfaction fell in October and has remained lower in November after grounding all its planes for days and causing major disruptions for 100,000 Australian air travellers," Roy Morgan Research international director of tourism, travel and leisure, Jane Ianniello, said.
Although still in the lead, the airline's pole position is at risk from rival Virgin Australia which climbed from 80% in June 2011 to 82% over the three month period.
"The satisfaction rating for Virgin Australia with its quick response in putting on more flights during the Qantas industrial dispute has increased strongly in the past two months,' Ianniello said. She predicted that the gap would close further over the coming months.
Both Jetstar and Tiger Airways recorded an improvement in levels of customer satisfaction.
Meanwhile, Roy Morgan's Hotel Customer Satisfaction Survey revealed that customer satisfaction for the majority of premium hotels increased over the 12 months to November 2011, as mid-range and budget hotels had remained steady or even down.
Of the 27 accommodation providers measured for the survey, Crowne Plaza and Sheraton shared the lead with 91% of customers satisfied, well above the average of 80%. Sheraton climbed the ranks significantly from seventh place last year when it achieved 84%.
Third position was shared by Westin, Hilton and Mantra, all with 89% satisfaction.
