Airlines of Choice: Singapore and V Australia

SYDNEY – The consumer product review magazine, Choice, has named Singapore Airlines as the best airline to fly on in 11 out of the 12 most popular international destinations for Australians.

British Airways scored the lowest satisfaction levels for flights to the UK.

The survey asked 9000 Choice members to rate their satisfaction for their most recent international flights in a number of areas including cost, in-flight service, seat comfort, leg room, punctuality, food quality and the check-in process

On the Kangaroo Route between London and Australia Singapore Airlines topped the table with a rating of 81 percent.

Japan Airlines was next with 79 percent and then Emirates on 70 percent.

Thai and Etihad shared fourth spot with 68 percent overall satisfaction, followed by Virgin Atlantic and Malaysian on 67 percent and Cathay Pacific on 66 percent.

The lowest three on the table were Qantas on 63 percent, Royal Brunei on 62 percent and BA on 57 per cent.

Choice said BA was beaten in overall flight satisfaction to the UK primarily due to its poor scores on cost and in-flight service.

Choice members found better-cost satisfaction flying to Indonesia with AirAsia and AirAsiaX rather than Jetstar.

“Several members used their Qantas Frequent Flyer points to go to Bali on Jetstar and were appalled by the quality of the food, which you purchase onboard. They warned it’s very much a ‘get what you pay for’ budget airline.

“If you’re planning a budget Bali trip, Pacific Blue is our members’ choice,” said Choice.

Comparisons of carriers on the US route produced greater contrasts.

“While the largest number of respondents had flown Qantas to the US, the satisfaction rating was considerably lower than for newcomers and surprisingly, given the extra distance, satisfaction was highest with Singapore Airlines, even though there is no direct flight,” Choice noted.

V Australia, Virgin Blue’s full service trans-Pacific carrier, had the highest cost satisfaction score among Choice members and was only second to Singapore for overall satisfaction – but unlike Singapore (or Air NZ, Hawaiian Airlines or Air Canada), offers direct flights between Australian and US cities.

Emirates beat Air New Zealand and the Australian carriers and Virgin Blue to score best for value in service in flights across the Tasman.

Qantas and Jetstar finished bottom, although, Choice noted, “the Qantas rating may reflect ageing aircraft which are being phased out and replaced with brand new Boeing 737s with in-seat entertainment systems and more space”.

Choice said many Qantas Frequent Flyer members “do not think the ‘Flying Kangaroo’ is delivering on cost or in-flight service”.

Qantas’ budget subsidiary Jetstar rated poorly: “Common gripes from members who have flown with Jetstar to Asia include delayed departures, late arrivals and poor communication,” said Choice.

Choice members also revealed alternative airlines that deliver “bang for your buck”, such as taking AirAsia X to Malaysia and V Australia to the US.

Comprehensive results, including tables for various routes, and comments from respondents to the survey can be read on the Choice website

www.choice.com.au