2016 market survey of airline satisfaction · ・optional services not free that were ... asiana...

2016Market Survey OfAirline Satisfaction

2

Table of Contents

Part 1: Outline of This Report 3

1. Outline of the Survey 4

2. Profile of the Respondents 5

・ Gender /Age / Area of Residence /Occupation /Annual income 5

・ Purpose for Overseas Travel and Persons Accompanying /Overseas Travel Type /

Time spent on flight (per one-way) 6

・ Means of Arranging Air Tickets Used 7

・ Air Tickets Used 8

・ Whether Airline Website Was Used When Making Overseas Travel 9

・ Reason for Using Airline Website 10

・ Items of Importance When Choosing Airline 11

・ Optional Services Not Free That Were Used 13

Part 2: Airline Evaluations 14

1. Overall Satisfaction 15

2. Satisfaction by Attribute 16

1) Aircraft Equipment and Amenities 16

2) Service by Cabin Crew 17

3) Service by Ground Crew 18

4) In-flight Food and Drink Service 19

5) In-flight Entertainment 20

3. Satisfaction with Cost Performance 21

4. Intention to Use Again 22

5. Airlines Desired for Future Use 23

3

Part 1: Outline of This Report


Airline Satisfaction Survey 2016

"2016 AB-ROAD Overseas Travel Survey" Outline

○Objective

To provide related parties with reference data by ascertaining the facts regarding overseas travelers’ booking practices,

consumer behavior, popular destinations, and destinations desired for visit.

○Respondents

Selected from the INTAGE Net Monitors of INTAGE Inc., these were Japanese citizens aged 18 years and over who

traveled overseas in the year 2015 (the month of departure being in 2015).

○Timing

Tue. 22 Mar through Wed. 30 Mar, 2016

○Research Method

Internet survey

○Numbers Tabulated

4,802 respondents (respondents contacted: 7,883; samples collected:4,934 (successful collection rate of :62.6%))

○Method of Tabulation

The survey results were weighted to correspond with the breakdown of leisure travelers (by gender and age).

The weightings used are as follows.

4

1. Outline of the Survey

○Objective

Get airline evaluations from those who traveled overseas in 2015.

○Respondents

The survey was done on 7,227 respondents selected from the INTAGE Net Monitors of INTAGE Inc. These were Japanese

citizens aged 18 years and over who traveled overseas in the year 2015 (the month of departure being in 2015).

* Respondents included also those who traveled for work purposes and those on long-term stays.

○Timing

Thu. 14 April through Tue. 19 April, 2016

○Research Method

Internet survey

○Tabulation Numbers

4,000 respondents (respondents contacted: 7,227, samples collected: 4,181s (successful collection rate of 57.9%))

* Respondents were randomly selected so that each of 40 airlines was represented by 100 respondents in the numbers

tabulated.

■Airlines included in the survey

ANA, JAL, Vanilla Air, Peach Aviation, American Airlines, Air Canada, Delta Air Lines, United Airlines, Qantas, Jetstar, Air New

Zealand, Hawaiian Airlines, Asiana Airlines, AirAsia X, Eva Air, Garuda Indonesia, Cathay Pacific Airways, Singapore Airlines,

SriLankan Airlines, Korean Air, Thai Airways, Jeju Air, China Airlines, Air China, China Eastern Airlines, TransAsia Airways,

Philippines Airlines, Vietnam Airlines, Malaysia Airlines, KLM Royal Dutch Airlines, Alitalia, Air France, Austrian Airlines, Finnair,

British Airways, Lufthansa, Etihad Airways, Emirates, Qatar Airways, Turkish Airlines

* The airlines included in this survey are the top 40 airlines used in the last trip taken in the year 2015, according to the

results of the “2016 AB-ROAD Overseas Travel Survey” (see below).

Addenda:

(1) In the case of a single answers, totals for the options do not necessarily come out to 100% due to the percentage each

option was given being rounded to the second decimal point.

(2) Figures from a past survey are quoted in order to provide longitudinal data.

“2015 Airline Satisfaction Survey” - Timing: 16 April through 20 April 2015; Sample size tabulated: 4,000s (100 samples

for each airline)

(3) In this survey, respondents who in 2015 took multiple trips on the airlines covered were asked to answer about their last

airline used in order to have them specify the details of the trip taken.

(4) Omitted from the tabulations of this survey were airlines for which users of “in-flight food and drink service” and “in-flight

entertainment” numbered less than 80.

18-29 yrs 30-39 yrs 40-49 yrs 50-59 yrs 60 yrs+

Male 0.7175579 1.0022098 1.2042349 0.9484497 1.2310514

Female 1.2349039 0.9952853 0.9173323 0.7756231 0.9790302



2. Profile of the Respondents

(n＝4,000) (n＝4,000)

■Gender(Total / Single Answer) ■Age (Total / Single Answer)

■Area of Residence (Total / Single Answer)

■Occupation (Total / Single Answer)

■Annual Household Income (Total / Single Answer)

Male

50.2%

Female

49.8%

18-29 yrs

9.7%

30-39 yrs

16.3%

40-49 yrs

23.8%

50-59 yrs

25.0%

60 yrs+

25.3%

（％）

Hokkaido TohokuKanto

Total

Kita

Kanto

4

prefectures

Hokuriku/

Koshinetsu

Chubu/

Tokai

Kansai

TotalKeihanshin

Other

KinkiChugoku Shikoku

Kyushu/

Okinawa

Sample

Total 4,000 2.6 2.6 50.5 3.3 47.1 3.0 10.9 20.9 18.0 2.9 3.5 1.3 4.9

（％）

Office

workers/

General

(clerical)

Office

workers/

General

(research

or

technical)

Office

workers/

General

(sales)

Office

workers/

General

(others)

Office

workers/

Manager

class,

company

directors

Civil

servants/

Educators

Self-

employedFreelance

Temporary

worker/

Contracted

employee

Part-

timersStudents

Full-time

housewivesUnemployed Other

Sample

Total 4,000 14.3 9.2 4.1 3.5 13.1 5.0 5.9 3.1 4.0 8.2 2.4 15.0 11.2 1.2

Office workers

Sample

Under

3,000,000

yen

3,000,000-

3,999,999

yen

4,000,000-

4,999,999

yen

5,000,000-

5,999,999

yen

6,000,000-

6,999,999

yen

7,000,000-

7,999,999

yen

8,000,000-

9,999,999

yen

10,000,000-

14,999,999

yen

15,000,000

yen or more

Don't know/

Don't want to

answer

Total 4,000 9.8 9.8 8.9 8.6 6.7 7.5 12.4 14.2 7.2 15.1

0

5

10

15

20

Total

（％）



[Package]

Full

package

[Package]

Medium

package

[Package]

Skelton[FIT]

Legend

Total (n=4,000) 52.0

Package

Tour

Total

19.2％ 11.1 21.7 48.0

6

■Purpose for Overseas Travel and Persons Accompanying (Total / Single Answer)

■Overseas Travel Type (Total / Single Answer)

■Time Spent on Flight (per one-way) (Total / Single Answer)

† [Package] Full package : Tour that is scheduled with sightseeing, activities, and most meals

[Package] Medium package : Tour that is scheduled with some sightseeing, activities, and meals, as well as tours with some free time

[Package] Skelton : Tour that basically has free time at destinations, and only includes roundtrip air tickets, hotels, and local transportation

[FIT] : Air tickets, hotels, etc. are arranged individually

Sample

Work

(business,

academic,

inspection,

etc.)

Private

(travel alone)

Private

(couple)

Private

(married

couple

travel)

Private

(honeymoon)

Private

(alone with

friend)

Private (with

two or more

friends)

Private

(family trip

(with

parent(s))

Private

(family trip

(with

child(ren))

Private

(family trip

(three

generations)

Private

(study

abroad,

language

study, long-

term stay,

etc.)

Other

Total 4,000 16.4 16.3 4.0 24.2 2.6 9.7 6.8 3.8 10.8 1.7 1.2 2.6

0

5

10

15

20

25

Total

（％）

Close flight (about

less than 5 hours)

Medium flight

(about 5-9 hours)

Long flight (about

9 hours or more)

Legend

Total (n=4,000) 33.5％ 28.6 37.9



Used packageIndividually

arranged

Legend

Total (n=4,000)

ANA (n=100)

JAL (n=100)

● Vanilla Air (n=100)

● Peach Aviation (n=100)

American Airlines (n=100)

Air Canada (n=100)

Delta Air Lines (n=100)

United Airlines (n=100)

Qantas (n=100)

● Jetstar (n=100)

Air New Zealand (n=100)

Hawaiian Airlines (n=100)

Asiana Airlines (n=100)

● AirAsia X (n=100)

Eva Air (n=100)

Garuda Indonesia (n=100)

Cathay Pacific Airways (n=100)

Singapore Airlines (n=100)

SriLankan Airlines (n=100)

Korean Air (n=100)

Thai Airways (n=100)

● Jeju Air (n=100)

China Airlines (n=100)

Air China (n=100)

China Eastern Airlines (n=100)

TransAsia Airways (n=100)

Philippines Airlines (n=100)

Vietnam Airlines (n=100)

Malaysia Airlines (n=100)

KLM Royal Dutch Airlines (n=100)

Alitalia (n=100)

Air France (n=100)

Austrian Airlines (n=100)

Finnair (n=100)

British Airways (n=100)

Lufthansa (n=100)

Etihad Airways (n=100)

Emirates (n=100)

Qatar Airways (n=100)

Turkish Airlines (n=100)

By

airline

European

Middle East /

Africa

Pacific / Oceania

Asian

I haven't

arranged

myself

South /

North American

Arranged

through

company

specializing in

low price air

tickets

Company or

person

related to

operations

arranged

Arranged

through

airline

Arranged through

travel company

Japanese

Arranged by

self through

other means

7.4％

14.0

10.0

1.0

1.0

9.0

4.0

7.0

6.0

6.0

1.0

2.0

4.0

6.0

2.0

5.0

7.0

17.0

18.0

7.0

2.0

15.0

2.0

7.0

21.0

32.0

―

4.0

15.0

11.0

4.0

1.0

9.0

6.0

5.0

6.0

8.0

6.0

10.0

1.0

4.0

19.6

35.0

31.0

34.0

57.0

19.0

15.0

14.0

25.0

27.0

41.0

29.0

13.0

13.0

59.0

18.0

5.0

15.0

11.0

10.0

19.0

25.0

31.0

7.0

8.0

9.0

11.0

16.0

9.0

13.0

12.0

12.0

30.0

16.0

16.0

14.0

11.0

20.0

11.0

11.0

13.0

52.0

30.0

45.0

49.0

27.0

42.0

58.0

63.0

40.0

51.0

44.0

56.0

72.0

61.0

17.0

54.0

62.0

48.0

48.0

72.0

54.0

34.0

43.0

64.0

36.0

26.0

68.0

46.0

58.0

49.0

61.0

73.0

39.0

64.0

61.0

56.0

67.0

50.0

57.0

65.0

71.0

11.1

13.0

8.0

3.0

7.0

14.0

10.0

9.0

17.0

12.0

3.0

9.0

3.0

6.0

5.0

10.0

10.0

12.0

10.0

4.0

14.0

18.0

6.0

14.0

20.0

20.0

12.0

23.0

10.0

17.0

12.0

9.0

15.0

9.0

15.0

13.0

8.0

11.0

15.0

11.0

6.0

5.1

2.0

2.0

8.0

2.0

8.0

7.0

2.0

3.0

3.0

4.0

―

2.0

9.0

4.0

8.0

7.0

6.0

6.0

4.0

7.0

1.0

11.0

6.0

12.0

7.0

5.0

7.0

6.0

7.0

7.0

3.0

4.0

1.0

1.0

4.0

2.0

7.0

6.0

9.0

4.0

1.6

1.0

―

―

―

4.0

―

2.0

3.0

―

5.0

1.0

3.0

1.0

7.0

1.0

1.0

―

3.0

1.0

1.0

1.0

1.0

1.0

3.0

2.0

1.0

2.0

―

1.0

1.0

2.0

2.0

2.0

―

2.0

1.0

3.0

1.0

1.0

1.0

3.2

5.0

4.0

5.0

6.0

4.0

6.0

3.0

6.0

1.0

2.0

3.0

3.0

4.0

6.0

4.0

8.0

2.0

4.0

2.0

3.0

6.0

6.0

1.0

―

4.0

3.0

2.0

2.0

2.0

3.0

―

1.0

2.0

2.0

5.0

3.0

3.0

―

2.0

1.0

7

† "●" indicates a low-cost carrier (LCC)

■Means of Arranging Air Tickets Used (Total / Single Answer)



Low cost

ticket

(individual sales

of group fare)

PEX tickets

(officially

discounted

fare)

Ticket sold

directly by a

low cost

carrier

Free air tickets

acquired

through

mileage

Air tickets at

normal fares

Don't really

know / Others

Legend

Total (n=1,919)

ANA (n=70)

JAL (n=55)

● Vanilla Air (n=51)

● Peach Aviation (n=73)

American Airlines (n=58)

Air Canada (n=42)

Delta Air Lines (n=37)

United Airlines (n=60)

Qantas (n=49)

● Jetstar (n=56)

Air New Zealand (n=44)

Hawaiian Airlines (n=28)

Asiana Airlines (n=39)

● AirAsia X (n=83)

Eva Air (n=46)

Garuda Indonesia (n=38)

Cathay Pacific Airways (n=52)

Singapore Airlines (n=52)

SriLankan Airlines (n=28)

Korean Air (n=46)

Thai Airways (n=66)

● Jeju Air (n=57)

China Airlines (n=36)

Air China (n=64)

China Eastern Airlines (n=74)

TransAsia Airways (n=32)

Philippines Airlines (n=54)

Vietnam Airlines (n=42)

Malaysia Airlines (n=51)

KLM Royal Dutch Airlines (n=39)

Alitalia (n=27)

Air France (n=61)

Austrian Airlines (n=36)

Finnair (n=39)

British Airways (n=44)

Lufthansa (n=33)

Etihad Airways (n=50)

Emirates (n=43)

Qatar Airways (n=35)

Turkish Airlines (n=29)

By

airline

Japanese

South /

North American

Pacific / Oceania

Asian

European

Middle East /

Africa

18.8％

15.7

3.6

15.7

9.6

27.6

16.7

35.1

13.3

14.3

10.7

15.9

14.3

15.4

14.5

23.9

26.3

17.3

38.5

10.7

17.4

12.1

21.1

25.0

17.2

24.3

34.4

24.1

19.0

19.6

25.6

25.9

18.0

22.2

12.8

18.2

12.1

18.0

18.6

28.6

20.7

30.0

31.4

23.6

7.8

8.2

34.5

23.8

27.0

36.7

36.7

3.6

25.0

32.1

46.2

6.0

26.1

28.9

48.1

25.0

32.1

39.1

39.4

8.8

33.3

40.6

28.4

37.5

29.6

38.1

43.1

25.6

44.4

39.3

27.8

43.6

25.0

33.3

48.0

39.5

40.0

41.4

8.9

―

―

45.1

49.3

―

―

―

―

―

55.4

―

―

―

67.5

―

―

―

―

―

―

―

43.9

―

―

―

―

―

―

―

―

―

―

―

―

―

―

―

―

―

―

5.2

7.1

29.1

―

―

5.2

2.4

8.1

18.3

2.0

―

11.4

―

7.7

―

6.5

5.3

5.8

3.8

14.3

8.7

10.6

―

―

6.3

―

―

3.7

4.8

―

―

3.7

―

19.4

2.6

2.3

3.0

6.0

―

5.7

10.3

22.9

32.9

29.1

19.6

23.3

25.9

28.6

13.5

21.7

24.5

19.6

43.2

28.6

12.8

3.6

23.9

26.3

21.2

21.2

28.6

10.9

22.7

7.0

27.8

21.9

24.3

15.6

25.9

28.6

27.5

35.9

22.2

34.4

16.7

25.6

36.4

30.3

18.0

25.6

14.3

3.4

14.1

12.9

14.5

11.8

9.6

6.9

28.6

16.2

10.0

22.4

10.7

4.5

25.0

17.9

8.4

19.6

13.2

7.7

11.5

14.3

23.9

15.2

19.3

13.9

14.1

23.0

12.5

16.7

9.5

9.8

12.8

3.7

8.2

13.9

15.4

18.2

21.2

10.0

16.3

11.4

24.1

8

■Air Tickets Used (package tour non-users / Single Answer)

† "●" indicates a low-cost carrier (LCC) † Reference data for the airline because less than n=30



Used Didn't use

LegendPrior to

booking

At time of

booking

After

booking

Total (n=4,000) 50.7 42.3 45.9

● Peach Aviation [Japanese] (n=100) 91.0 86.0 72.0

● AirAsia X [Asian] (n=100) 87.0 86.0 78.0

● Vanilla Air [Japanese] (n=100) 79.0 73.0 70.0

● Jetstar [Pacific / Oceania] (n=100) 77.0 70.0 70.0

ANA [Japanese] (n=100) 65.0 61.0 68.0

JAL [Japanese] (n=100) 71.0 66.0 63.0

Etihad Airways [Middle East / Africa] (n=100) 59.0 45.0 59.0

Qantas [Pacific / Oceania] (n=100) 64.0 53.0 57.0

Air New Zealand [Pacific / Oceania] (n=100) 57.0 47.0 48.0

SriLankan Airlines [Asian] (n=100) 54.0 46.0 51.0

● Jeju Air [Asian] (n=100) 62.0 53.0 48.0

Singapore Airlines [Asian] (n=100) 53.0 41.0 49.0

Air France [European] (n=100) 52.0 49.0 53.0

American Airlines [South / North American] (n=100) 52.0 45.0 49.0

Korean Air [Asian] (n=100) 56.0 51.0 47.0

Emirates [Middle East / Africa] (n=100) 52.0 43.0 50.0

United Airlines [South / North American] (n=100) 51.0 45.0 47.0

Philippines Airlines [Asian] (n=100) 49.0 40.0 40.0

Hawaiian Airlines [Pacific / Oceania] (n=100) 49.0 35.0 43.0

British Airways [European] (n=100) 49.0 41.0 40.0

Asiana Airlines [Asian] (n=100) 52.0 42.0 38.0

Air Canada [South / North American] (n=100) 41.0 28.0 41.0

TransAsia Airways [Asian] (n=100) 46.0 42.0 44.0

Delta Air Lines [South / North American] (n=100) 46.0 32.0 43.0

Malaysia Airlines [Asian] (n=100) 45.0 33.0 40.0

Thai Airways [Asian] (n=100) 45.0 41.0 40.0

Cathay Pacific Airways [Asian] (n=100) 40.0 34.0 38.0

KLM Royal Dutch Airlines [European] (n=100) 42.0 35.0 45.0

Alitalia [European] (n=100) 39.0 29.0 35.0

Austrian Airlines [European] (n=100) 40.0 23.0 39.0

Qatar Airways [Middle East / Africa] (n=100) 41.0 25.0 35.0

Finnair [European] (n=100) 44.0 31.0 40.0

Eva Air [Asian] (n=100) 37.0 32.0 32.0

China Airlines [Asian] (n=100) 40.0 28.0 32.0

Turkish Airlines [Middle East / Africa] (n=100) 34.0 27.0 37.0

Garuda Indonesia [Asian] (n=100) 31.0 23.0 35.0

China Eastern Airlines [Asian] (n=100) 38.0 34.0 35.0

Air China [Asian] (n=100) 38.0 31.0 33.0

Vietnam Airlines [Asian] (n=100) 35.0 24.0 24.0

Lufthansa [European] (n=100) 24.0 21.0 27.0

By airline

Period used

57.1％

91.0

88.0

84.0

78.0

75.0

74.0

69.0

68.0

65.0

63.0

63.0

62.0

60.0

60.0

59.0

59.0

57.0

56.0

56.0

56.0

54.0

54.0

53.0

53.0

52.0

51.0

49.0

49.0

49.0

48.0

48.0

48.0

45.0

45.0

44.0

43.0

42.0

41.0

40.0

32.0

42.9

9.0

12.0

16.0

22.0

25.0

26.0

31.0

32.0

35.0

37.0

37.0

38.0

40.0

40.0

41.0

41.0

43.0

44.0

44.0

44.0

46.0

46.0

47.0

47.0

48.0

49.0

51.0

51.0

51.0

52.0

52.0

52.0

55.0

55.0

56.0

57.0

58.0

59.0

60.0

68.0

9

■Whether Airline Website Was Used When Making Overseas Travel (Total / Single Answer)

† If the website was used for the air tickets "Prior to booking," "At time of booking" or "After booking,"

that will be regarded as "Used."




Sample

Confir

mat

ion o

f sc

hedu

le

Tic

ket

purc

has

e

Desi

gnat

e s

eat

Confir

mat

ion o

f ai

r ticke

t pr

ice in

form

atio

n

Acqu

ired

info

rmat

ion p

ert

ainin

g to

bag

gage

weig

ht

and

limitat

ion o

n n

um

ber

of pi

eces

Acqu

ired

info

rmat

ion p

ert

ainin

g to

e-ticke

t an

d

check-

in p

rocedu

res

Acqu

ired

info

rmat

ion p

ert

ainin

g to

in-fli

ght

serv

ices

and

what

to d

o o

n flig

ht

Confir

mat

ion o

f cost

s su

ch a

s fu

el s

urc

har

ge

Confir

mat

ion o

f te

rmin

al lo

cat

ion a

nd

how

to g

et

around

in t

he a

irpo

rt

Acqu

ired

info

rmat

ion p

ert

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Total (n=2,283) 49.3 45.2 43.6 26.3 24.3 22.8 20.0 17.2 15.9 14.1 12.4 11.3 9.6 9.0 7.9 5.2 4.0 1.6 7.7

ANA [Japanese] (n=75) 58.7 54.7 66.7 25.3 16.0 20.0 13.3 20.0 12.0 14.7 13.3 12.0 4.0 9.3 4.0 10.7 9.3 ― 8.0

JAL [Japanese] (n=74) 48.6 54.1 58.1 17.6 10.8 16.2 12.2 16.2 1.4 5.4 17.6 18.9 2.7 5.4 2.7 9.5 6.8 1.4 5.4

● Vanilla Air [Japanese] (n=84) 57.1 67.9 46.4 27.4 26.2 27.4 10.7 20.2 11.9 16.7 2.4 16.7 2.4 15.5 17.9 3.6 2.4 ― 3.6

● Peach Aviation [Japanese] (n=91) 58.2 81.3 41.8 38.5 24.2 17.6 6.6 19.8 14.3 13.2 1.1 17.6 4.4 14.3 13.2 3.3 ― ― 5.5

American Airlines [South / North American] (n=60) 51.7 40.0 46.7 26.7 20.0 21.7 18.3 15.0 15.0 11.7 21.7 5.0 15.0 11.7 3.3 5.0 6.7 1.7 6.7

Air Canada [South / North American] (n=54) 44.4 31.5 37.0 31.5 37.0 27.8 27.8 20.4 20.4 20.4 13.0 13.0 18.5 7.4 5.6 5.6 ― 3.7 3.7

Delta Air Lines [South / North American] (n=53) 62.3 24.5 58.5 15.1 17.0 34.0 18.9 9.4 11.3 11.3 22.6 7.5 7.5 5.7 1.9 ― 7.5 1.9 9.4

United Airlines [South / North American] (n=57) 50.9 42.1 61.4 12.3 17.5 21.1 17.5 5.3 19.3 12.3 17.5 14.0 10.5 1.8 5.3 1.8 8.8 1.8 3.5

Qantas [Pacific / Oceania] (n=68) 58.8 47.1 42.6 36.8 30.9 29.4 27.9 25.0 23.5 26.5 14.7 13.2 13.2 13.2 16.2 10.3 8.8 ― 4.4

● Jetstar [Pacific / Oceania] (n=78) 51.3 79.5 44.9 42.3 39.7 28.2 23.1 24.4 15.4 26.9 2.6 19.2 10.3 20.5 32.1 2.6 1.3 2.6 3.8

Air New Zealand [Pacific / Oceania] (n=65) 50.8 49.2 43.1 32.3 29.2 29.2 24.6 18.5 21.5 15.4 16.9 21.5 9.2 15.4 9.2 13.8 4.6 1.5 4.6

Hawaiian Airlines [Pacific / Oceania] (n=56) 42.9 30.4 53.6 21.4 26.8 25.0 25.0 10.7 10.7 12.5 19.6 12.5 14.3 5.4 5.4 5.4 8.9 ― 5.4

Asiana Airlines [Asian] (n=54) 29.6 46.3 40.7 24.1 7.4 16.7 1.9 9.3 11.1 9.3 5.6 5.6 5.6 1.9 1.9 3.7 ― ― 16.7

● AirAsia X [Asian] (n=88) 58.0 84.1 52.3 38.6 28.4 30.7 11.4 20.5 12.5 12.5 1.1 14.8 8.0 13.6 23.9 3.4 2.3 1.1 6.8

Eva Air [Asian] (n=45) 48.9 37.8 46.7 26.7 26.7 28.9 17.8 24.4 17.8 17.8 13.3 4.4 ― 8.9 2.2 2.2 4.4 2.2 11.1

Garuda Indonesia [Asian] (n=43) 46.5 18.6 25.6 20.9 25.6 20.9 34.9 18.6 14.0 14.0 14.0 ― 11.6 7.0 2.3 2.3 2.3 ― 16.3

Cathay Pacific Airways [Asian] (n=49) 42.9 38.8 61.2 24.5 8.2 22.4 16.3 10.2 8.2 4.1 6.1 6.1 2.0 2.0 2.0 2.0 2.0 2.0 18.4

Singapore Airlines [Asian] (n=62) 56.5 32.3 41.9 14.5 21.0 14.5 32.3 8.1 16.1 9.7 8.1 11.3 6.5 9.7 4.8 6.5 1.6 1.6 4.8

SriLankan Airlines [Asian] (n=63) 44.4 38.1 41.3 33.3 38.1 33.3 31.7 25.4 34.9 33.3 27.0 17.5 22.2 19.0 15.9 15.9 19.0 1.6 3.2

Korean Air [Asian] (n=59) 35.6 39.0 30.5 18.6 20.3 18.6 6.8 13.6 8.5 5.1 3.4 3.4 5.1 5.1 5.1 3.4 1.7 1.7 18.6

Thai Airways [Asian] (n=51) 47.1 58.8 54.9 23.5 11.8 17.6 5.9 17.6 9.8 5.9 5.9 2.0 9.8 2.0 3.9 3.9 3.9 3.9 5.9

● Jeju Air [Asian] (n=63) 46.0 60.3 27.0 34.9 15.9 20.6 3.2 15.9 4.8 7.9 3.2 19.0 1.6 11.1 7.9 1.6 ― ― 15.9

China Airlines [Asian] (n=45) 35.6 33.3 31.1 15.6 8.9 24.4 11.1 13.3 13.3 4.4 2.2 8.9 ― 2.2 ― 11.1 ― 2.2 8.9

Air China [Asian] (n=41) 43.9 41.5 29.3 22.0 17.1 9.8 12.2 14.6 7.3 9.8 14.6 7.3 12.2 9.8 2.4 2.4 ― ― 7.3

China Eastern Airlines [Asian] (n=42) 50.0 42.9 26.2 21.4 16.7 28.6 9.5 11.9 9.5 11.9 9.5 4.8 7.1 11.9 7.1 7.1 4.8 ― 14.3

TransAsia Airways [Asian] (n=53) 41.5 39.6 39.6 35.8 24.5 20.8 20.8 26.4 22.6 15.1 9.4 15.1 3.8 11.3 7.5 9.4 3.8 1.9 9.4

Philippines Airlines [Asian] (n=56) 41.1 39.3 23.2 30.4 14.3 10.7 8.9 17.9 8.9 8.9 8.9 7.1 ― 7.1 3.6 ― 3.6 ― 12.5

Vietnam Airlines [Asian] (n=40) 57.5 25.0 22.5 30.0 27.5 20.0 17.5 17.5 15.0 7.5 15.0 12.5 5.0 5.0 2.5 2.5 2.5 2.5 7.5

Malaysia Airlines [Asian] (n=52) 50.0 42.3 42.3 26.9 25.0 19.2 19.2 23.1 9.6 15.4 1.9 11.5 13.5 3.8 7.7 9.6 ― 3.8 13.5

KLM Royal Dutch Airlines [European] (n=49) 51.0 36.7 49.0 22.4 38.8 12.2 26.5 12.2 18.4 28.6 24.5 6.1 12.2 ― 8.2 2.0 ― ― ―

Alitalia [European] (n=49) 34.7 34.7 38.8 22.4 28.6 26.5 26.5 28.6 10.2 14.3 12.2 8.2 14.3 6.1 6.1 4.1 2.0 2.0 8.2

Air France [European] (n=60) 63.3 55.0 58.3 35.0 36.7 33.3 16.7 23.3 30.0 15.0 25.0 8.3 21.7 13.3 8.3 1.7 5.0 ― 6.7

Austrian Airlines [European] (n=48) 47.9 18.8 27.1 16.7 31.3 22.9 45.8 10.4 18.8 12.5 18.8 8.3 12.5 4.2 8.3 2.1 2.1 8.3 6.3

Finnair [European] (n=48) 47.9 35.4 39.6 22.9 20.8 29.2 33.3 20.8 29.2 6.3 6.3 12.5 16.7 8.3 8.3 10.4 2.1 4.2 4.2

British Airways [European] (n=56) 53.6 33.9 50.0 21.4 32.1 19.6 28.6 8.9 23.2 16.1 17.9 12.5 7.1 5.4 5.4 5.4 8.9 ― 7.1

Lufthansa [European] (n=32) 46.9 37.5 34.4 21.9 31.3 18.8 25.0 9.4 21.9 6.3 15.6 9.4 9.4 9.4 3.1 6.3 3.1 3.1 3.1

Etihad Airways [Middle East / Africa] (n=69) 49.3 42.0 46.4 29.0 30.4 27.5 30.4 18.8 24.6 15.9 23.2 13.0 17.4 10.1 4.3 1.4 7.2 4.3 7.2

Emirates [Middle East / Africa] (n=59) 42.4 25.4 45.8 11.9 27.1 22.0 37.3 13.6 27.1 20.3 20.3 8.5 16.9 8.5 5.1 3.4 3.4 3.4 10.2

Qatar Airways [Middle East / Africa] (n=48) 50.0 29.2 39.6 25.0 27.1 18.8 33.3 16.7 22.9 18.8 20.8 10.4 25.0 8.3 2.1 6.3 ― 2.1 2.1

Turkish Airlines [Middle East / Africa] (n=44) 45.5 31.8 36.4 22.7 27.3 11.4 34.1 15.9 13.6 13.6 13.6 4.5 11.4 4.5 2.3 2.3 2.3 2.3 6.8

By

airline

0

20

40

60

Total

（％）

10


■Reason for Using Airline Website (Airline website user / Multiple Answer)



■Items of Importance When Choosing Airline (Total / Multiple Answer)

Sample

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Total (n=4,000) 34.2 30.9 24.0 17.1 15.6 12.7 11.1 10.7 9.1 8.0 7.9 7.8 7.8 7.7 7.7 6.3 6.2 6.0 5.7 5.5 5.4 5.0 4.2 3.8 3.5 3.0 2.9 1.8 4.4 16.1

Gender Male (n=2,010) 33.8 31.3 24.3 17.9 16.3 12.7 11.2 10.0 8.0 9.0 8.5 7.3 8.0 8.2 7.9 6.4 6.5 6.2 7.1 7.1 6.0 5.4 5.2 3.8 2.9 3.5 3.1 1.9 4.6 14.5

Female (n=1,990) 34.7 30.4 23.6 16.2 14.9 12.7 11.0 11.4 10.1 6.9 7.3 8.3 7.5 7.2 7.6 6.2 5.8 5.7 4.3 3.9 4.7 4.5 3.3 3.8 4.0 2.4 2.8 1.8 4.2 17.6

Age 18-29 yrs (n=386) 28.0 26.7 29.5 8.8 16.3 13.7 10.9 9.8 8.0 4.9 5.2 7.8 6.5 12.7 5.7 6.2 2.6 7.3 5.7 2.6 1.6 4.9 4.9 4.4 5.2 2.6 1.6 0.3 4.1 16.6

30-39 yrs (n=653) 32.9 31.9 24.3 11.8 17.8 15.3 10.3 10.0 7.0 6.6 6.7 10.7 8.0 9.0 7.7 5.7 5.7 6.0 5.1 2.3 4.9 3.8 4.9 4.3 3.7 3.1 3.2 1.5 6.1 13.0

40-49 yrs (n=950) 34.0 34.6 23.6 13.9 15.7 15.2 11.4 11.2 7.2 9.3 7.3 8.1 6.1 8.2 7.9 7.7 7.2 7.5 7.4 5.9 6.3 5.5 4.1 2.9 2.0 2.1 3.4 1.6 5.1 13.2

50-59 yrs (n=999) 39.5 34.8 25.1 21.7 15.9 12.4 13.1 13.1 7.2 9.9 10.0 8.6 7.7 7.0 8.6 7.2 8.0 5.9 6.6 7.7 6.5 5.4 4.9 4.3 2.9 3.9 3.2 2.1 4.2 12.4

60 yrs or older (n=1,012) 32.4 24.3 20.8 22.0 13.5 8.6 9.6 8.6 14.3 6.8 8.2 4.8 9.7 5.2 7.5 4.4 5.1 4.1 3.7 6.1 5.1 4.8 3.0 3.5 4.6 2.9 2.6 2.6 3.0 24.1

Kanto (n=2,018) 36.0 32.1 23.6 17.7 15.3 13.6 11.2 9.3 9.2 9.4 8.2 8.6 7.6 6.7 8.0 7.8 6.4 6.0 6.6 6.6 6.1 4.5 4.8 3.9 2.8 3.1 3.5 2.4 4.2 15.5

Kansai (n=834) 32.3 32.7 23.4 14.0 14.3 11.8 11.0 12.7 8.4 5.8 6.6 5.9 7.1 9.8 6.4 4.2 5.2 5.9 4.0 3.5 4.2 5.5 3.6 3.2 5.0 2.3 2.5 1.0 4.9 17.3

Tokai (n=437) 32.3 27.7 22.9 17.2 15.6 10.5 10.1 13.7 10.8 7.3 6.6 7.1 8.0 7.6 7.8 5.3 6.9 6.6 7.1 5.5 4.8 6.2 3.9 2.7 3.9 2.3 1.6 0.9 5.0 16.2

Package (n=2,081) 28.4 22.2 21.9 15.0 15.7 6.7 7.9 8.6 15.0 5.7 7.4 6.7 8.1 4.2 7.4 4.0 5.2 3.2 3.8 4.5 4.2 2.3 3.7 4.2 5.3 3.3 2.7 1.1 4.6 26.1

　Full package (n=769) 19.8 12.1 19.6 14.7 13.8 2.1 7.2 6.4 16.6 5.6 6.6 5.2 8.6 2.6 7.8 2.9 3.9 1.8 2.1 4.3 3.9 1.2 3.4 3.9 6.4 3.1 1.3 1.6 3.9 38.1

　Medium package (n=444) 29.3 23.9 24.5 14.2 18.5 4.5 7.7 7.7 18.0 7.7 8.8 8.6 10.6 4.7 8.6 4.3 5.6 2.0 5.6 5.0 5.0 2.5 4.3 5.6 6.5 4.7 3.8 0.7 4.7 24.5

　Skelton (n=868) 35.6 30.2 22.6 15.8 15.9 11.9 8.6 11.1 12.1 4.8 7.3 7.0 6.3 5.4 6.6 4.8 6.2 5.0 4.4 4.5 4.1 3.2 3.6 3.8 3.8 2.8 3.5 0.8 5.2 16.4

ＦＩＴ (n=1,919) 40.5 40.3 26.2 19.3 15.5 19.2 14.6 12.9 2.6 10.4 8.5 9.0 7.4 11.5 8.0 8.8 7.2 9.0 7.8 6.6 6.6 7.9 4.8 3.3 1.5 2.6 3.1 2.7 4.2 5.1

Travel alone (n=653) 36.0 34.0 24.8 17.8 15.6 17.8 14.4 10.9 6.6 8.6 7.4 10.0 7.8 13.5 11.3 7.8 7.5 10.0 7.7 4.3 5.5 9.3 4.1 4.4 2.3 3.2 4.7 2.0 4.1 8.7

With spouse/partner/on honeymoon (n=1,233) 30.7 27.6 23.7 17.4 16.1 9.2 11.0 9.1 11.8 7.7 8.0 7.1 7.3 6.4 7.5 5.9 5.6 4.5 4.9 7.3 6.1 3.5 3.7 3.8 3.6 2.5 2.5 1.6 4.3 18.9

With friend (n=658) 34.0 29.3 22.6 15.0 15.3 13.2 9.4 10.3 12.0 5.0 6.4 6.5 6.5 8.7 5.8 3.0 6.1 4.1 3.6 3.5 4.0 4.0 3.0 3.5 5.9 3.2 2.6 1.4 4.3 18.2

Family travel (n=651) 37.5 30.6 22.1 16.9 15.4 13.4 9.8 12.1 8.3 7.8 9.1 9.5 8.6 7.7 7.1 7.4 5.8 7.2 5.5 4.0 3.7 4.5 4.5 3.5 1.8 3.1 2.2 2.3 4.8 17.4

Is business class or higher (n=543) 33.5 35.0 36.3 21.5 21.7 8.8 16.9 11.2 9.4 15.7 19.9 13.4 9.8 3.9 21.9 11.2 16.6 4.6 12.3 39.4 18.6 6.1 8.3 10.7 4.1 8.7 4.1 1.7 2.4 7.4

Economy class (n=3,457) 34.3 30.2 22.0 16.4 14.6 13.3 10.2 10.6 9.0 6.7 6.0 6.9 7.4 8.3 5.5 5.5 4.5 6.2 4.7 0.2 3.3 4.8 3.6 2.7 3.4 2.1 2.7 1.9 4.7 17.4

Area of

residence

Travel class

Travel

type

Accompanying

traveler

0

10

20

30

40

Total

（％）



Sample

There

are

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Total (n=4,000) 34.2 30.9 24.0 17.1 15.6 12.7 11.1 10.7 9.1 8.0 7.9 7.8 7.8 7.7 7.7 6.3 6.2 6.0 5.7 5.5 5.4 5.0 4.2 3.8 3.5 3.0 2.9 1.8 4.4 16.1

ANA [Japanese] (n=100) 35.0 34.0 68.0 5.0 29.0 6.0 7.0 16.0 8.0 9.0 27.0 18.0 25.0 1.0 13.0 28.0 12.0 1.0 22.0 8.0 11.0 8.0 45.0 13.0 3.0 13.0 1.0 1.0 6.0 4.0

JAL [Japanese] (n=100) 40.0 31.0 57.0 3.0 25.0 2.0 6.0 9.0 6.0 8.0 14.0 21.0 28.0 ― 10.0 24.0 8.0 ― 24.0 6.0 10.0 1.0 44.0 6.0 2.0 7.0 3.0 ― 5.0 7.0

● Vanilla Air [Japanese] (n=100) 39.0 34.0 12.0 5.0 2.0 20.0 2.0 10.0 4.0 3.0 2.0 2.0 14.0 49.0 1.0 1.0 4.0 17.0 1.0 ― 2.0 3.0 16.0 2.0 1.0 2.0 1.0 1.0 6.0 9.0

● Peach Aviation [Japanese] (n=100) 49.0 35.0 15.0 2.0 7.0 17.0 6.0 9.0 4.0 2.0 ― ― 11.0 57.0 2.0 1.0 1.0 13.0 3.0 ― ― 11.0 15.0 ― ― 1.0 ― 1.0 3.0 4.0

American Airlines [South / North American] (n=100) 19.0 37.0 21.0 16.0 21.0 14.0 26.0 7.0 8.0 13.0 2.0 5.0 5.0 1.0 6.0 10.0 4.0 4.0 5.0 10.0 5.0 3.0 2.0 3.0 2.0 2.0 2.0 2.0 7.0 11.0

Air Canada [South / North American] (n=100) 36.0 22.0 22.0 23.0 11.0 8.0 12.0 11.0 15.0 11.0 8.0 4.0 3.0 1.0 4.0 8.0 5.0 3.0 2.0 5.0 4.0 1.0 1.0 2.0 5.0 2.0 1.0 2.0 3.0 22.0

Delta Air Lines [South / North American] (n=100) 38.0 36.0 22.0 14.0 13.0 13.0 5.0 12.0 5.0 5.0 4.0 6.0 3.0 ― 1.0 13.0 2.0 ― 14.0 6.0 4.0 2.0 ― 2.0 3.0 1.0 4.0 3.0 6.0 20.0

United Airlines [South / North American] (n=100) 33.0 37.0 20.0 18.0 19.0 10.0 12.0 7.0 10.0 13.0 5.0 7.0 5.0 1.0 1.0 17.0 3.0 2.0 20.0 6.0 4.0 5.0 2.0 3.0 1.0 3.0 3.0 5.0 3.0 13.0

Qantas [Pacific / Oceania] (n=100) 39.0 37.0 42.0 31.0 24.0 16.0 14.0 6.0 5.0 8.0 9.0 16.0 5.0 3.0 11.0 4.0 10.0 4.0 5.0 8.0 7.0 6.0 3.0 7.0 3.0 6.0 3.0 2.0 5.0 14.0

● Jetstar [Pacific / Oceania] (n=100) 56.0 28.0 11.0 5.0 7.0 19.0 4.0 8.0 2.0 1.0 1.0 3.0 6.0 43.0 1.0 ― 2.0 9.0 ― 2.0 1.0 9.0 1.0 ― 1.0 1.0 ― ― 3.0 10.0

Air New Zealand [Pacific / Oceania] (n=100) 47.0 21.0 38.0 40.0 19.0 8.0 6.0 6.0 14.0 12.0 12.0 19.0 9.0 2.0 12.0 5.0 10.0 ― 7.0 9.0 7.0 5.0 2.0 9.0 4.0 6.0 6.0 1.0 3.0 14.0

Hawaiian Airlines [Pacific / Oceania] (n=100) 37.0 33.0 19.0 24.0 11.0 10.0 8.0 17.0 14.0 2.0 6.0 6.0 10.0 2.0 2.0 5.0 2.0 2.0 5.0 2.0 3.0 3.0 4.0 4.0 1.0 3.0 2.0 2.0 10.0 16.0

Asiana Airlines [Asian] (n=100) 31.0 28.0 24.0 13.0 18.0 9.0 2.0 14.0 9.0 6.0 3.0 6.0 11.0 1.0 6.0 9.0 2.0 7.0 3.0 1.0 2.0 6.0 1.0 3.0 ― 1.0 ― 1.0 10.0 14.0

● AirAsia X [Asian] (n=100) 38.0 30.0 11.0 6.0 11.0 31.0 15.0 12.0 2.0 1.0 2.0 2.0 7.0 59.0 ― 3.0 2.0 21.0 1.0 3.0 2.0 15.0 2.0 1.0 ― 1.0 1.0 ― 5.0 4.0

Eva Air [Asian] (n=100) 43.0 29.0 26.0 24.0 9.0 15.0 4.0 19.0 6.0 10.0 6.0 4.0 13.0 1.0 6.0 1.0 3.0 4.0 5.0 2.0 2.0 3.0 3.0 2.0 5.0 1.0 1.0 3.0 4.0 19.0

Garuda Indonesia [Asian] (n=100) 43.0 21.0 10.0 29.0 11.0 6.0 7.0 7.0 11.0 7.0 7.0 5.0 7.0 1.0 7.0 4.0 5.0 2.0 3.0 12.0 5.0 3.0 1.0 7.0 4.0 3.0 2.0 1.0 6.0 25.0

Cathay Pacific Airways [Asian] (n=100) 35.0 36.0 37.0 12.0 24.0 11.0 8.0 17.0 8.0 10.0 10.0 11.0 5.0 2.0 10.0 8.0 7.0 3.0 8.0 7.0 5.0 5.0 ― 2.0 1.0 3.0 3.0 2.0 6.0 15.0

Singapore Airlines [Asian] (n=100) 41.0 40.0 58.0 15.0 36.0 10.0 15.0 9.0 5.0 19.0 31.0 17.0 12.0 1.0 20.0 6.0 12.0 5.0 5.0 4.0 11.0 7.0 2.0 11.0 4.0 9.0 3.0 ― 2.0 6.0

SriLankan Airlines [Asian] (n=100) 37.0 31.0 16.0 24.0 12.0 12.0 20.0 11.0 12.0 13.0 12.0 7.0 7.0 8.0 10.0 8.0 8.0 9.0 9.0 5.0 9.0 9.0 6.0 9.0 10.0 8.0 4.0 2.0 4.0 13.0

Korean Air [Asian] (n=100) 34.0 27.0 13.0 24.0 14.0 10.0 8.0 14.0 10.0 3.0 9.0 5.0 13.0 4.0 6.0 3.0 5.0 4.0 2.0 2.0 4.0 2.0 1.0 2.0 3.0 3.0 4.0 2.0 1.0 16.0

Thai Airways [Asian] (n=100) 39.0 39.0 30.0 24.0 23.0 10.0 13.0 17.0 7.0 11.0 8.0 9.0 8.0 ― 5.0 6.0 11.0 3.0 12.0 4.0 7.0 7.0 1.0 5.0 2.0 3.0 6.0 2.0 7.0 11.0

● Jeju Air [Asian] (n=100) 42.0 33.0 8.0 18.0 4.0 22.0 1.0 20.0 5.0 ― 1.0 ― 9.0 45.0 ― 1.0 3.0 14.0 ― ― ― 6.0 ― ― 4.0 1.0 ― ― 5.0 17.0

China Airlines [Asian] (n=100) 35.0 35.0 10.0 14.0 7.0 20.0 4.0 10.0 5.0 4.0 6.0 2.0 9.0 2.0 13.0 2.0 5.0 5.0 1.0 9.0 ― 4.0 1.0 2.0 7.0 2.0 4.0 1.0 4.0 21.0

Air China [Asian] (n=100) 27.0 33.0 7.0 15.0 5.0 15.0 7.0 10.0 7.0 9.0 3.0 3.0 4.0 3.0 2.0 3.0 2.0 8.0 7.0 1.0 1.0 5.0 1.0 2.0 8.0 1.0 4.0 3.0 8.0 16.0

China Eastern Airlines [Asian] (n=100) 23.0 27.0 5.0 14.0 4.0 19.0 11.0 17.0 5.0 5.0 2.0 1.0 5.0 4.0 2.0 2.0 ― 14.0 1.0 2.0 ― 6.0 1.0 1.0 3.0 1.0 1.0 2.0 7.0 25.0

TransAsia Airways [Asian] (n=100) 38.0 36.0 10.0 13.0 6.0 26.0 4.0 10.0 17.0 4.0 4.0 3.0 6.0 7.0 7.0 2.0 4.0 8.0 3.0 2.0 ― 6.0 2.0 3.0 4.0 3.0 8.0 1.0 6.0 21.0

Philippines Airlines [Asian] (n=100) 50.0 30.0 6.0 23.0 2.0 5.0 4.0 11.0 10.0 4.0 2.0 1.0 1.0 2.0 ― 4.0 ― 4.0 4.0 1.0 ― 4.0 ― ― 4.0 ― 5.0 3.0 8.0 11.0

Vietnam Airlines [Asian] (n=100) 49.0 29.0 8.0 27.0 5.0 10.0 8.0 9.0 15.0 8.0 9.0 5.0 8.0 ― 6.0 5.0 2.0 5.0 2.0 2.0 3.0 3.0 1.0 3.0 8.0 1.0 1.0 2.0 3.0 17.0

Malaysia Airlines [Asian] (n=100) 36.0 43.0 19.0 16.0 13.0 17.0 12.0 9.0 10.0 5.0 6.0 5.0 4.0 2.0 3.0 5.0 3.0 6.0 1.0 5.0 2.0 5.0 1.0 1.0 2.0 1.0 4.0 3.0 3.0 12.0

KLM Royal Dutch Airlines [European] (n=100) 20.0 30.0 37.0 10.0 28.0 11.0 26.0 10.0 9.0 3.0 13.0 10.0 8.0 ― 12.0 6.0 9.0 3.0 5.0 6.0 13.0 5.0 ― 6.0 5.0 2.0 6.0 ― ― 28.0

Alitalia [European] (n=100) 41.0 25.0 16.0 26.0 19.0 3.0 9.0 5.0 19.0 7.0 4.0 5.0 9.0 ― 4.0 2.0 3.0 1.0 3.0 7.0 4.0 2.0 2.0 2.0 4.0 1.0 3.0 4.0 2.0 21.0

Air France [European] (n=100) 41.0 37.0 37.0 32.0 39.0 13.0 16.0 11.0 5.0 11.0 6.0 13.0 2.0 ― 19.0 13.0 9.0 2.0 4.0 10.0 13.0 9.0 1.0 3.0 2.0 4.0 2.0 1.0 5.0 11.0

Austrian Airlines [European] (n=100) 43.0 28.0 27.0 22.0 13.0 6.0 15.0 6.0 16.0 13.0 11.0 9.0 2.0 2.0 10.0 5.0 9.0 2.0 9.0 9.0 8.0 4.0 3.0 3.0 1.0 4.0 11.0 2.0 1.0 26.0

Finnair [European] (n=100) 17.0 31.0 24.0 12.0 13.0 15.0 26.0 7.0 7.0 8.0 7.0 3.0 4.0 ― 6.0 2.0 8.0 6.0 1.0 5.0 6.0 6.0 ― 7.0 3.0 1.0 1.0 1.0 3.0 24.0

British Airways [European] (n=100) 42.0 23.0 37.0 36.0 32.0 3.0 11.0 11.0 10.0 17.0 11.0 12.0 7.0 ― 10.0 9.0 11.0 6.0 6.0 13.0 10.0 5.0 3.0 7.0 2.0 5.0 3.0 3.0 4.0 11.0

Lufthansa [European] (n=100) 17.0 24.0 40.0 21.0 28.0 2.0 15.0 11.0 13.0 11.0 6.0 7.0 5.0 ― 9.0 6.0 6.0 2.0 6.0 4.0 5.0 ― ― 2.0 8.0 3.0 1.0 3.0 2.0 26.0

Etihad Airways [Middle East / Africa] (n=100) 10.0 26.0 26.0 6.0 9.0 25.0 19.0 5.0 12.0 12.0 12.0 15.0 2.0 2.0 13.0 6.0 15.0 11.0 6.0 18.0 16.0 6.0 ― 6.0 3.0 3.0 4.0 2.0 4.0 18.0

Emirates [Middle East / Africa] (n=100) 9.0 36.0 34.0 9.0 24.0 14.0 27.0 9.0 6.0 2.0 16.0 23.0 7.0 1.0 20.0 5.0 21.0 6.0 5.0 9.0 17.0 2.0 ― 4.0 5.0 4.0 1.0 1.0 ― 17.0

Qatar Airways [Middle East / Africa] (n=100) ― 18.0 21.0 1.0 10.0 17.0 14.0 8.0 15.0 11.0 8.0 11.0 3.0 2.0 9.0 2.0 12.0 18.0 3.0 5.0 7.0 4.0 ― 2.0 4.0 ― 6.0 7.0 1.0 28.0

Turkish Airlines [Middle East / Africa] (n=100) 20.0 24.0 14.0 11.0 17.0 8.0 16.0 10.0 11.0 17.0 11.0 11.0 8.0 ― 30.0 7.0 7.0 4.0 5.0 10.0 5.0 3.0 1.0 4.0 7.0 2.0 2.0 1.0 5.0 25.0

By

airline

0

10

20

30

40

Total

（％）

12

■Items of Importance When Choosing Airline (Total / Multiple Answer)




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Adv

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free

Total (n=4,000) 9.3 8.9 6.7 4.8 4.3 3.5 2.7 2.4 2.2 1.8 1.4 0.2 79.1

ANA [Japanese] (n=100) 3.0 11.0 6.0 6.0 1.0 4.0 3.0 1.0 1.0 1.0 3.0 ― 83.0

JAL [Japanese] (n=100) 11.0 11.0 4.0 5.0 5.0 3.0 4.0 4.0 1.0 ― 2.0 ― 78.0

● Vanilla Air [Japanese] (n=100) 20.0 25.0 15.0 12.0 9.0 4.0 1.0 2.0 2.0 3.0 1.0 ― 46.0

● Peach Aviation [Japanese] (n=100) 37.0 31.0 11.0 9.0 10.0 5.0 1.0 1.0 2.0 1.0 2.0 1.0 38.0

American Airlines [South / North American] (n=100) 7.0 6.0 5.0 3.0 5.0 7.0 6.0 1.0 1.0 4.0 1.0 1.0 77.0

Air Canada [South / North American] (n=100) 4.0 2.0 4.0 5.0 6.0 ― 2.0 1.0 1.0 2.0 1.0 ― 86.0

Delta Air Lines [South / North American] (n=100) 3.0 8.0 1.0 2.0 3.0 7.0 5.0 ― 1.0 ― ― ― 81.0

United Airlines [South / North American] (n=100) 5.0 6.0 8.0 5.0 5.0 5.0 1.0 1.0 ― 1.0 2.0 1.0 78.0

Qantas [Pacific / Oceania] (n=100) 14.0 17.0 13.0 8.0 3.0 6.0 6.0 9.0 6.0 8.0 4.0 ― 68.0

● Jetstar [Pacific / Oceania] (n=100) 42.0 31.0 32.0 15.0 17.0 7.0 2.0 9.0 8.0 1.0 ― ― 28.0

Air New Zealand [Pacific / Oceania] (n=100) 8.0 12.0 8.0 5.0 8.0 6.0 4.0 4.0 5.0 5.0 2.0 1.0 73.0

Hawaiian Airlines [Pacific / Oceania] (n=100) 10.0 5.0 5.0 4.0 2.0 7.0 2.0 2.0 5.0 2.0 2.0 ― 80.0

Asiana Airlines [Asian] (n=100) 12.0 5.0 8.0 5.0 ― 3.0 1.0 1.0 1.0 ― 2.0 1.0 82.0

● AirAsia X [Asian] (n=100) 29.0 33.0 33.0 15.0 23.0 6.0 1.0 3.0 1.0 ― ― ― 33.0

Eva Air [Asian] (n=100) 6.0 6.0 2.0 6.0 1.0 1.0 3.0 3.0 2.0 ― 1.0 ― 87.0

Garuda Indonesia [Asian] (n=100) 2.0 2.0 3.0 1.0 2.0 1.0 2.0 1.0 1.0 2.0 ― 1.0 94.0

Cathay Pacific Airways [Asian] (n=100) 4.0 7.0 3.0 2.0 2.0 1.0 4.0 1.0 2.0 2.0 1.0 ― 88.0

Singapore Airlines [Asian] (n=100) 5.0 7.0 6.0 5.0 5.0 4.0 4.0 2.0 3.0 2.0 ― ― 85.0

SriLankan Airlines [Asian] (n=100) 23.0 14.0 16.0 13.0 16.0 18.0 10.0 10.0 13.0 6.0 8.0 ― 64.0

Korean Air [Asian] (n=100) 7.0 5.0 4.0 3.0 ― 1.0 2.0 2.0 2.0 ― ― ― 86.0

Thai Airways [Asian] (n=100) 8.0 4.0 5.0 3.0 2.0 1.0 2.0 1.0 2.0 ― 1.0 ― 89.0

● Jeju Air [Asian] (n=100) 11.0 8.0 4.0 3.0 3.0 ― ― ― ― ― ― ― 80.0

China Airlines [Asian] (n=100) 6.0 4.0 4.0 4.0 3.0 1.0 3.0 3.0 1.0 ― ― ― 89.0

Air China [Asian] (n=100) 5.0 5.0 5.0 1.0 6.0 1.0 2.0 1.0 1.0 1.0 1.0 ― 86.0

China Eastern Airlines [Asian] (n=100) 9.0 4.0 2.0 2.0 5.0 ― 3.0 1.0 ― 3.0 1.0 ― 87.0

TransAsia Airways [Asian] (n=100) 9.0 9.0 7.0 9.0 3.0 6.0 3.0 4.0 7.0 5.0 3.0 1.0 84.0

Philippines Airlines [Asian] (n=100) 6.0 5.0 4.0 1.0 3.0 2.0 ― 2.0 ― ― ― ― 85.0

Vietnam Airlines [Asian] (n=100) 4.0 4.0 3.0 2.0 2.0 1.0 ― 3.0 1.0 ― 2.0 ― 93.0

Malaysia Airlines [Asian] (n=100) 4.0 14.0 7.0 5.0 2.0 1.0 5.0 1.0 4.0 2.0 ― ― 80.0

KLM Royal Dutch Airlines [European] (n=100) 7.0 7.0 4.0 3.0 2.0 9.0 1.0 2.0 2.0 3.0 1.0 ― 76.0

Alitalia [European] (n=100) 6.0 2.0 1.0 1.0 1.0 2.0 ― ― ― 1.0 ― ― 91.0

Air France [European] (n=100) 4.0 8.0 3.0 4.0 4.0 2.0 4.0 2.0 1.0 2.0 1.0 ― 84.0

Austrian Airlines [European] (n=100) 5.0 2.0 4.0 4.0 4.0 3.0 3.0 3.0 2.0 3.0 3.0 ― 88.0

Finnair [European] (n=100) 5.0 4.0 4.0 3.0 1.0 2.0 2.0 4.0 4.0 ― 1.0 1.0 89.0

British Airways [European] (n=100) 4.0 8.0 4.0 4.0 2.0 3.0 3.0 3.0 ― 3.0 1.0 ― 88.0

Lufthansa [European] (n=100) 5.0 4.0 5.0 4.0 ― 2.0 3.0 ― 1.0 3.0 2.0 ― 88.0

Etihad Airways [Middle East / Africa] (n=100) 8.0 8.0 4.0 3.0 1.0 4.0 4.0 1.0 1.0 3.0 1.0 ― 85.0

Emirates [Middle East / Africa] (n=100) 4.0 6.0 7.0 6.0 3.0 1.0 3.0 4.0 1.0 1.0 3.0 ― 86.0

Qatar Airways [Middle East / Africa] (n=100) 6.0 6.0 2.0 1.0 1.0 ― 1.0 2.0 1.0 1.0 2.0 ― 90.0

Turkish Airlines [Middle East / Africa] (n=100) 4.0 1.0 ― ― 1.0 2.0 1.0 ― ― ― ― ― 91.0

By

airline

0

20

40

60

80

100

Total

（％）

13


■Optional Services Not Free That Were Used (Total / Multiple Answer)

14

Part 2: Airline Evaluations



Am satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfied

Legend

Total (n=4,000) 3.69 3.70

By

airline1 （1） - Singapore Airlines [Asian] (n=100) 4.32 4.20

2 （3） ↑ ANA [Japanese] (n=100) 4.14 4.09

3 （15） ↑ KLM Royal Dutch Airlines [European] (n=100) 4.04 3.81

4 （4） - Air New Zealand [Pacific / Oceania] (n=100) 4.03 4.02

4 （5） ↑ Emirates [Middle East / Africa] (n=100) 4.03 4.01

4 （2） ↓ JAL [Japanese] (n=100) 4.03 4.18

7 （10） ↑ Thai Airways [Asian] (n=100) 3.92 3.92

7 （12） ↑ Air France [European] (n=100) 3.92 3.87

9 （21） ↑ Austrian Airlines [European] (n=100) 3.90 3.73

10 （8） ↓ Qatar Airways [Middle East / Africa] (n=100) 3.87 3.95

10 （23） ↑ British Airways [European] (n=100) 3.87 3.67

12 （5） ↓ Eva Air [Asian] (n=100) 3.85 4.01

13 （18） ↑ Cathay Pacific Airways [Asian] (n=100) 3.84 3.77

14 （8） ↓ Finnair [European] (n=100) 3.83 3.95

15 （26） ↑ Asiana Airlines [Asian] (n=100) 3.77 3.60

15 （14） ↓ Etihad Airways [Middle East / Africa] (n=100) 3.77 3.83

17 * * Qantas [Pacific / Oceania] (n=100) 3.76 *

18 （21） ↑ Garuda Indonesia [Asian] (n=100) 3.73 3.73

18 （20） ↑ China Airlines [Asian] (n=100) 3.73 3.74

18 （7） ↓ Turkish Airlines [Middle East / Africa] (n=100) 3.73 3.98

Satisfaction

points

last yearOrder

last year

Order

this year

Changes

in order

Satisfaction

points

14.7％

38.0

28.0

21.0

28.0

29.0

24.0

18.0

21.0

24.0

15.0

18.0

16.0

11.0

16.0

11.0

25.0

21.0

13.0

6.0

13.0

51.4

56.0

59.0

64.0

53.0

52.0

57.0

63.0

57.0

49.0

59.0

52.0

57.0

68.0

57.0

60.0

40.0

45.0

54.0

66.0

58.0

24.8

6.0

12.0

13.0

14.0

14.0

17.0

14.0

17.0

20.0

24.0

29.0

23.0

16.0

22.0

25.0

26.0

26.0

26.0

23.0

20.0

7.0

―

1.0

2.0

4.0

3.0

2.0

3.0

3.0

7.0

2.0

1.0

4.0

4.0

4.0

3.0

5.0

5.0

7.0

5.0

7.0

2.2

―

―

―

1.0

2.0

―

2.0

2.0

―

―

―

―

1.0

1.0

1.0

4.0

3.0

―

―

2.0

15

●The overall satisfaction total average was 3.69 points.

●Like last year, the top scorer this year was Singapore Airlines: 4.32 points. Second place

was ANA (4.14 points) and was followed by KLM (4.04 points), which increased its standing

significantly from 15th place last year.

●Austrian Airline (3.90 points) went last year from 21st place to 9th place, while British

Airways (3.87 points) jumped up last year from 23rd place to 10th place.

1. Overall Satisfaction: Top 20

■Airline Overall Satisfaction (Total / Single Answer)

† Satisfaction points are the weighted average based on calculations of "Am satisfied" as +5, "More satisfied than not" as +4,

"Can't say either way" as +3, "More dissatisfied than not" as +2, and "Am dissatisfied" as +1.

† "Overall Satisfactions Points" is not the total of satisfaction points by category but rather the figure calculated from individual

questions in this survey.

† Airlines noted with an asterisk are those for which comparisons are not available because they were not included in the prior survey.



Am satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfied

Legend

Total (n=4,000) 3.55 3.53

By

airline1 （1） - Singapore Airlines [Asian] (n=100) 4.08 4.01

2 （2） - ANA [Japanese] (n=100) 3.99 3.99

3 （3） - Emirates [Middle East / Africa] (n=100) 3.98 3.98

4 （5） ↑ Air New Zealand [Pacific / Oceania] (n=100) 3.89 3.92

5 （8） ↑ Etihad Airways [Middle East / Africa] (n=100) 3.79 3.80

6 （4） ↓ JAL [Japanese] (n=100) 3.78 3.96






12 （11） ↓ Finnair [European] (n=100) 3.73 3.71


13 （9） ↓ Air France [European] (n=100) 3.72 3.76

15 （7） ↓ Eva Air [Asian] (n=100) 3.71 3.84


17 （16） ↓ Cathay Pacific Airways [Asian] (n=100) 3.68 3.67


19 （15） ↓ Garuda Indonesia [Asian] (n=100) 3.64 3.68

20 （25） ↑ Korean Air [Asian] (n=100) 3.63 3.39

Satisfaction

points

last yearOrder

last year

Order

this year

Changes

in order

Satisfaction

points

11.0％

28.0

20.0

25.0

21.0

20.0

11.0

12.0

18.0

13.0

18.0

14.0

9.0

12.0

18.0

12.0

17.0

9.0

10.0

16.0

11.0

45.5

55.0

59.0

55.0

52.0

53.0

58.0

56.0

50.0

57.0

46.0

52.0

59.0

52.0

43.0

55.0

47.0

54.0

54.0

43.0

50.0

33.2

14.0

21.0

15.0

24.0

16.0

29.0

29.0

24.0

25.0

30.0

29.0

28.0

32.0

34.0

27.0

25.0

33.0

29.0

30.0

32.0

8.0

3.0

―

3.0

1.0

8.0

2.0

3.0

7.0

2.0

5.0

4.0

4.0

4.0

3.0

4.0

10.0

4.0

7.0

11.0

5.0

2.4

―

―

2.0

2.0

3.0

―

―

1.0

3.0

1.0

1.0

―

―

2.0

2.0

1.0

―

―

―

2.0

（％）

Sample

Newness/

cleanness of

plane

Width/

comfort of

seats

Comfort of

temperature/

climate

control/

light control

Wi-Fi/

Internet

connection

Extent of

in-flight

amenities

available

Comfort of

toiletsOther

Nothing in

particular

Reasons for satisfaction 2,260 38.4 37.8 26.1 5.8 19.9 11.8 0.9 22.6

Reasons for dissatisfaction 1,740 14.9 31.0 7.8 6.1 12.6 9.5 2.9 43.5

16

2. Satisfaction by Attribute

1) Aircraft Equipment and Amenities: Top 20

■Satisfaction with Aircraft Equipment and Amenities (Total / Single Answer)

† "Reasons for satisfaction" were asked to those who gave "Am satisfied" or "More satisfied than not."

† "Reasons for dissatisfaction" were asked to those who gave "Can’t say either way", "More dissatisfied than not" or "Am dissatisfied."

●The total average of satisfaction with "Aircraft Equipment and Amenities" was 3.55 points.

●The TOP3 was the same as last year: Singapore Airlines (4.08 points) was followed by

ANA (3.99 points) and Emirates (3.98 points).

●KLM (3.77 points) went last year from 14th place to 7th place, while Austrian Airline (3.77

points) went last year from 16th place to 7th place.

●The top reasons for satisfaction and reasons for dissatisfaction were

"Newness/cleanness of plane" and "Width/comfort of seats."



■Reasons for Satisfaction / Reasons for Dissatisfaction with Aircraft Equipment and Amenities

(Total / Multiple Answer)



Am satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfied

Legend

Total (n=4,000) 3.62 3.63

By

airline1 （2） ↑ ANA [Japanese] (n=100) 4.19 4.08

2 （3） ↑ Singapore Airlines [Asian] (n=100) 4.13 4.03

3 （1） ↓ JAL [Japanese] (n=100) 3.97 4.11

4 （4） - Air New Zealand [Pacific / Oceania] (n=100) 3.96 3.98



6 （12） ↑ Finnair [European] (n=100) 3.85 3.81

8 （5） ↓ Eva Air [Asian] (n=100) 3.83 3.90



11 （9） ↓ Thai Airways [Asian] (n=100) 3.79 3.84



13 （13） - Air France [European] (n=100) 3.74 3.79

15 （19） ↑ Asiana Airlines [Asian] (n=100) 3.72 3.70






19 （10） ↓ Lufthansa [European] (n=100) 3.70 3.83

Satisfaction

points

last yearOrder

last year

Order

this year

Changes

in order

Satisfaction

points

12.7％

36.0

32.0

21.0

26.0

19.0

17.0

16.0

12.0

22.0

15.0

14.0

11.0

13.0

16.0

12.0

16.0

20.0

10.0

18.0

11.0

12.0

47.3

48.0

52.0

57.0

49.0

58.0

55.0

58.0

59.0

44.0

58.0

57.0

56.0

53.0

52.0

52.0

48.0

43.0

55.0

48.0

58.0

55.0

31.6

15.0

14.0

20.0

20.0

17.0

24.0

22.0

29.0

29.0

22.0

25.0

31.0

29.0

25.0

33.0

28.0

26.0

31.0

23.0

24.0

25.0

6.5

1.0

1.0

2.0

5.0

3.0

4.0

3.0

―

4.0

3.0

2.0

2.0

5.0

4.0

2.0

8.0

11.0

4.0

8.0

4.0

7.0

1.9

―

1.0

―

―

3.0

―

1.0

―

1.0

2.0

2.0

―

―

3.0

1.0

―

―

―

3.0

3.0

1.0

（％）

Sample

Speed of

response

Courtesy of

response

Accuracy of

response

Announcements

at time of

takeoff, landing,

etc.

OtherNothing in

particular

Reasons for satisfaction 2,399 22.3 56.9 24.3 16.2 1.3 20.8

Reasons for dissatisfaction 1,601 11.1 26.0 9.9 6.5 3.7 54.6

17


2) Service by Cabin Crew: Top 20

■Satisfaction with Service by Cabin Crew (Total / Single Answer)



●The total average of satisfaction with the "service by cabin crew" was 3.62 points.

●ANA had a score of 4.19 points and went last year from 2nd place to the top spot. This

was followed by Singapore Airlines (4.13 points) and Japan Airlines (3.97 points), which

meant that two Japanese carriers made the TOP3.

●KLM (3.85 points) went last year from 15th place to 6th place, while Finnair (3.85 points)

went last year from 12nd place to 6th place.

●The top reason for satisfaction and reason for dissatisfaction were both "Courtesy of

response."

■Reasons for Satisfaction / Reasons for Dissatisfaction with Service by Cabin Crew






Am satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfied

Legend

Total (n=4,000) 3.61 3.62

By

airline1 （1） - ANA [Japanese] (n=100) 4.12 4.07

2 （3） ↑ Singapore Airlines [Asian] (n=100) 4.01 3.97


4 （2） ↓ JAL [Japanese] (n=100) 3.87 4.05


6 （5） ↓ Eva Air [Asian] (n=100) 3.84 3.89






12 （8） ↓ Air France [European] (n=100) 3.75 3.80





17 * * SriLankan Airlines [Asian] (n=100) 3.68 *


18 （11） ↓ Lufthansa [European] (n=100) 3.66 3.78

20 （23） ↑ Alitalia [European] (n=100) 3.65 3.58



Satisfaction

points

last yearOrder

last year

Order

this year

Changes

in order

Satisfaction

points

11.7％

27.0

23.0

23.0

16.0

22.0

10.0

19.0

13.0

17.0

13.0

12.0

20.0

14.0

7.0

19.0

9.0

17.0

15.0

8.0

15.0

11.0

8.0

47.6

59.0

58.0

50.0

59.0

45.0

64.0

49.0

57.0

51.0

59.0

59.0

46.0

51.0

58.0

45.0

59.0

45.0

49.0

60.0

48.0

48.0

55.0

32.8

13.0

17.0

23.0

22.0

30.0

26.0

27.0

27.0

28.0

21.0

24.0

27.0

28.0

33.0

26.0

24.0

30.0

25.0

24.0

27.0

37.0

31.0

5.8

1.0

1.0

3.0

2.0

2.0

―

4.0

2.0

1.0

6.0

3.0

3.0

7.0

2.0

7.0

8.0

5.0

9.0

6.0

7.0

3.0

6.0

2.2

―

1.0

1.0

1.0

1.0

―

1.0

1.0

3.0

1.0

2.0

4.0

―

―

3.0

―

3.0

2.0

2.0

3.0

1.0

―

（％）

Sample

Smoothness of

check-in,

baggage check

Announcements

about boarding

gate and

connecting

Announcements

about baggage

inspections and

limitations on

carry-on bags

Information

about/response

to excess

baggage charge

OtherNothing in

particular

Reasons for satisfaction 2,370 63.2 29.7 16.1 6.2 1.1 23.2

Reasons for dissatisfaction 1,630 22.9 13.7 7.0 3.4 3.1 59.6

18

●The total average of satisfaction with the "service by ground crew" was 3.61 points.

●As was the case last year, ANA scored 4.12 points and took the top spot. This was

followed by Singapore Airlines (4.01 points) and Air New Zealand (3.91 points).

●Austrian Airline scored 3.85 points and went last year from 13th place to 5th place, while

British Airways had a score of 3.81 points and shot up from 24th place last year to 7th place.

●The top response in terms of both reasons for satisfaction and reasons for dissatisfaction

was "Smoothness of check-in, baggage check."


3) Service by Ground Crew: Top 20

■Satisfaction with Service by Ground Crew (Total / Single Answer)



■Reasons for Satisfaction / Reasons for Dissatisfaction with Service by Ground Crew






Am satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfied

Legend

Total (n=3,833) 3.55 3.59

By

airline1 （2） ↑ Singapore Airlines [Asian] (n=100) 4.11 4.00





6 （6） - ANA [Japanese] (n=100) 3.91 3.85

7 （12） ↑ Air France [European] (n=100) 3.87 3.72



10 （22） ↑ Alitalia [European] (n=100) 3.76 3.52



13 （7） ↓ JAL [Japanese] (n=100) 3.74 3.84






19 （11） ↓ Eva Air [Asian] (n=100) 3.64 3.74

19 （18） ↓ Cathay Pacific Airways [Asian] (n=100) 3.64 3.64

19 * * SriLankan Airlines [Asian] (n=100) 3.64 *

Satisfaction

points

last yearOrder

last year

Order

this year

Changes

in order

Satisfaction

points

13.2％

27.0

24.0

26.0

24.0

22.0

18.0

29.0

24.0

12.0

16.0

22.0

10.0

19.0

19.0

16.0

21.0

11.0

12.0

9.0

11.0

15.0

44.9

58.0

60.0

48.0

48.0

52.0

60.0

38.0

47.0

61.0

55.0

49.0

60.0

48.0

46.0

49.0

41.0

54.0

55.0

54.0

50.0

43.0

28.5

14.0

12.0

24.0

25.0

22.0

19.0

25.0

19.0

20.0

21.0

17.0

25.0

22.0

25.0

27.0

27.0

27.0

22.0

30.0

31.0

34.0

10.3

1.0

3.0

2.0

3.0

4.0

1.0

7.0

7.0

7.0

5.0

6.0

5.0

10.0

9.0

5.0

9.0

6.0

8.0

6.0

8.0

7.0

3.1

―

1.0

―

―

―

2.0

1.0

3.0

―

3.0

6.0

―

1.0

1.0

3.0

2.0

2.0

3.0

1.0

―

1.0

19


4) In-flight Food and Drink Service: Top 20

●The total average of satisfaction with "in-flight food and drink service" was 3.55 points.

●Singapore Airlines had a score of 4.11 points and went from 2nd place last year to the top

spot. This was followed by Emirates (4.03 points) and Air New Zealand (3.98 points).

● Given most as both reasons for satisfaction and reasons for dissatisfaction was "Taste of

meals."



† Tabulated with AirAsia X, Jeju Air, Jetstar Airways, Vanilla Air, and Peach Aviation, which has less than 80s users.

■Satisfaction with in-flight Food and Drink Service

(in-flight food and drink service users / Single Answer)

■Reasons for Satisfaction / Reasons for Dissatisfaction with in-flight Food and Drink Service

(in-flight food and drink service users / Multiple Answer)



（％）

Sample

Taste of mealsAmount of

meals

Refreshments,

snacks,

desserts

Soft drinksAlcoholic

beverages

Extent of

meals and

drinks provided

for free

OtherNothing in

particular

Reasons for satisfaction 2,226 63.5 42.4 27.9 31.9 32.1 33.2 0.7 6.4

Reasons for dissatisfaction 1,607 52.0 13.8 10.1 5.8 6.7 12.3 2.7 27.4



Am satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfied

Legend

Total (n=3,857) 3.39 3.34

By

airline1位（1位） - Emirates [Middle East / Africa] (n=100) 4.03 4.07

2位（5位） ↑ Singapore Airlines [Asian] (n=100) 3.96 3.77

3位（6位） ↑ Air New Zealand [Pacific / Oceania] (n=100) 3.93 3.73

4位（3位） ↓ ANA [Japanese] (n=100) 3.89 3.85

5位（2位） ↓ JAL [Japanese] (n=100) 3.84 3.93

6位（12位） ↑ KLM Royal Dutch Airlines [European] (n=100) 3.79 3.52

7位（13位） ↑ Air France [European] (n=100) 3.75 3.51

8位（4位） ↓ Qatar Airways [Middle East / Africa] (n=100) 3.69 3.79

9位 * * Qantas [Pacific / Oceania] (n=100) 3.63 *

10位（9位） ↓ Cathay Pacific Airways [Asian] (n=100) 3.62 3.56

10位（15位） ↑ Austrian Airlines [European] (n=100) 3.62 3.50

12位（20位） ↑ British Airways [European] (n=100) 3.55 3.39

13位（11位） ↓ Thai Airways [Asian] (n=100) 3.53 3.55

14位（8位） ↓ Turkish Airlines [Middle East / Africa] (n=100) 3.52 3.59

15位（13位） ↓ Etihad Airways [Middle East / Africa] (n=100) 3.51 3.51

16位（20位） ↑ Garuda Indonesia [Asian] (n=100) 3.50 3.39

17位（22位） ↑ Finnair [European] (n=100) 3.49 3.38

18位 * * SriLankan Airlines [Asian] (n=100) 3.47 *

18位（16位） ↓ China Airlines [Asian] (n=100) 3.47 3.48

18位（9位） ↓ Lufthansa [European] (n=100) 3.47 3.56

Satisfaction

points

last yearOrder

last year

Order

this year

Changes

in order

Satisfaction

points

10.9％

30.0

23.0

27.0

17.0

15.0

14.0

16.0

14.0

18.0

8.0

14.0

13.0

9.0

11.0

19.0

13.0

12.0

17.0

8.0

9.0

38.9

48.0

56.0

48.0

59.0

59.0

53.0

48.0

50.0

37.0

57.0

45.0

44.0

49.0

45.0

40.0

39.0

40.0

31.0

44.0

46.0

32.6

18.0

17.0

17.0

21.0

21.0

31.0

32.0

28.0

36.0

25.0

33.0

31.0

31.0

31.0

20.0

34.0

36.0

36.0

36.0

30.0

13.4

3.0

2.0

7.0

2.0

5.0

2.0

3.0

7.0

8.0

9.0

5.0

9.0

8.0

11.0

15.0

13.0

9.0

14.0

11.0

13.0

4.1

1.0

2.0

1.0

1.0

―

―

1.0

1.0

1.0

1.0

3.0

3.0

3.0

2.0

6.0

1.0

3.0

2.0

1.0

2.0

（％）

Sample

Number of TV

channels and

movies

Movies/TV

programs

available

Number of

music

channels

Music program

content

Game

types/content

In-flight

magazine

Magazines,

newspapers

On-demand

broadcastsSeatback TV

Extent of the

free

entertainment

that is

available

Prices,

selection, etc.

of in-flight

sales

OtherNothing in

particular

Reasons for satisfaction 1,924 44.6 51.5 14.6 13.6 9.2 10.5 7.8 4.5 4.7 10.1 3.2 0.3 16.1

Reasons for dissatisfaction 1,933 22.2 35.1 7.1 7.9 5.1 5.8 5.4 2.3 3.8 7.0 2.5 3.7 39.6

20

●The satisfaction score for "inflight entertainment" had an overall average of 3.39 points,

which was the lowest score out of the five categories.

●Like last year, the top scorer this year was Emirates at 4.03 points. This was followed

by Singapore Airlines (3.96 points) and Air New Zealand (3.93 points).

●Given by notably many as the reasons for satisfaction and reasons for dissatisfaction

were "Movies / TV programs available" and "Number of TV channels and movies."


5) In-flight Entertainment: Top 20

■Satisfaction with in-flight Entertainment (in-flight entertainment users / Single Answer)

■Reasons for Satisfaction / Reasons for Dissatisfaction with in-flight Entertainment

(in-flight entertainment users / Multiple Answer)





† Tabulated with AirAsia X, Jeju Air, Jetstar Airways, Vanilla Air, and Peach Aviation, which has less than 80s users.



Am

satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfiedDon't know

Legend

Total (n=4,000) 3.70

By

airline1 Qatar Airways [Middle East / Africa] (n=100) 3.98

2 Emirates [Middle East / Africa] (n=100) 3.95

3 Singapore Airlines [Asian] (n=100) 3.94

4 Etihad Airways [Middle East / Africa] (n=100) 3.94

5 China Airlines [Asian] (n=100) 3.86

6 ● Jeju Air [Asian] (n=100) 3.85

7 Thai Airways [Asian] (n=100) 3.84

8 Air New Zealand [Pacific / Oceania] (n=100) 3.84

9 Turkish Airlines [Middle East / Africa] (n=100) 3.83

10 Eva Air [Asian] (n=100) 3.83

11 ● Vanilla Air [Japanese] (n=100) 3.81

12 KLM Royal Dutch Airlines [European] (n=100) 3.80

13 ● Peach Aviation [Japanese] (n=100) 3.80

14 Air France [European] (n=100) 3.80

15 Asiana Airlines [Asian] (n=100) 3.78

16 TransAsia Airways [Asian] (n=100) 3.78

17 Finnair [European] (n=100) 3.77

18 ANA [Japanese] (n=100) 3.77

19 United Airlines [South / North American] (n=100) 3.74

20 ● AirAsia X [Asian] (n=100) 3.73

Order

this year

Satisfaction

points

14.7％

24.0

24.0

20.0

29.0

16.0

17.0

13.0

22.0

22.0

13.0

16.0

18.0

21.0

20.0

14.0

16.0

12.0

11.0

12.0

15.0

47.1

51.0

48.0

53.0

40.0

53.0

59.0

60.0

48.0

42.0

57.0

54.0

42.0

54.0

43.0

54.0

50.0

54.0

58.0

53.0

54.0

27.9

19.0

19.0

24.0

17.0

21.0

17.0

16.0

20.0

21.0

24.0

25.0

37.0

13.0

24.0

23.0

27.0

27.0

27.0

28.0

24.0

4.4

2.0

2.0

1.0

3.0

4.0

3.0

3.0

6.0

4.0

3.0

2.0

―

8.0

3.0

3.0

4.0

2.0

2.0

3.0

3.0

2.2

1.0

2.0

―

4.0

―

3.0

2.0

2.0

3.0

―

2.0

―

4.0

3.0

2.0

1.0

1.0

1.0

1.0

4.0

3.8

3.0

5.0

2.0

7.0

6.0

1.0

6.0

2.0

8.0

3.0

1.0

3.0

―

7.0

4.0

2.0

4.0

1.0

3.0

―

21

●For cost performance, the overall average of satisfaction was 3.70 points.

●The top spot was earned by Qatar Airways with 3.98 points. This was followed by

Emirates (3.95 points) and Singapore Airlines (3.94 points).

●The top reasons for both satisfaction and dissatisfaction was "Price of the air fare."

3. Satisfaction with Cost Performance: TOP20

■Satisfaction with cost performance (Total / Single Answer)

■Reasons for Satisfaction / Reasons for Dissatisfaction with cost performance

(Answers about satisfaction / Multiple Answer)






（％）

Sample

Air fare ticket

Inflight

food/drink and

service

Service by

cabin crew

Service by

ground crew

Equipment on

aircraft

Inflight

entertainment

Safety/

reliabilityOther

None of the

above

Reasons for satisfaction 2,469 64.1 43.5 33.7 22.6 24.0 25.4 25.2 1.8 4.1

Reasons for dissatisfaction 1,379 33.1 27.7 17.0 12.8 16.1 22.6 8.6 5.2 26.3



Would very

much like to

use

Would like to

use

Can't say

either way

Would not

really like to

use

Would not like

to use again

Legend

Total (n=4,000) 65.0

ANA (n=100) 88.0

JAL (n=100) 89.0

● Vanilla Air (n=100) 67.0

● Peach Aviation (n=100) 81.0

American Airlines (n=100) 44.0

Air Canada (n=100) 60.0

Delta Air Lines (n=100) 64.0

United Airlines (n=100) 58.0

Qantas (n=100) 68.0

● Jetstar (n=100) 60.0

Air New Zealand (n=100) 79.0

Hawaiian Airlines (n=100) 59.0

Asiana Airlines (n=100) 71.0

● AirAsia X (n=100) 69.0

Eva Air (n=100) 68.0

Garuda Indonesia (n=100) 67.0

Cathay Pacific Airways (n=100) 69.0

Singapore Airlines (n=100) 89.0

SriLankan Airlines (n=100) 61.0

Korean Air (n=100) 60.0

Thai Airways (n=100) 84.0

● Jeju Air (n=100) 70.0

China Airlines (n=100) 72.0

Air China (n=100) 35.0

China Eastern Airlines (n=100) 30.0

TransAsia Airways (n=100) 53.0

Philippines Airlines (n=100) 38.0

Vietnam Airlines (n=100) 52.0

Malaysia Airlines (n=100) 60.0

KLM Royal Dutch Airlines (n=100) 75.0

Alitalia (n=100) 57.0

Air France (n=100) 71.0

Austrian Airlines (n=100) 64.0

Finnair (n=100) 74.0

British Airways (n=100) 69.0

Lufthansa (n=100) 61.0

Etihad Airways (n=100) 66.0

Emirates (n=100) 75.0

Qatar Airways (n=100) 61.0

Turkish Airlines (n=100) 60.0

Intention

to Use

Again

Total

By

airline

Japanese

South /

North American

Pacific / Oceania

Asian

European

Middle East /

Africa

16.2％

26.0

31.0

15.0

25.0

12.0

9.0

8.0

9.0

21.0

13.0

28.0

19.0

15.0

12.0

13.0

14.0

12.0

29.0

20.0

12.0

18.0

15.0

11.0

6.0

5.0

6.0

5.0

8.0

11.0

22.0

12.0

25.0

20.0

18.0

20.0

15.0

26.0

29.0

19.0

14.0

48.8

62.0

58.0

52.0

56.0

32.0

51.0

56.0

49.0

47.0

47.0

51.0

40.0

56.0

57.0

55.0

53.0

57.0

60.0

41.0

48.0

66.0

55.0

61.0

29.0

25.0

47.0

33.0

44.0

49.0

53.0

45.0

46.0

44.0

56.0

49.0

46.0

40.0

46.0

42.0

46.0

26.4

11.0

10.0

22.0

7.0

43.0

31.0

28.0

33.0

22.0

26.0

16.0

31.0

24.0

24.0

27.0

27.0

28.0

11.0

27.0

28.0

11.0

18.0

21.0

39.0

49.0

36.0

42.0

37.0

30.0

22.0

30.0

24.0

28.0

25.0

29.0

30.0

21.0

20.0

32.0

34.0

6.3

1.0

1.0

10.0

6.0

9.0

7.0

6.0

8.0

7.0

8.0

4.0

9.0

5.0

4.0

5.0

6.0

2.0

―

9.0

10.0

2.0

8.0

7.0

19.0

11.0

9.0

12.0

9.0

7.0

3.0

9.0

3.0

5.0

―

2.0

8.0

9.0

3.0

5.0

4.0

2.4

―

―

1.0

6.0

4.0

2.0

2.0

1.0

3.0

6.0

1.0

1.0

―

3.0

―

―

1.0

―

3.0

2.0

3.0

4.0

―

7.0

10.0

2.0

8.0

2.0

3.0

―

4.0

2.0

3.0

1.0

―

1.0

4.0

2.0

2.0

2.0

22

●The intention to use again total (i.e., "Would very much like to use" : 16% and "Would like to

use") was 65%.

● A breakdown by airline shows that for "Intention to use again - total" Japan Airlines and

Singapore Airlines tied at the top spot with 89%. This was followed by ANA (88%).

● Among LCCs, the "Intention to use again - total" score for Peach Aviation was 81%,

which was 5th place out of the total.

4. Intention to Use Again

■Intention to Use Again (Total / Single Answer)




(n=4,000) (％) Ranking (n=4,000)

1 ANA [Japanese] n=2,174 54.4 1 62.5 ↓

2 JAL [Japanese] n=1,833 45.8 2 49.8 ↓

3 Singapore Airlines [Asian] n=806 20.2 3 20.1 ―

4 Emirates [Middle East / Africa] n=648 16.2 4 14.8 ↑

5 Lufthansa [European] n=290 7.3 5 7.3 ―

6 ● Peach Aviation [Japanese] n=268 6.7 8 4.9 ↑

7 Delta Air Lines [South / North American] n=242 6.1 7 5.3 ―

8 Air France [European] n=226 5.7 6 6.5 ―

9 United Airlines [South / North American] n=213 5.3 12 4.0 ↑

9 Cathay Pacific Airways [Asian] n=213 5.3 9 4.8 ―

11 ● Vanilla Air [Japanese] n=168 4.2 22 2.3 ↑

12 Finnair [European] n=161 4.0 14 3.7 ―

13 Qatar Airways [Middle East / Africa] n=156 3.9 13 3.8 ―

14 Hawaiian Airlines [Pacific / Oceania] n=146 3.7 20 2.5 ↑

15 Thai Airways [Asian] n=143 3.6 11 4.2 ―

16 Air New Zealand [Pacific / Oceania] n=138 3.5 18 2.5 ↑

17 Qantas [Pacific / Oceania] n=131 3.3 17 2.6 ―

18 KLM Royal Dutch Airlines [European] n=124 3.1 10 4.6 ↓

19 Virgin Atlantic n=110 2.8 16 3.0 ―

20 Air Canada [South / North American] n=104 2.6 19 2.5 ―

20 American Airlines [South / North American] n=104 2.6 25 1.9 ―

22 Etihad Airways [Middle East / Africa] n=99 2.5 27 1.9 ―

23 British Airways [European] n=91 2.3 23 2.2 ―

24 ● Jetstar [Pacific / Oceania] n=85 2.1 39 0.7 ↑

25 Korean Air [Asian] n=75 1.9 28 1.8 ―

26 Swiss International Airlines n=68 1.7 21 2.4 ―

27 Alitalia [European] n=63 1.6 30 1.7 ―

28 Turkish Airlines [Middle East / Africa] n=60 1.5 25 1.9 ―

28 Asiana Airlines [Asian] n=60 1.5 32 1.4 ―

30 China Airlines [Asian] n=56 1.4 35 0.8 ―

31 Malaysia Airlines [Asian] n=46 1.2 35 0.8 ―

32 Austrian Airlines [European] n=44 1.1 31 1.4 ―

33 Eva Air [Asian] n=43 1.1 33 1.1 ―

34 Vietnam Airlines [Asian] n=35 0.9 39 0.7 ―

35 ● Jetstar Asia Airways n=33 0.8 56 0.2 ―

36 Garuda Indonesia [Asian] n=31 0.8 38 0.7 ―

37 Scandinavian Airlines n=30 0.8 34 1.0 ―

38 ● AirAsia X [Asian] n=29 0.7 42 0.5 ―

39 ● Thai AirAsia X n=27 0.7 48 0.3 ―

40 Air Tahiti Nui n=22 0.6 37 0.7 ―

41 ● Jeju Air [Asian] n=20 0.5 47 0.4 ―

41 Aero Mexico n=20 0.5 45 0.4 ―

43 China Eastern Airlines [Asian] n=18 0.5 45 0.4 ―

44 Air China [Asian] n=15 0.4 50 0.3 ―

45 Philippines Airlines [Asian] n=13 0.3 42 0.5 ―

45 ● Cebu Pacific Air n=13 0.3 41 0.6 ―

47 Tigerair Taiwan n=12 0.3 * * *

47 SriLankan Airlines [Asian] n=12 0.3 57 0.1 ―

47 Aeroflot n=12 0.3 48 0.3 ―

50 China Southern Airlines n=11 0.3 61 0.1 ―

51 ● Hong Kong Express Airways n=10 0.3 44 0.5 ―

51 US Airways n=10 0.3 50 0.3 ―

53 South African Airways n=9 0.2 61 0.1 ―

54 TransAsia Airways [Asian] n=8 0.2 75 ― ―

54 ● Scoot n=8 0.2 54 0.2 ―

54 ● Air Busan n=8 0.2 61 0.1 ―

54 Air Calédonie International n=8 0.2 50 0.3 ―

58 ● Spring Airlines n=6 0.2 53 0.2 ―

58 Air Macau n=6 0.2 61 0.1 ―

60 ● Jin Air n=5 0.1 61 0.1 ―

60 Ethiopian Airlines n=5 0.1 61 0.1 ―

62 Juneyao Airlines n=4 0.1 81 ― ―

62 Dragonair n=4 0.1 54 0.2 ―

62 Bangkok Airways n=4 0.1 57 0.1 ―

62 Air Niugini n=4 0.1 59 0.1 ―

62 ● T'Way Airlines n=4 0.1 61 0.1 ―

62 Air Indian n=4 0.1 81 ― ―

62 Uzbekistan Airways n=4 0.1 81 ― ―

62 Asian Air n=4 0.1 75 ― ―

70 Siberia Airlines (S7 Airlines) n=3 0.1 75 ― ―

70 Aurora n=3 0.1 72 0.1 ―

70 EgyptAir n=3 0.1 59 0.1 ―

73 Shinzhen Air n=2 0.1 81 ― ―

73 Hong Kong Airlines n=2 0.1 61 0.1 ―

73 Miat Mongolian Airlines n=2 0.1 72 0.1 ―

73 Pakistan International Airlines n=2 0.1 81 ― ―

73 Iran Air n=2 0.1 61 0.1 ―

73 ● Eastar Jet n=2 0.1 61 0.1 ―

79 Shandong Airlines n=1 ― 81 ― ―

79 Jet Airways n=1 ― 75 ― ―

79 Jet Asia Airways n=1 ― 81 ― ―

82 Shanghai Airlines n=0 ― 75 ― ―

82 Asia Atlantic Airlines n=0 ― 81 ― ―

Other n=21 0.5 0.5

Don't know n=305 7.6 6.3

2016 Survey 2015 Survey Rate of

increase0 10 20 30 40 50 60

2016 Survey（％）

23

● When respondents were asked which airline they would most like to try, ANA (54%) was

the top response - same as last year. This was followed by Japan Airlines at 46%, which

indicates that these two Japanese carriers maintained high usage intention rates.

● Among LCCs, Peach Aviation took 6th place with a score of 7%.

5. Airlines Desired for Future Use

■Airlines Desired for Future Use (Total / Up to 3)

† Respondents were asked about airlines they would like to try using for international flights.


† Airlines noted with an asterisk are those for which comparisons are not available because they were not included in the prior survey.

† Rate of increase: The arrow indicates increases/decreases for airlines for which there were changes of plus or minus one point

between the 2015 survey and 2016 survey.

Issue :JULY 2016

AB-ROAD Research Center, Travel Information Div. Recruit Lifestyle Co.,Ltd.GranTokyoSOUTHTOWER,1-9-2 MarunouchiChiyoda-ku Tokyo, JapanCopyright(C) Recruit Lifestyle Co.,Ltd.

2016 market survey of airline satisfaction · ・optional services not free that were ... asiana...

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