2019 airline satisfaction survey · 2019-07-09 · part 1: outline of this report airline...
TRANSCRIPT
2019Airline SatisfactionSurvey
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 Household 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
・ Whether Airline Website/app Was Used for Overseas Travel 8
・ Purpose for Use of Airline Website/app 9
・ Items of Importance When Choosing Airline 10
・ Optional Services Not Free That Were Used 12
Part 2: Airline Evaluations 13
1. Overall Satisfaction 14
2. Satisfaction by Attribute 15
1) Aircraft Equipment and Amenities 15
2) Service by Cabin Crew 16
3) Service by Ground Crew 17
4) In-flight Food and Drink Service 18
5) In-flight Entertainment 19
3. Satisfaction with Cost Performance 20
4. Intention to Use Again 21
5. Airlines Desired for Future Use 22
3
Part 1: Outline of This Report
Part 1: Outline of This Report
Airline Satisfaction Survey 2019
"2019 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 Mighty Monitors of INTAGE Inc., these were Japanese citizens aged 18 years and over who traveled
overseas in the year 2018 (the month of departure being in 2018).
○Timing
Tue. 19 Mar through Mon. 25 Mar, 2019
○Research Method
Internet survey
○Numbers Tabulated
5,398 respondents (respondents contacted: 6,609; samples collected:5,574 (successful collection rate of :84.3%))
○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.
1. Outline of the Survey
4
○Objective
Get airline evaluations from those who traveled overseas in 2018.
○Respondents
The survey was done on 8,797 respondents selected from the Mighty Monitors of INTAGE Inc. These were Japanese citizens
aged 18 years and over who traveled overseas in the year 2018 (the month of departure being in 2018).
* Respondents included also those who traveled for work purposes and those on long-term stays.
○Timing
Thu. 11 April through Mon. 15 April, 2019
○Research Method
Internet survey
○Tabulation Numbers
4,000 respondents (respondents contacted: 8,797, samples collected: 4,612s (successful collection rate of 52.4%))
* 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, Scoot, Korean Air, Tigerair Taiwan, Thai Airways, Jeju Air, China Airlines,
Air China, China Eastern Airlines, T'Way Airlines, Philippines Airlines, Vietnam Airlines, Hong Kong Airlines, Malaysia Airlines,
Alitalia, Air France, KLM Royal Dutch Airlines, Finnair, British Airways, Lufthansa, 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 2018, according to the
results of the “2019 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.
“2018 Airline Satisfaction Survey” - Timing: 12 April through 16 April 2018; Sample size tabulated: 4,000s (100 samples
for each airline)
(3) In this survey, respondents who in 2018 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 1.1909503 0.9306421 0.7390101 0.7511008 0.9977771
Female 1.2256043 1.0749071 1.1026477 1.1854399 1.1373989
Part 1: Outline of This Report
Airline Satisfaction Survey 20195
2. Profile of the Respondents
(n=4,000) (n=4,000)
■Gender(Total / Single Answer) ■Age (Total / Single Answer)
Male
51.4%
Female
48.6%
18-29 yrs
11.6%
30-39 yrs
14.4%
40-49 yrs
19.1%50-59 yrs
23.7%
60 yrs+
31.4%
■Area of Residence (Total / Single Answer)
■Occupation (Total / Single Answer)
■Annual Household Income (Total / Single Answer)
(%)
Hokkaido TohokuKanto
Total
Kita
Kanto
4
prefectures
Hokuriku/
Koshinetsu
Chubu/
Tokai
Kansai
TotalKeihanshin
Other
KinkiChugoku Shikoku
Kyushu/
Okinawa
Sample
Total 4,000 3.0 2.9 46.8 3.0 43.8 3.0 11.2 22.1 18.7 3.3 3.5 1.5 6.2
(%)
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 14.8 6.5 4.7 4.5 11.8 4.1 6.1 3.3 3.2 9.6 3.0 14.6 12.4 1.5
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 10.4 9.8 8.9 8.9 6.6 7.0 12.2 13.4 7.9 15.2
0
5
10
15
20
Total
(%)
Part 1: Outline of This Report
Airline Satisfaction Survey 20196
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 13.6 18.0 4.0 23.9 2.2 10.1 6.5 3.6 12.1 2.6 1.0 2.5
0
5
10
15
20
25
Total
(%)
■Purpose for Overseas Travel and Persons Accompanying (Total / Single Answer)
■Overseas Travel Type (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
■Time Spent on Flight (per one-way) (Total / Single Answer)
[Package]
Full
package
[Package]
Medium
package
[Package]
Skelton[FIT]
Legend
Total 48.5
Package
Tour
Total
(n=4,000) 16.3% 12.0 20.2 51.5
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) 38.8% 29.7 31.6
Part 1: Outline of This Report
Airline Satisfaction Survey 2019
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)
● Scoot (n=100)
Korean Air (n=100)
● Tigerair Taiwan (n=100)
Thai Airways (n=100)
● Jeju Air (n=100)
China Airlines (n=100)
Air China (n=100)
China Eastern Airlines (n=100)
● T'Way Airlines (n=100)
Philippines Airlines (n=100)
Vietnam Airlines (n=100)
Hong Kong Airlines (n=100)
Malaysia Airlines (n=100)
Alitalia (n=100)
Air France (n=100)
KLM Royal Dutch Airlines (n=100)
Finnair (n=100)
British Airways (n=100)
Lufthansa (n=100)
Emirates (n=100)
Qatar Airways (n=100)
Turkish Airlines (n=100)
Pac
ific /
Ocean
iaM
iddl
e E
ast
/
Afr
ica
Euro
pean
Asi
an
By
airline
I haven't
arranged
myself
South
/
Nort
h A
merican
Arranged
through
company
specializing in
low price air
tickets
Company or
person
related to
operations
arranged
Arranged
through
airline
Arranged through
travel company
Jap
anese
Arranged by
self through
other means
6.4%
13.0
4.0
―
―
8.0
4.0
6.0
8.0
7.0
―
5.0
―
5.0
1.0
7.0
5.0
15.0
12.0
―
10.0
―
10.0
1.0
2.0
18.0
22.0
―
13.0
9.0
1.0
8.0
2.0
11.0
9.0
17.0
5.0
9.0
5.0
―
5.0
23.5
37.0
29.0
45.0
57.0
22.0
23.0
22.0
21.0
17.0
43.0
23.0
24.0
14.0
48.0
25.0
14.0
20.0
20.0
43.0
14.0
37.0
28.0
25.0
17.0
17.0
2.0
21.0
20.0
16.0
17.0
23.0
12.0
24.0
21.0
13.0
27.0
20.0
13.0
9.0
17.0
48.5
36.0
50.0
39.0
24.0
43.0
57.0
50.0
50.0
64.0
42.0
54.0
60.0
44.0
27.0
49.0
65.0
48.0
55.0
34.0
45.0
43.0
33.0
45.0
61.0
38.0
55.0
46.0
27.0
50.0
48.0
41.0
68.0
45.0
41.0
57.0
45.0
60.0
67.0
72.0
62.0
10.4
5.0
8.0
5.0
3.0
13.0
8.0
9.0
10.0
4.0
6.0
7.0
8.0
13.0
11.0
11.0
9.0
11.0
8.0
11.0
21.0
7.0
15.0
13.0
12.0
15.0
11.0
13.0
18.0
16.0
15.0
16.0
11.0
11.0
19.0
6.0
14.0
4.0
5.0
10.0
5.0
5.5
4.0
2.0
5.0
6.0
12.0
4.0
4.0
4.0
6.0
5.0
1.0
3.0
14.0
6.0
6.0
2.0
2.0
―
4.0
5.0
7.0
8.0
8.0
5.0
7.0
8.0
9.0
14.0
4.0
11.0
7.0
5.0
4.0
3.0
3.0
4.0
3.0
2.0
6.0
6.0
1.4
1.0
2.0
2.0
3.0
―
3.0
2.0
1.0
1.0
1.0
―
2.0
2.0
5.0
1.0
1.0
2.0
2.0
2.0
―
―
2.0
2.0
2.0
2.0
―
3.0
1.0
―
―
―
1.0
―
―
―
1.0
2.0
4.0
―
1.0
4.3
4.0
5.0
4.0
7.0
2.0
1.0
7.0
6.0
1.0
3.0
10.0
3.0
8.0
2.0
1.0
4.0
2.0
3.0
6.0
5.0
6.0
4.0
6.0
1.0
3.0
2.0
8.0
7.0
5.0
8.0
5.0
1.0
5.0
7.0
4.0
4.0
2.0
4.0
3.0
4.0
7
■Means of Arranging Air Tickets Used (Total / Single Answer)
† "●" indicates a low-cost carrier (LCC)
Part 1: Outline of This Report
Airline Satisfaction Survey 20198
Used Didn't use
LegendPrior to
booking
At time of
booking
After
booking
Total (n=4,000) 57.6 52.2 55.1
● Peach Aviation [Japanese] (n=100) 92.0 91.0 83.0
● AirAsia X [Asian] (n=100) 86.0 85.0 85.0
● Vanilla Air [Japanese] (n=100) 82.0 78.0 69.0
● Jetstar [Pacific / Oceania] (n=100) 77.0 76.0 71.0
● Scoot [Asian] (n=100) 75.0 72.0 68.0
ANA [Japanese] (n=100) 73.0 68.0 72.0
● Tigerair Taiwan [Asian] (n=100) 71.0 69.0 69.0
JAL [Japanese] (n=100) 64.0 62.0 68.0
Thai Airways [Asian] (n=100) 67.0 58.0 57.0
Air France [European] (n=100) 62.0 56.0 65.0
Singapore Airlines [Asian] (n=100) 57.0 54.0 61.0
● Jeju Air [Asian] (n=100) 62.0 58.0 59.0
Asiana Airlines [Asian] (n=100) 65.0 58.0 59.0
American Airlines [South / North American] (n=100) 64.0 59.0 63.0
British Airways [European] (n=100) 60.0 45.0 59.0
United Airlines [South / North American] (n=100) 60.0 57.0 59.0
Eva Air [Asian] (n=100) 56.0 48.0 53.0
Korean Air [Asian] (n=100) 60.0 52.0 48.0
● T'Way Airlines [Asian] (n=100) 58.0 55.0 52.0
Philippines Airlines [Asian] (n=100) 54.0 50.0 54.0
Hong Kong Airlines [Asian] (n=100) 57.0 53.0 50.0
Qantas [Pacific / Oceania] (n=100) 56.0 52.0 49.0
Delta Air Lines [South / North American] (n=100) 54.0 48.0 59.0
Air New Zealand [Pacific / Oceania] (n=100) 55.0 48.0 55.0
Turkish Airlines [Middle East / Africa] (n=100) 52.0 46.0 54.0
Air Canada [South / North American] (n=100) 52.0 48.0 49.0
KLM Royal Dutch Airlines [European] (n=100) 51.0 43.0 52.0
Malaysia Airlines [Asian] (n=100) 49.0 43.0 48.0
Hawaiian Airlines [Pacific / Oceania] (n=100) 51.0 44.0 51.0
Garuda Indonesia [Asian] (n=100) 49.0 43.0 47.0
Finnair [European] (n=100) 44.0 34.0 45.0
Lufthansa [European] (n=100) 52.0 41.0 44.0
Cathay Pacific Airways [Asian] (n=100) 46.0 41.0 48.0
Emirates [Middle East / Africa] (n=100) 44.0 36.0 42.0
Air China [Asian] (n=100) 44.0 39.0 42.0
China Airlines [Asian] (n=100) 45.0 40.0 41.0
Alitalia [European] (n=100) 40.0 32.0 41.0
Qatar Airways [Middle East / Africa] (n=100) 44.0 36.0 41.0
Vietnam Airlines [Asian] (n=100) 39.0 34.0 37.0
China Eastern Airlines [Asian] (n=100) 35.0 30.0 32.0
By
airline
Period used
62.4%
93.0
89.0
82.0
81.0
79.0
77.0
76.0
71.0
69.0
69.0
68.0
68.0
67.0
67.0
66.0
65.0
61.0
61.0
61.0
61.0
61.0
61.0
61.0
60.0
58.0
58.0
57.0
56.0
56.0
55.0
55.0
54.0
53.0
51.0
47.0
46.0
46.0
46.0
43.0
41.0
37.6
7.0
11.0
18.0
19.0
21.0
23.0
24.0
29.0
31.0
31.0
32.0
32.0
33.0
33.0
34.0
35.0
39.0
39.0
39.0
39.0
39.0
39.0
39.0
40.0
42.0
42.0
43.0
44.0
44.0
45.0
45.0
46.0
47.0
49.0
53.0
54.0
54.0
54.0
57.0
59.0
■Whether Airline Website/app Was Used for Overseas Travel (Total / Single Answer)
† If the website/app was used for the air tickets "Prior to booking," "At time of booking" or "After booking,"
that will be regarded as "Used."
† "●" indicates a low-cost carrier (LCC)
Part 1: Outline of This Report
Airline Satisfaction Survey 20199
† "●" indicates a low-cost carrier (LCC)
■Purpose for Use of Airline Website/app (Airline website/app user / Multiple Answer)
Sample
Tic
ket
purc
has
e
Desi
gnat
e s
eat
Confir
mat
ion o
f sc
hedu
le
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
e-ticke
t an
d
check-
in p
rocedu
res
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
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
ainin
g to
in-fli
ght
rule
s
such a
s sm
oki
ng
and
what
can
be b
rough
t on b
oar
d
Acqu
ired
cam
paig
n in
form
atio
n
Acqu
ired
mile
age in
form
atio
n (pe
rtai
nin
g to
accru
ing
mile
s)
Acqu
ired
info
rmat
ion p
ert
ainin
g to
air t
icke
t
can
cella
tion c
har
ges
and
term
s
Acqu
ired
info
rmat
ion p
ert
ainin
g to
connecting
fligh
ts o
r de
stin
atio
ns
afte
r connecting
Check
and
book
opt
ional
serv
ices
that
are
not
free
Acqu
ire t
rave
l info
rmat
ion o
n t
ours
, hote
ls, e
tc.
Acqu
ired
mile
age in
form
atio
n (pe
rtai
nin
g to
the u
se
of m
iles)
Oth
er
There
was
no p
articula
rly
stro
ng
reas
on
Total (n=2,496) 55.2 50.5 48.5 25.9 23.6 22.8 14.9 13.0 12.8 12.5 10.3 8.9 8.1 8.1 7.7 6.8 4.6 1.3 4.6
ANA [Japanese] (n=77) 71.4 71.4 53.2 24.7 22.1 14.3 10.4 11.7 6.5 5.2 14.3 15.6 7.8 5.2 6.5 7.8 7.8 ― 1.3
JAL [Japanese] (n=71) 56.3 60.6 57.7 35.2 23.9 7.0 19.7 21.1 11.3 12.7 21.1 9.9 15.5 8.5 2.8 9.9 9.9 1.4 5.6
● Vanilla Air [Japanese] (n=82) 75.6 52.4 51.2 31.7 22.0 35.4 4.9 13.4 14.6 20.7 9.8 2.4 7.3 1.2 18.3 6.1 4.9 ― 3.7
● Peach Aviation [Japanese] (n=93) 79.6 45.2 51.6 41.9 20.4 26.9 5.4 9.7 12.9 10.8 17.2 ― 10.8 1.1 14.0 2.2 2.2 ― 2.2
American Airlines [South / North American] (n=67) 59.7 70.1 53.7 26.9 20.9 16.4 11.9 19.4 14.9 11.9 11.9 11.9 13.4 14.9 6.0 7.5 4.5 1.5 3.0
Air Canada [South / North American] (n=58) 48.3 56.9 56.9 22.4 29.3 25.9 24.1 10.3 15.5 13.8 6.9 17.2 8.6 17.2 1.7 5.2 6.9 1.7 1.7
Delta Air Lines [South / North American] (n=61) 54.1 62.3 54.1 18.0 29.5 21.3 14.8 11.5 16.4 13.1 4.9 23.0 6.6 14.8 6.6 6.6 11.5 1.6 3.3
United Airlines [South / North American] (n=65) 36.9 55.4 41.5 10.8 23.1 16.9 15.4 3.1 7.7 9.2 3.1 7.7 3.1 7.7 7.7 1.5 6.2 ― 6.2
Qantas [Pacific / Oceania] (n=61) 52.5 49.2 49.2 19.7 26.2 24.6 26.2 13.1 8.2 13.1 8.2 11.5 8.2 14.8 4.9 13.1 3.3 3.3 3.3
● Jetstar [Pacific / Oceania] (n=81) 70.4 48.1 55.6 37.0 21.0 28.4 8.6 14.8 7.4 11.1 9.9 3.7 11.1 ― 19.8 7.4 1.2 ― 4.9
Air New Zealand [Pacific / Oceania] (n=60) 60.0 46.7 60.0 41.7 30.0 35.0 30.0 26.7 25.0 31.7 31.7 28.3 25.0 23.3 20.0 23.3 16.7 ― 1.7
Hawaiian Airlines [Pacific / Oceania] (n=56) 62.5 55.4 44.6 32.1 32.1 30.4 14.3 17.9 14.3 19.6 3.6 19.6 8.9 7.1 7.1 12.5 3.6 1.8 7.1
Asiana Airlines [Asian] (n=67) 43.3 41.8 43.3 20.9 17.9 14.9 9.0 10.4 4.5 3.0 10.4 6.0 1.5 ― 3.0 9.0 6.0 1.5 6.0
● AirAsia X [Asian] (n=89) 75.3 53.9 58.4 34.8 25.8 25.8 10.1 16.9 7.9 7.9 10.1 1.1 6.7 6.7 15.7 1.1 1.1 ― 2.2
Eva Air [Asian] (n=61) 50.8 62.3 50.8 23.0 27.9 16.4 6.6 4.9 11.5 8.2 6.6 8.2 ― ― 1.6 4.9 ― 1.6 3.3
Garuda Indonesia [Asian] (n=55) 45.5 43.6 40.0 12.7 25.5 18.2 14.5 9.1 12.7 18.2 10.9 5.5 3.6 7.3 5.5 12.7 3.6 ― 7.3
Cathay Pacific Airways [Asian] (n=53) 45.3 50.9 43.4 28.3 20.8 15.1 18.9 9.4 5.7 9.4 7.5 3.8 ― 7.5 ― 5.7 ― 3.8 5.7
Singapore Airlines [Asian] (n=68) 39.7 54.4 32.4 17.6 11.8 16.2 8.8 7.4 10.3 10.3 11.8 11.8 4.4 4.4 4.4 11.8 5.9 ― 2.9
● Scoot [Asian] (n=79) 72.2 31.6 44.3 21.5 26.6 26.6 13.9 16.5 10.1 12.7 15.2 ― 11.4 2.5 13.9 8.9 ― 1.3 ―
Korean Air [Asian] (n=61) 57.4 42.6 41.0 27.9 13.1 14.8 9.8 9.8 11.5 8.2 1.6 6.6 6.6 8.2 4.9 8.2 4.9 1.6 8.2
● Tigerair Taiwan [Asian] (n=76) 63.2 30.3 39.5 22.4 19.7 38.2 11.8 13.2 19.7 11.8 10.5 ― 11.8 2.6 13.2 5.3 ― 1.3 5.3
Thai Airways [Asian] (n=69) 56.5 50.7 42.0 27.5 18.8 11.6 8.7 11.6 7.2 7.2 10.1 2.9 4.3 4.3 ― 1.4 2.9 1.4 5.8
● Jeju Air [Asian] (n=68) 60.3 26.5 42.6 25.0 23.5 32.4 2.9 14.7 13.2 8.8 10.3 1.5 7.4 5.9 7.4 8.8 1.5 ― 8.8
China Airlines [Asian] (n=46) 45.7 63.0 54.3 26.1 32.6 28.3 17.4 13.0 13.0 13.0 6.5 13.0 13.0 8.7 2.2 4.3 ― 2.2 4.3
Air China [Asian] (n=47) 53.2 40.4 55.3 31.9 23.4 14.9 12.8 10.6 19.1 6.4 12.8 ― 8.5 2.1 2.1 8.5 ― 2.1 6.4
China Eastern Airlines [Asian] (n=41) 43.9 36.6 39.0 24.4 14.6 9.8 2.4 19.5 9.8 9.8 ― 2.4 4.9 2.4 4.9 7.3 2.4 4.9 12.2
● T'Way Airlines [Asian] (n=61) 60.7 34.4 47.5 27.9 21.3 31.1 11.5 8.2 9.8 9.8 9.8 ― 9.8 3.3 11.5 6.6 ― ― 4.9
Philippines Airlines [Asian] (n=61) 62.3 45.9 37.7 19.7 18.0 8.2 6.6 9.8 8.2 1.6 8.2 4.9 1.6 4.9 ― 3.3 4.9 3.3 4.9
Vietnam Airlines [Asian] (n=43) 53.5 53.5 46.5 27.9 30.2 11.6 16.3 11.6 7.0 9.3 4.7 7.0 7.0 4.7 2.3 ― ― ― 7.0
Hong Kong Airlines [Asian] (n=61) 55.7 41.0 36.1 27.9 23.0 19.7 13.1 13.1 18.0 21.3 6.6 8.2 9.8 6.6 13.1 9.8 3.3 1.6 9.8
Malaysia Airlines [Asian] (n=56) 41.1 53.6 55.4 23.2 25.0 12.5 10.7 10.7 10.7 5.4 12.5 10.7 1.8 16.1 3.6 ― 1.8 5.4 3.6
Alitalia [European] (n=46) 45.7 43.5 50.0 15.2 21.7 28.3 17.4 13.0 8.7 10.9 13.0 19.6 8.7 2.2 ― 17.4 4.3 2.2 4.3
Air France [European] (n=69) 60.9 68.1 56.5 24.6 30.4 33.3 24.6 15.9 20.3 18.8 13.0 13.0 11.6 15.9 10.1 7.2 7.2 2.9 ―
KLM Royal Dutch Airlines [European] (n=57) 47.4 49.1 57.9 22.8 22.8 17.5 12.3 15.8 14.0 17.5 8.8 5.3 5.3 12.3 7.0 5.3 5.3 ― 3.5
Finnair [European] (n=55) 32.7 41.8 41.8 18.2 23.6 20.0 34.5 9.1 23.6 9.1 5.5 14.5 5.5 21.8 5.5 1.8 5.5 1.8 5.5
British Airways [European] (n=66) 47.0 57.6 54.5 42.4 31.8 40.9 28.8 21.2 25.8 24.2 9.1 16.7 16.7 18.2 10.6 4.5 13.6 ― 6.1
Lufthansa [European] (n=54) 40.7 55.6 51.9 18.5 22.2 20.4 29.6 11.1 11.1 16.7 3.7 9.3 5.6 13.0 1.9 3.7 13.0 1.9 5.6
Emirates [Middle East / Africa] (n=51) 33.3 45.1 39.2 19.6 19.6 29.4 37.3 5.9 21.6 19.6 5.9 17.6 5.9 15.7 13.7 7.8 9.8 2.0 9.8
Qatar Airways [Middle East / Africa] (n=46) 39.1 71.7 43.5 13.0 21.7 30.4 19.6 10.9 10.9 15.2 15.2 21.7 2.2 13.0 ― 2.2 2.2 2.2 ―
Turkish Airlines [Middle East / Africa] (n=58) 39.7 60.3 56.9 25.9 36.2 29.3 24.1 20.7 15.5 13.8 15.5 15.5 13.8 12.1 6.9 5.2 5.2 1.7 6.9
By
airline
0
20
40
60
Total
(%)
Part 1: Outline of This Report
Airline Satisfaction Survey 201910
■Items of Importance When Choosing Airline (Total / Multiple Answer)
Sample
There
are
direct
fligh
ts
The flig
ht
suits
my
schedu
le
It is
an a
ssuring
airlin
e
It is
a w
ell-
know
n a
irlin
e
Airlin
e o
f th
e d
est
inat
ion c
ountr
y
Price w
as c
heap
er
than
oth
er
ticke
ts for
the s
ame c
ondi
tions
Depa
rts
from
near
est
airpo
rt
Is a
n L
CC
(lo
w c
ost
car
rier)
Conve
nie
nt
fligh
t sc
hedu
le
Connecting
fligh
ts a
re c
onve
nie
nt
The a
irlin
e is
desi
gnat
ed
Cab
in c
rew
pro
vide
s go
od
serv
ice
Man
y fli
ghts
The m
ileag
e a
ccru
ed
/ t
erm
s fo
r ad
ding
mile
s is
good
for
airlin
es
affil
iate
d to
the a
irlin
e u
sed
There
are
cab
in c
rew
who s
peak
Jap
anese
Full
lineup
of in
-fli
ght
food
is o
ffere
d
Aircra
ft e
quip
ment
is g
ood
(new
, cle
an)
Offers
full
lineup
of in
fligh
t ente
rtai
nm
ent
(movi
es,
musi
c, i
nfli
ght
mag
azin
e, e
tc.)
Aircra
ft a
menitie
s (w
idth
of se
ats,
etc
.) ar
e g
ood
Price w
as c
heap
er
than
oth
er
ticke
ts b
ut
the c
ondi
tions
were
not
the
sam
e
Can
buy
thro
ugh
a m
eth
od
I am
accust
om
ed
to
It is
a J
apan
ese
airlin
e
I ac
cru
e m
iles
/ t
he a
dditio
nal
term
s ar
e g
ood
for
the a
irlin
e I u
se
Eas
y to
use
accum
ula
ted
mile
s
Is b
usi
ness
cla
ss o
r hig
her
Airpo
rt g
round
cre
w p
rovi
des
good
serv
ice
Airlin
e s
taff a
t ai
rport
are
good
at w
hat
they
do
Was
recom
mende
d by
a t
rave
l age
nt
Is n
ot
an L
CC
(lo
w c
ost
car
rier)
Oth
er
Noth
ing
in p
articula
r
I hav
en't s
ele
cte
d th
e a
irlin
e m
yself
(was
decid
ed
the p
ers
on w
ho
accom
panie
d m
e, j
ust
hap
pened
to b
e t
he a
irlin
e u
sed
in t
he t
our, e
tc.)
Total (n=4,000) 42.1 30.6 25.6 15.6 14.0 11.1 10.9 10.1 9.7 9.0 7.6 7.0 7.0 6.5 6.5 6.3 5.8 5.7 5.0 4.9 4.8 4.7 4.6 4.4 4.0 3.4 3.0 2.5 2.2 2.2 2.5 12.6
Gender Male (n=2,055) 43.5 29.5 28.2 17.0 15.5 10.7 11.8 10.1 10.9 10.3 6.8 8.4 7.9 7.9 8.2 6.7 7.5 6.0 5.5 4.5 4.8 5.5 5.6 5.4 5.4 3.8 3.6 2.4 2.7 2.1 2.4 11.6
Female (n=1,945) 40.6 31.8 22.9 14.1 12.3 11.4 10.0 10.1 8.5 7.6 8.4 5.6 6.1 4.9 4.6 5.8 3.9 5.3 4.4 5.3 4.7 3.9 3.4 3.3 2.6 2.9 2.3 2.7 1.7 2.2 2.6 13.7
Age 18-29 yrs (n=462) 40.3 32.5 24.0 16.9 11.5 12.8 11.0 14.1 10.2 6.1 6.5 5.2 7.1 5.6 7.4 4.3 3.7 4.1 3.9 6.5 5.6 5.8 3.7 3.2 2.6 1.9 1.5 4.3 1.9 0.6 3.0 11.7
30-39 yrs (n=574) 43.6 33.8 28.4 16.6 10.8 12.2 9.6 10.6 9.1 8.2 4.9 5.7 10.6 4.4 6.3 6.6 4.5 5.4 5.2 7.1 3.7 6.1 4.0 3.8 1.9 5.2 4.0 2.4 2.1 1.4 2.8 10.3
40-49 yrs (n=763) 44.3 37.0 23.6 15.3 11.3 13.9 11.1 12.2 11.1 8.5 3.5 5.8 7.6 5.9 4.2 5.9 5.8 5.2 5.1 5.1 5.6 4.5 4.2 4.8 2.8 2.9 2.1 2.0 3.5 3.1 2.1 9.2
50-59 yrs (n=946) 42.8 30.1 24.5 13.2 14.6 12.1 12.2 8.6 11.8 9.6 6.7 7.0 6.7 8.9 4.9 7.4 5.6 5.8 5.3 4.0 5.2 3.8 5.3 5.6 5.7 3.6 2.6 0.7 1.8 2.3 3.2 10.8
60 yrs or older (n=1,255) 40.2 25.0 27.0 16.6 17.5 7.4 10.4 8.2 7.4 10.3 12.4 9.0 5.2 6.3 8.8 6.1 7.3 6.6 5.0 3.8 4.1 4.5 4.8 3.9 5.0 3.2 3.8 3.6 1.9 2.4 1.8 17.5
Kanto (n=1,873) 42.7 31.1 26.5 15.2 14.7 11.6 8.5 8.8 9.6 8.8 7.2 8.2 7.5 7.4 6.5 6.6 6.3 6.1 5.3 4.6 4.0 5.4 5.7 5.1 5.0 3.3 2.9 2.1 2.4 2.3 2.2 12.5
Kansai (n=882) 42.6 32.2 28.0 19.0 13.7 10.5 14.5 12.5 11.1 7.8 8.4 6.9 8.2 6.1 6.3 6.1 6.0 5.9 5.8 6.0 5.9 5.0 4.1 4.8 3.2 4.0 3.1 2.2 2.6 2.3 2.7 13.0
Tokai (n=449) 36.1 31.0 20.9 10.5 12.5 9.8 13.1 10.0 8.5 11.6 6.0 4.5 5.3 3.8 3.8 4.5 3.8 4.5 3.3 5.3 4.9 2.2 3.6 2.9 2.9 2.2 2.4 2.4 1.3 1.3 2.7 15.8
Package (n=1,940) 37.9 22.9 25.7 16.9 12.8 5.9 9.3 6.5 6.9 6.6 14.1 7.5 6.5 4.8 7.5 7.1 5.7 6.1 5.1 2.9 2.5 4.9 3.2 3.1 3.9 3.4 3.0 4.1 2.2 1.7 2.1 20.1
Full package (n=651) 26.0 9.5 23.3 13.1 9.4 2.2 5.7 2.5 2.8 6.3 17.8 5.2 2.9 4.0 6.6 5.4 4.1 4.6 3.7 1.2 1.4 4.3 2.3 2.0 3.5 2.5 1.7 3.5 1.5 1.2 2.5 33.8
Medium package (n=481) 33.7 22.7 27.9 20.4 15.8 4.4 11.0 6.9 7.3 9.4 16.2 10.0 9.4 5.8 8.1 8.3 7.1 8.1 6.2 2.7 2.5 6.0 4.4 4.6 4.6 4.6 5.0 5.8 2.3 1.0 1.9 19.8
Skelton (n=808) 50.0 33.9 26.2 17.8 13.7 9.9 11.1 9.5 9.9 5.3 9.9 7.9 7.7 4.8 7.8 7.7 6.1 6.1 5.4 4.3 3.5 4.8 3.3 3.1 3.7 3.5 3.0 3.5 2.7 2.5 2.0 9.3
FIT (n=2,060) 46.0 37.9 25.6 14.4 15.1 15.9 12.5 13.4 12.4 11.2 1.4 6.5 7.5 8.1 5.5 5.5 5.9 5.3 5.0 6.8 6.8 4.5 5.8 5.6 4.2 3.3 2.9 1.1 2.2 2.6 2.8 5.6
Travel alone (n=719) 41.9 34.9 22.9 14.2 15.4 16.6 10.7 14.7 12.5 13.4 4.2 4.6 6.1 9.0 6.4 6.7 6.7 5.6 4.2 7.8 8.2 4.2 6.3 6.1 3.9 2.6 2.4 0.7 2.1 2.6 3.1 7.9
With spouse/partner/on honeymoon (n=1,202) 37.5 27.2 26.4 17.1 13.4 8.0 9.2 7.8 8.9 9.2 11.1 8.0 6.6 5.9 6.8 6.4 5.4 5.8 5.3 4.1 4.0 5.2 4.4 3.7 5.3 3.5 3.2 2.7 2.9 1.9 2.2 15.5
With friend (n=666) 43.5 28.4 21.8 12.5 11.0 11.0 10.8 15.2 6.6 4.7 8.9 4.7 4.5 3.6 5.9 5.1 3.9 4.1 3.6 4.5 3.2 3.6 3.0 2.3 2.1 1.4 1.2 3.0 1.5 1.7 3.0 13.4
Family travel (n=729) 48.6 33.6 28.9 18.2 16.0 11.8 12.2 11.4 9.2 6.4 7.7 9.3 9.1 5.1 6.9 6.6 7.4 7.1 6.9 4.7 4.9 5.9 4.0 5.6 2.5 5.2 4.4 3.2 2.3 2.6 1.8 11.2
Is business class or higher (n=513) 39.6 29.6 41.9 26.1 20.7 8.6 10.1 3.5 13.8 13.5 8.0 17.0 11.5 13.6 8.4 17.3 13.8 11.9 16.2 3.3 7.4 8.0 9.2 12.5 29.8 9.4 8.0 2.3 4.3 2.5 1.2 7.0
Economy class (n=3,487) 42.4 30.8 23.2 14.0 13.0 11.4 11.0 11.0 9.1 8.3 7.5 5.5 6.3 5.4 6.2 4.6 4.6 4.8 3.4 5.1 4.4 4.2 3.9 3.2 0.2 2.5 2.2 2.6 1.9 2.1 2.7 13.4
Area of
residence
Travel class
Travel
type
Accompanying
traveler
0
10
20
30
40
50
Total
(%)
Part 1: Outline of This Report
Airline Satisfaction Survey 201911
■Items of Importance When Choosing Airline (Total / Multiple Answer)
† "●" indicates a low-cost carrier (LCC)
Sample
There
are
direct
fligh
ts
The flig
ht
suits
my
schedu
le
It is
an a
ssuring
airlin
e
It is
a w
ell-
know
n a
irlin
e
Airlin
e o
f th
e d
est
inat
ion c
ountr
y
Price w
as c
heap
er
than
oth
er
ticke
ts for
the s
ame c
ondi
tions
Depa
rts
from
near
est
airpo
rt
Is a
n L
CC
(lo
w c
ost
car
rier)
Conve
nie
nt
fligh
t sc
hedu
le
Connecting
fligh
ts a
re c
onve
nie
nt
The a
irlin
e is
desi
gnat
ed
Cab
in c
rew
pro
vide
s go
od
serv
ice
Man
y fli
ghts
The m
ileag
e a
ccru
ed
/ t
erm
s fo
r ad
ding
mile
s is
good
for
airlin
es
affil
iate
d to
the a
irlin
e u
sed
There
are
cab
in c
rew
who s
peak
Jap
anese
Full
lineup
of in
-fli
ght
food
is o
ffere
d
Aircra
ft e
quip
ment
is g
ood
(new
, cle
an)
Offers
full
lineup
of in
fligh
t ente
rtai
nm
ent
(movi
es,
musi
c, i
nfli
ght
mag
azin
e, e
tc.)
Aircra
ft a
menitie
s (w
idth
of se
ats,
etc
.) ar
e g
ood
Price w
as c
heap
er
than
oth
er
ticke
ts b
ut
the c
ondi
tions
were
not
the s
ame
Can
buy
thro
ugh
a m
eth
od
I am
accust
om
ed
to
It is
a J
apan
ese
airlin
e
I ac
cru
e m
iles
/ t
he a
dditio
nal
term
s ar
e g
ood
for
the a
irlin
e I u
se
Eas
y to
use
accum
ula
ted
mile
s
Is b
usi
ness
cla
ss o
r hig
her
Airpo
rt g
round
cre
w p
rovi
des
good
serv
ice
Airlin
e s
taff a
t ai
rport
are
good
at w
hat
they
do
Was
recom
mende
d by
a t
rave
l age
nt
Is n
ot
an L
CC
(lo
w c
ost
car
rier)
Oth
er
Noth
ing
in p
articula
r
I hav
en't s
ele
cte
d th
e a
irlin
e m
yself
(was
decid
ed
the p
ers
on w
ho
accom
panie
d m
e, j
ust
hap
pened
to b
e t
he a
irlin
e u
sed
in t
he t
our,
Total (n=4,000) 42.1 30.6 25.6 15.6 14.0 11.1 10.9 10.1 9.7 9.0 7.6 7.0 7.0 6.5 6.5 6.3 5.8 5.7 5.0 4.9 4.8 4.7 4.6 4.4 4.0 3.4 3.0 2.5 2.2 2.2 2.5 12.6
ANA [Japanese] (n=100) 55.0 27.0 65.0 24.0 1.0 ― 11.0 1.0 8.0 6.0 7.0 24.0 12.0 7.0 25.0 14.0 12.0 18.0 8.0 1.0 10.0 42.0 16.0 20.0 10.0 10.0 11.0 ― 2.0 1.0 1.0 6.0
JAL [Japanese] (n=100) 47.0 37.0 68.0 32.0 1.0 5.0 13.0 1.0 15.0 6.0 7.0 31.0 12.0 9.0 25.0 17.0 19.0 18.0 17.0 3.0 12.0 46.0 23.0 25.0 6.0 21.0 21.0 3.0 2.0 1.0 2.0 4.0
● Vanilla Air [Japanese] (n=100) 44.0 37.0 21.0 5.0 2.0 15.0 12.0 60.0 13.0 4.0 3.0 5.0 9.0 1.0 11.0 1.0 4.0 1.0 3.0 5.0 8.0 14.0 1.0 2.0 ― 3.0 1.0 ― 1.0 2.0 1.0 6.0
● Peach Aviation [Japanese] (n=100) 56.0 34.0 14.0 13.0 ― 21.0 13.0 55.0 7.0 1.0 1.0 1.0 9.0 ― 13.0 ― 3.0 ― 2.0 8.0 12.0 21.0 ― 1.0 ― 2.0 2.0 ― ― ― 2.0 3.0
American Airlines [South / North American] (n=100) 32.0 34.0 28.0 18.0 14.0 15.0 8.0 5.0 9.0 17.0 4.0 9.0 11.0 15.0 3.0 3.0 5.0 5.0 9.0 3.0 8.0 3.0 9.0 8.0 1.0 2.0 3.0 4.0 2.0 3.0 3.0 13.0
Air Canada [South / North American] (n=100) 34.0 29.0 24.0 15.0 17.0 5.0 8.0 1.0 8.0 15.0 7.0 3.0 4.0 13.0 7.0 6.0 5.0 6.0 1.0 3.0 3.0 2.0 2.0 3.0 3.0 ― 1.0 1.0 2.0 4.0 ― 23.0
Delta Air Lines [South / North American] (n=100) 44.0 34.0 25.0 25.0 14.0 12.0 13.0 ― 10.0 9.0 6.0 3.0 8.0 4.0 7.0 9.0 3.0 2.0 4.0 5.0 5.0 ― 14.0 11.0 6.0 2.0 3.0 5.0 2.0 1.0 4.0 4.0
United Airlines [South / North American] (n=100) 41.0 31.0 22.0 25.0 15.0 6.0 9.0 1.0 6.0 11.0 5.0 1.0 11.0 5.0 3.0 ― 1.0 3.0 1.0 4.0 3.0 1.0 9.0 6.0 1.0 2.0 ― 1.0 4.0 4.0 5.0 15.0
Qantas [Pacific / Oceania] (n=100) 40.0 28.0 36.0 20.0 27.0 6.0 11.0 1.0 5.0 9.0 11.0 8.0 7.0 8.0 4.0 3.0 6.0 6.0 6.0 2.0 2.0 1.0 2.0 6.0 5.0 2.0 3.0 3.0 3.0 4.0 3.0 12.0
● Jetstar [Pacific / Oceania] (n=100) 51.0 30.0 13.0 11.0 5.0 9.0 9.0 38.0 9.0 3.0 5.0 3.0 8.0 ― 6.0 2.0 3.0 5.0 3.0 5.0 8.0 3.0 1.0 ― ― 1.0 2.0 1.0 1.0 ― 2.0 9.0
Air New Zealand [Pacific / Oceania] (n=100) 45.0 31.0 48.0 22.0 30.0 7.0 8.0 2.0 11.0 3.0 11.0 16.0 7.0 11.0 7.0 15.0 15.0 11.0 11.0 3.0 2.0 8.0 8.0 7.0 3.0 9.0 6.0 3.0 1.0 1.0 3.0 12.0
Hawaiian Airlines [Pacific / Oceania] (n=100) 58.0 34.0 23.0 19.0 19.0 17.0 24.0 2.0 9.0 2.0 11.0 5.0 5.0 5.0 10.0 6.0 6.0 5.0 4.0 3.0 2.0 3.0 5.0 4.0 3.0 5.0 3.0 7.0 4.0 3.0 2.0 7.0
Asiana Airlines [Asian] (n=100) 49.0 44.0 31.0 21.0 23.0 10.0 17.0 1.0 17.0 4.0 4.0 7.0 8.0 13.0 9.0 5.0 4.0 4.0 6.0 1.0 5.0 1.0 7.0 9.0 3.0 4.0 4.0 2.0 4.0 1.0 3.0 6.0
● AirAsia X [Asian] (n=100) 51.0 27.0 14.0 4.0 3.0 23.0 7.0 44.0 9.0 4.0 1.0 ― 6.0 1.0 6.0 ― ― 1.0 2.0 11.0 10.0 2.0 ― 1.0 2.0 ― ― 2.0 ― 1.0 3.0 4.0
Eva Air [Asian] (n=100) 50.0 36.0 33.0 8.0 19.0 8.0 16.0 1.0 11.0 1.0 7.0 9.0 6.0 11.0 10.0 6.0 5.0 3.0 2.0 4.0 5.0 2.0 7.0 2.0 3.0 3.0 1.0 2.0 9.0 5.0 3.0 9.0
Garuda Indonesia [Asian] (n=100) 65.0 19.0 14.0 12.0 21.0 3.0 7.0 1.0 8.0 6.0 8.0 3.0 6.0 6.0 5.0 3.0 2.0 1.0 ― 2.0 4.0 5.0 2.0 4.0 4.0 ― 1.0 1.0 2.0 ― 1.0 9.0
Cathay Pacific Airways [Asian] (n=100) 38.0 32.0 41.0 19.0 12.0 8.0 11.0 ― 11.0 6.0 7.0 7.0 12.0 3.0 3.0 7.0 3.0 8.0 6.0 2.0 1.0 4.0 4.0 4.0 3.0 2.0 6.0 ― 4.0 2.0 3.0 13.0
Singapore Airlines [Asian] (n=100) 39.0 32.0 43.0 29.0 15.0 7.0 12.0 1.0 7.0 8.0 7.0 13.0 8.0 7.0 6.0 13.0 15.0 11.0 11.0 2.0 1.0 1.0 4.0 6.0 3.0 5.0 2.0 3.0 1.0 4.0 2.0 9.0
● Scoot [Asian] (n=100) 55.0 30.0 6.0 5.0 5.0 20.0 8.0 52.0 8.0 1.0 6.0 2.0 4.0 2.0 5.0 2.0 3.0 1.0 3.0 16.0 6.0 ― 2.0 2.0 4.0 2.0 1.0 2.0 ― 2.0 1.0 7.0
Korean Air [Asian] (n=100) 44.0 35.0 20.0 11.0 12.0 8.0 13.0 4.0 13.0 7.0 7.0 8.0 10.0 3.0 8.0 10.0 5.0 3.0 5.0 5.0 5.0 ― 3.0 1.0 3.0 5.0 4.0 ― 2.0 1.0 5.0 9.0
● Tigerair Taiwan [Asian] (n=100) 53.0 32.0 6.0 1.0 14.0 18.0 20.0 38.0 6.0 2.0 3.0 1.0 3.0 ― 1.0 1.0 ― ― ― 10.0 2.0 2.0 ― ― ― 1.0 ― 4.0 ― 2.0 2.0 9.0
Thai Airways [Asian] (n=100) 58.0 32.0 37.0 15.0 35.0 9.0 13.0 1.0 14.0 15.0 4.0 7.0 13.0 15.0 7.0 6.0 10.0 7.0 7.0 5.0 7.0 2.0 2.0 9.0 6.0 4.0 2.0 3.0 4.0 ― 2.0 8.0
● Jeju Air [Asian] (n=100) 55.0 41.0 15.0 12.0 14.0 18.0 13.0 33.0 12.0 ― 5.0 2.0 6.0 ― 4.0 ― 5.0 ― 2.0 11.0 10.0 2.0 2.0 ― ― 2.0 1.0 4.0 ― 3.0 1.0 8.0
China Airlines [Asian] (n=100) 44.0 37.0 15.0 10.0 16.0 15.0 10.0 2.0 15.0 6.0 8.0 8.0 11.0 7.0 8.0 8.0 2.0 3.0 4.0 7.0 8.0 1.0 1.0 3.0 4.0 2.0 2.0 5.0 2.0 4.0 4.0 17.0
Air China [Asian] (n=100) 35.0 26.0 8.0 10.0 8.0 18.0 16.0 2.0 9.0 6.0 8.0 1.0 5.0 11.0 2.0 2.0 ― 1.0 ― 6.0 3.0 1.0 4.0 3.0 7.0 1.0 ― 3.0 5.0 4.0 7.0 16.0
China Eastern Airlines [Asian] (n=100) 31.0 25.0 9.0 4.0 11.0 14.0 11.0 1.0 11.0 9.0 12.0 ― 9.0 3.0 4.0 2.0 1.0 ― ― 5.0 3.0 2.0 ― 1.0 3.0 ― ― ― 1.0 1.0 1.0 30.0
● T'Way Airlines [Asian] (n=100) 43.0 36.0 7.0 3.0 5.0 18.0 11.0 34.0 8.0 1.0 8.0 2.0 2.0 ― 3.0 1.0 2.0 1.0 1.0 10.0 5.0 1.0 ― 1.0 ― 1.0 1.0 4.0 1.0 ― 4.0 15.0
Philippines Airlines [Asian] (n=100) 53.0 29.0 10.0 2.0 20.0 7.0 8.0 1.0 9.0 5.0 6.0 2.0 3.0 6.0 5.0 1.0 ― ― 2.0 4.0 2.0 2.0 3.0 ― 1.0 ― ― ― 1.0 ― 2.0 11.0
Vietnam Airlines [Asian] (n=100) 47.0 24.0 10.0 3.0 12.0 7.0 7.0 1.0 5.0 7.0 11.0 3.0 2.0 3.0 3.0 4.0 1.0 1.0 2.0 3.0 2.0 ― 3.0 1.0 3.0 1.0 1.0 3.0 4.0 1.0 3.0 17.0
Hong Kong Airlines [Asian] (n=100) 45.0 36.0 12.0 6.0 12.0 18.0 15.0 14.0 7.0 10.0 8.0 5.0 4.0 1.0 2.0 4.0 3.0 3.0 3.0 11.0 3.0 3.0 2.0 1.0 5.0 2.0 2.0 1.0 2.0 2.0 5.0 11.0
Malaysia Airlines [Asian] (n=100) 30.0 35.0 20.0 13.0 15.0 16.0 7.0 1.0 7.0 21.0 11.0 6.0 4.0 16.0 4.0 6.0 8.0 6.0 8.0 7.0 6.0 3.0 2.0 1.0 8.0 1.0 2.0 4.0 ― 3.0 3.0 7.0
Alitalia [European] (n=100) 56.0 21.0 11.0 16.0 23.0 6.0 6.0 ― 5.0 12.0 12.0 1.0 2.0 1.0 ― 4.0 2.0 2.0 3.0 1.0 1.0 1.0 2.0 2.0 2.0 ― 1.0 11.0 2.0 5.0 2.0 18.0
Air France [European] (n=100) 47.0 29.0 40.0 39.0 34.0 4.0 12.0 1.0 17.0 18.0 12.0 14.0 13.0 10.0 5.0 10.0 11.0 9.0 9.0 3.0 4.0 2.0 5.0 4.0 8.0 8.0 7.0 4.0 6.0 1.0 ― 11.0
KLM Royal Dutch Airlines [European] (n=100) 24.0 32.0 41.0 26.0 15.0 11.0 9.0 ― 8.0 21.0 6.0 10.0 4.0 6.0 3.0 7.0 3.0 5.0 5.0 3.0 2.0 1.0 4.0 2.0 5.0 4.0 4.0 2.0 2.0 3.0 2.0 14.0
Finnair [European] (n=100) 24.0 25.0 39.0 16.0 13.0 9.0 16.0 1.0 11.0 21.0 13.0 9.0 4.0 10.0 9.0 5.0 10.0 9.0 7.0 2.0 4.0 2.0 3.0 3.0 7.0 10.0 5.0 3.0 1.0 4.0 ― 25.0
British Airways [European] (n=100) 43.0 30.0 38.0 28.0 23.0 13.0 6.0 1.0 9.0 7.0 11.0 5.0 11.0 8.0 3.0 6.0 8.0 12.0 6.0 4.0 5.0 ― 8.0 7.0 7.0 3.0 3.0 1.0 3.0 3.0 4.0 11.0
Lufthansa [European] (n=100) 24.0 24.0 36.0 28.0 12.0 1.0 9.0 ― 8.0 20.0 9.0 10.0 9.0 10.0 9.0 6.0 9.0 8.0 6.0 1.0 5.0 1.0 5.0 5.0 9.0 3.0 3.0 3.0 1.0 2.0 2.0 28.0
Emirates [Middle East / Africa] (n=100) 12.0 20.0 32.0 26.0 6.0 8.0 5.0 ― 8.0 14.0 5.0 13.0 4.0 1.0 3.0 24.0 19.0 21.0 15.0 5.0 2.0 ― 3.0 2.0 8.0 3.0 1.0 ― 3.0 3.0 2.0 24.0
Qatar Airways [Middle East / Africa] (n=100) 5.0 26.0 26.0 15.0 6.0 15.0 6.0 1.0 12.0 20.0 16.0 14.0 5.0 10.0 4.0 17.0 11.0 18.0 11.0 6.0 1.0 3.0 4.0 ― 10.0 2.0 4.0 4.0 1.0 3.0 1.0 26.0
Turkish Airlines [Middle East / Africa] (n=100) 16.0 24.0 24.0 12.0 10.0 12.0 7.0 ― 14.0 22.0 10.0 9.0 3.0 17.0 7.0 14.0 7.0 10.0 5.0 4.0 3.0 1.0 10.0 9.0 5.0 7.0 5.0 2.0 4.0 3.0 3.0 19.0
By
airline
0
10
20
30
40
50
Total
(%)
Part 1: Outline of This Report
Airline Satisfaction Survey 201912
■Optional Services Not Free That Were Used (Total / Multiple Answer)
† "●" indicates a low-cost carrier (LCC)
Sample
Adv
ance s
eat
sele
ction
Bag
gage
for
check-
in
In-fli
ght
meal
s
In-fli
ght
drin
ks
Checki
ng
in o
verw
eig
ht
bagg
age
Seat
upg
rade
Bla
nke
ts, p
illow
s, s
lippe
rs
In-fli
ght
sale
s
LC
D m
onitor, e
arph
ones
Wi-
Fi/
Inte
rnet
connection
Airlin
e lo
unge
New
spap
ers
, mag
azin
es
Oth
er
Did
n't u
se o
ptio
nal
serv
ices
that
were
not
free
Total (n=4,000) 12.9 12.5 7.5 5.5 4.9 3.9 3.2 2.8 2.6 2.6 2.0 1.6 0.1 73.8
ANA [Japanese] (n=100) 11.0 14.0 8.0 5.0 3.0 4.0 2.0 4.0 2.0 5.0 3.0 2.0 ― 73.0
JAL [Japanese] (n=100) 12.0 9.0 7.0 5.0 4.0 6.0 4.0 8.0 2.0 4.0 2.0 2.0 ― 72.0
● Vanilla Air [Japanese] (n=100) 37.0 35.0 7.0 7.0 14.0 6.0 3.0 2.0 2.0 2.0 2.0 ― ― 37.0
● Peach Aviation [Japanese] (n=100) 30.0 21.0 7.0 6.0 14.0 3.0 ― ― 1.0 1.0 1.0 ― ― 46.0
American Airlines [South / North American] (n=100) 16.0 16.0 15.0 13.0 5.0 9.0 6.0 3.0 4.0 11.0 3.0 2.0 ― 62.0
Air Canada [South / North American] (n=100) 6.0 7.0 6.0 3.0 4.0 6.0 2.0 2.0 2.0 2.0 1.0 2.0 ― 82.0
Delta Air Lines [South / North American] (n=100) 13.0 10.0 5.0 3.0 6.0 9.0 4.0 1.0 3.0 2.0 3.0 1.0 ― 71.0
United Airlines [South / North American] (n=100) 8.0 7.0 6.0 7.0 3.0 5.0 3.0 5.0 3.0 3.0 3.0 2.0 ― 82.0
Qantas [Pacific / Oceania] (n=100) 12.0 13.0 8.0 6.0 4.0 7.0 5.0 4.0 7.0 2.0 4.0 2.0 1.0 72.0
● Jetstar [Pacific / Oceania] (n=100) 31.0 29.0 16.0 9.0 16.0 3.0 9.0 2.0 3.0 2.0 3.0 1.0 ― 45.0
Air New Zealand [Pacific / Oceania] (n=100) 17.0 20.0 17.0 14.0 14.0 13.0 13.0 9.0 10.0 11.0 6.0 9.0 ― 68.0
Hawaiian Airlines [Pacific / Oceania] (n=100) 10.0 13.0 7.0 8.0 ― 12.0 6.0 4.0 2.0 3.0 2.0 1.0 ― 71.0
Asiana Airlines [Asian] (n=100) 14.0 16.0 8.0 6.0 7.0 ― 3.0 3.0 1.0 2.0 4.0 1.0 ― 73.0
● AirAsia X [Asian] (n=100) 44.0 44.0 42.0 13.0 16.0 7.0 1.0 4.0 ― ― ― ― ― 25.0
Eva Air [Asian] (n=100) 8.0 12.0 5.0 5.0 2.0 ― 2.0 ― 3.0 ― ― ― ― 83.0
Garuda Indonesia [Asian] (n=100) 7.0 9.0 5.0 3.0 6.0 2.0 2.0 1.0 2.0 2.0 ― ― ― 81.0
Cathay Pacific Airways [Asian] (n=100) 8.0 7.0 2.0 2.0 2.0 ― ― 3.0 ― ― 1.0 ― ― 84.0
Singapore Airlines [Asian] (n=100) 9.0 6.0 9.0 8.0 4.0 6.0 5.0 4.0 3.0 4.0 5.0 2.0 ― 77.0
● Scoot [Asian] (n=100) 26.0 25.0 20.0 7.0 9.0 6.0 4.0 2.0 2.0 2.0 1.0 1.0 ― 49.0
Korean Air [Asian] (n=100) 6.0 6.0 5.0 7.0 5.0 3.0 1.0 2.0 3.0 1.0 3.0 ― ― 82.0
● Tigerair Taiwan [Asian] (n=100) 26.0 18.0 7.0 3.0 11.0 3.0 ― 3.0 ― ― ― ― ― 56.0
Thai Airways [Asian] (n=100) 7.0 9.0 6.0 5.0 ― 1.0 3.0 1.0 3.0 1.0 3.0 2.0 ― 86.0
● Jeju Air [Asian] (n=100) 8.0 10.0 4.0 3.0 4.0 1.0 1.0 2.0 1.0 2.0 ― 1.0 ― 79.0
China Airlines [Asian] (n=100) 6.0 7.0 4.0 2.0 ― ― 1.0 ― 2.0 2.0 ― 2.0 ― 91.0
Air China [Asian] (n=100) 5.0 10.0 4.0 4.0 1.0 2.0 3.0 2.0 2.0 1.0 ― 3.0 ― 85.0
China Eastern Airlines [Asian] (n=100) 6.0 7.0 3.0 4.0 1.0 3.0 2.0 ― 1.0 ― ― 1.0 ― 89.0
● T'Way Airlines [Asian] (n=100) 12.0 17.0 5.0 4.0 5.0 3.0 1.0 1.0 ― ― 1.0 ― ― 67.0
Philippines Airlines [Asian] (n=100) 13.0 13.0 5.0 5.0 1.0 3.0 2.0 1.0 1.0 2.0 1.0 2.0 ― 76.0
Vietnam Airlines [Asian] (n=100) 5.0 5.0 4.0 3.0 1.0 ― 3.0 1.0 4.0 ― 2.0 ― ― 90.0
Hong Kong Airlines [Asian] (n=100) 11.0 20.0 5.0 5.0 5.0 6.0 5.0 4.0 5.0 4.0 3.0 3.0 ― 70.0
Malaysia Airlines [Asian] (n=100) 4.0 2.0 3.0 3.0 2.0 3.0 1.0 2.0 1.0 ― 2.0 1.0 ― 88.0
Alitalia [European] (n=100) 7.0 8.0 6.0 5.0 1.0 3.0 3.0 3.0 3.0 2.0 1.0 2.0 ― 85.0
Air France [European] (n=100) 20.0 13.0 8.0 8.0 5.0 4.0 6.0 4.0 4.0 7.0 1.0 3.0 ― 73.0
KLM Royal Dutch Airlines [European] (n=100) 14.0 12.0 7.0 6.0 3.0 4.0 4.0 6.0 5.0 3.0 2.0 2.0 ― 71.0
Finnair [European] (n=100) 8.0 5.0 3.0 2.0 3.0 2.0 3.0 6.0 2.0 3.0 3.0 3.0 ― 86.0
British Airways [European] (n=100) 9.0 5.0 4.0 5.0 2.0 1.0 1.0 4.0 2.0 2.0 2.0 2.0 ― 85.0
Lufthansa [European] (n=100) 9.0 6.0 4.0 5.0 1.0 4.0 3.0 3.0 3.0 4.0 3.0 1.0 ― 81.0
Emirates [Middle East / Africa] (n=100) 10.0 4.0 5.0 3.0 6.0 1.0 2.0 1.0 2.0 1.0 2.0 1.0 1.0 79.0
Qatar Airways [Middle East / Africa] (n=100) 3.0 4.0 5.0 4.0 1.0 2.0 4.0 2.0 3.0 3.0 1.0 2.0 ― 94.0
Turkish Airlines [Middle East / Africa] (n=100) 6.0 6.0 4.0 5.0 4.0 4.0 5.0 3.0 5.0 6.0 4.0 3.0 ― 87.0
By
airline
0
20
40
60
80
100
Total
(%)
13
Part 2: Airline Evaluations
Part 2: Airline Evaluations
Airline Satisfaction Survey 2019
Am satisfied
More
satisfied
than not
Can't say
either way
More
dissatisfied
than not
Am
dissatisfied
Legend
Total (n=4,000) 3.77 3.70
By
airline1 (4) ↑ Singapore Airlines [Asian] (n=100) 4.27 4.04
2 (1) ↓ ANA [Japanese] (n=100) 4.25 4.26
2 (2) - JAL [Japanese] (n=100) 4.25 4.15
4 (3) ↓ Emirates [Middle East / Africa] (n=100) 4.16 4.07
5 * * Air New Zealand [Pacific / Oceania] (n=100) 4.12 *
6 (5) ↓ Qatar Airways [Middle East / Africa] (n=100) 4.07 4.03
7 (8) ↑ Turkish Airlines [Middle East / Africa] (n=100) 4.04 3.89
7 (10) ↑ Finnair [European] (n=100) 4.04 3.87
9 (10) ↑ KLM Royal Dutch Airlines [European] (n=100) 3.99 3.87
10 (10) - Thai Airways [Asian] (n=100) 3.95 3.87
11 (6) ↓ Eva Air [Asian] (n=100) 3.89 3.98
12 (8) ↓ Qantas [Pacific / Oceania] (n=100) 3.87 3.89
12 (13) ↑ Lufthansa [European] (n=100) 3.87 3.86
14 (24) ↑ Cathay Pacific Airways [Asian] (n=100) 3.86 3.62
14 (18) ↑ Delta Air Lines [South / North American] (n=100) 3.86 3.78
16 (31) ↑ ● Vanilla Air [Japanese] (n=100) 3.81 3.53
17 (14) ↓ Asiana Airlines [Asian] (n=100) 3.80 3.85
17 (21) ↑ China Airlines [Asian] (n=100) 3.80 3.69
19 (16) ↓ Air France [European] (n=100) 3.79 3.83
20 (20) - American Airlines [South / North American] (n=100) 3.78 3.73
Satisfaction
points
last yearOrder
last year
Order
this year
Changes
in order
Satisfaction
points
17.8%
38.0
41.0
35.0
31.0
32.0
29.0
35.0
21.0
24.0
20.0
14.0
18.0
15.0
23.0
13.0
14.0
17.0
12.0
17.0
19.0
51.1
51.0
48.0
55.0
58.0
50.0
52.0
43.0
64.0
55.0
60.0
64.0
55.0
64.0
49.0
63.0
61.0
55.0
58.0
54.0
47.0
23.2
11.0
7.0
10.0
8.0
17.0
17.0
15.0
13.0
17.0
16.0
19.0
23.0
15.0
20.0
21.0
19.0
21.0
28.0
22.0
28.0
6.0
―
3.0
―
2.0
―
1.0
5.0
2.0
4.0
3.0
3.0
4.0
5.0
7.0
3.0
4.0
5.0
2.0
5.0
5.0
2.0
―
1.0
―
1.0
1.0
1.0
2.0
―
―
1.0
―
―
1.0
1.0
―
2.0
2.0
―
2.0
1.0
14
●The overall satisfaction score total average was 3.77 points.
●Singapore Airlines went from 4th place last year to the top spot this time, with 4.27 points.
The two Japanese carriers ANA and Japan Airlines followed with a tie for 2nd place (4.25
points).
●Cathay Pacific (3.86 points) went up in the ranking from 24th last year to 14th this time.
Vanilla Air (3.81 points) saw its rank increase dramatically from 31st last year to 16th this
time.
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.
† "●" indicates a low-cost carrier (LCC)
Part 2: Airline Evaluations
Airline Satisfaction Survey 2019
(%)
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 2,354 39.5 36.9 28.6 10.5 19.9 13.0 1.0 20.2
Reasons for dissatisfaction 1,646 16.2 31.3 8.7 8.3 11.5 9.7 2.4 41.3
Am satisfied
More
satisfied
than not
Can't say
either way
More
dissatisfied
than not
Am
dissatisfied
Legend
Total (n=4,000) 3.63 3.59
By
airline1 (3) ↑ Emirates [Middle East / Africa] (n=100) 4.14 4.05
2 (1) ↓ JAL [Japanese] (n=100) 4.12 4.10
3 (2) ↓ ANA [Japanese] (n=100) 4.11 4.07
4 (5) ↑ Qatar Airways [Middle East / Africa] (n=100) 4.06 3.96
5 (8) ↑ Singapore Airlines [Asian] (n=100) 4.05 3.83
6 * * Air New Zealand [Pacific / Oceania] (n=100) 4.00 *
7 (10) ↑ Finnair [European] (n=100) 3.98 3.80
8 (6) ↓ KLM Royal Dutch Airlines [European] (n=100) 3.90 3.84
8 (6) ↓ Turkish Airlines [Middle East / Africa] (n=100) 3.90 3.84
10 (12) ↑ Delta Air Lines [South / North American] (n=100) 3.83 3.76
11 (17) ↑ Air France [European] (n=100) 3.77 3.69
12 (8) ↓ Eva Air [Asian] (n=100) 3.76 3.83
13 (14) ↑ Asiana Airlines [Asian] (n=100) 3.73 3.75
14 (19) ↑ American Airlines [South / North American] (n=100) 3.72 3.65
15 (22) ↑ Cathay Pacific Airways [Asian] (n=100) 3.71 3.58
15 (18) ↑ Lufthansa [European] (n=100) 3.71 3.66
17 (11) ↓ Qantas [Pacific / Oceania] (n=100) 3.70 3.78
18 (23) ↑ China Airlines [Asian] (n=100) 3.69 3.56
19 (12) ↓ Korean Air [Asian] (n=100) 3.65 3.76
20 (15) ↓ Thai Airways [Asian] (n=100) 3.61 3.74
Satisfaction
points
last yearOrder
last year
Order
this year
Changes
in order
Satisfaction
points
15.0%
38.0
27.0
32.0
32.0
30.0
27.0
25.0
22.0
24.0
17.0
20.0
10.0
11.0
16.0
15.0
13.0
14.0
10.0
14.0
11.0
43.9
41.0
59.0
50.0
45.0
52.0
51.0
50.0
49.0
48.0
50.0
45.0
58.0
60.0
46.0
51.0
53.0
48.0
54.0
44.0
48.0
32.8
19.0
13.0
16.0
21.0
14.0
19.0
23.0
26.0
24.0
32.0
29.0
30.0
21.0
33.0
25.0
27.0
33.0
32.0
36.0
33.0
6.3
1.0
1.0
1.0
1.0
1.0
1.0
2.0
3.0
2.0
1.0
4.0
2.0
7.0
4.0
8.0
6.0
4.0
3.0
5.0
7.0
2.2
1.0
―
1.0
1.0
3.0
2.0
―
―
2.0
―
2.0
―
1.0
1.0
1.0
1.0
1.0
1.0
1.0
1.0
15
2. Satisfaction by Attribute
1) Aircraft Equipment and Amenities: Top 20
●The total average satisfaction score for "Airline equipment, facilities" was 3.63 points.
●Emirates Airline went from 3rd place last year to the top spot, with 4.14 points. Second
place was Japan Airlines (4.12 points). ANA (4.11 points) followed.
●Air France Airlines (3.77 points) rose in the ranking from 17th last year to 11th this time.
Cathay Pacific (3.71 points) saw its ranking increase from 22nd last year to 15th this time.
●Among the reasons for satisfaction and reasons for dissatisfaction, "The aircraft and
new/nice" and "Seat width/comfort" were ranked at the top.
■Satisfaction with Aircraft Equipment and Amenities (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.
† Airlines noted with an asterisk are those for which comparisons are not available because they were not included in the prior survey.
■Reasons for Satisfaction / Reasons for Dissatisfaction with Aircraft Equipment and Amenities
(Total / Multiple 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."
Part 2: Airline Evaluations
Airline Satisfaction Survey 2019
Am satisfied
More
satisfied
than not
Can't say
either way
More
dissatisfied
than not
Am
dissatisfied
Legend
Total (n=4,000) 3.69 3.63
By
airline1 (1) - ANA [Japanese] (n=100) 4.24 4.24
2 (3) ↑ Singapore Airlines [Asian] (n=100) 4.15 4.00
3 (2) ↓ JAL [Japanese] (n=100) 4.14 4.18
4 * * Air New Zealand [Pacific / Oceania] (n=100) 4.08 *
5 (4) ↓ Emirates [Middle East / Africa] (n=100) 3.99 3.97
6 (8) ↑ KLM Royal Dutch Airlines [European] (n=100) 3.98 3.88
7 (11) ↑ Turkish Airlines [Middle East / Africa] (n=100) 3.96 3.82
8 (5) ↓ Qatar Airways [Middle East / Africa] (n=100) 3.93 3.93
8 (9) ↑ Finnair [European] (n=100) 3.93 3.85
10 (20) ↑ Cathay Pacific Airways [Asian] (n=100) 3.84 3.65
11 (7) ↓ Eva Air [Asian] (n=100) 3.81 3.89
12 (17) ↑ Lufthansa [European] (n=100) 3.79 3.70
12 (31) ↑ ● Vanilla Air [Japanese] (n=100) 3.79 3.47
14 (15) ↑ Air France [European] (n=100) 3.78 3.76
15 (12) ↓ Thai Airways [Asian] (n=100) 3.77 3.79
15 (17) ↑ Qantas [Pacific / Oceania] (n=100) 3.77 3.70
17 (12) ↓ Korean Air [Asian] (n=100) 3.74 3.79
18 (10) ↓ Asiana Airlines [Asian] (n=100) 3.73 3.83
18 (21) ↑ Delta Air Lines [South / North American] (n=100) 3.73 3.63
20 (12) ↓ Garuda Indonesia [Asian] (n=100) 3.72 3.79
Satisfaction
points
last yearOrder
last year
Order
this year
Changes
in order
Satisfaction
points
16.2%
41.0
31.0
33.0
29.0
26.0
26.0
29.0
19.0
23.0
20.0
15.0
17.0
21.0
14.0
14.0
13.0
22.0
16.0
15.0
12.0
45.6
45.0
55.0
50.0
52.0
52.0
52.0
43.0
58.0
50.0
51.0
53.0
51.0
43.0
57.0
56.0
55.0
38.0
54.0
49.0
57.0
31.3
12.0
12.0
15.0
18.0
17.0
16.0
24.0
20.0
25.0
23.0
30.0
27.0
32.0
23.0
25.0
28.0
35.0
19.0
30.0
22.0
5.3
1.0
2.0
2.0
―
5.0
6.0
3.0
3.0
1.0
5.0
2.0
4.0
2.0
5.0
3.0
4.0
2.0
9.0
6.0
9.0
1.7
1.0
―
―
1.0
―
―
1.0
―
1.0
1.0
―
1.0
2.0
1.0
2.0
―
3.0
2.0
―
―
16
2. Satisfaction by Attribute
2) Service by Cabin Crew: Top 20
●For "Customer service by cabin crew," the satisfaction total average was 3.69 points.
●The top spot was held by ANA for the second consecutive year, with 4.24 points. This
was followed by Singapore Airlines (4.15 points) and Japan Airlines (4.14 points).
●Cathay Pacific (3.84 points) saw its place in the ranking shoot up to 10th from 20th, while
Vanilla Air (3.79 points) similarly increased sharply from 31st to 12th.
●Among both the reasons for satisfaction and reasons for dissatisfaction, "Courteousness
of service" was given most.
■Satisfaction with Service by Cabin Crew (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.
† Airlines noted with an asterisk are those for which comparisons are not available because they were not included in the prior survey.
† "●" indicates a low-cost carrier (LCC)
(%)
Sample
Speed of
response
Courtesy of
response
Accuracy of
responseAttentiveness Nice ambiance
Japanese
language capable
Announcements
at time of
takeoff, landing,
etc.
OtherNothing in
particular
Reasons for satisfaction 2,470 22.1 47.0 22.8 14.2 45.1 25.0 9.7 0.4 11.0
Reasons for dissatisfaction 1,530 9.4 20.5 7.5 14.6 13.2 18.0 2.9 2.0 42.7
† "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."
■Reasons for Satisfaction / Reasons for Dissatisfaction with Service by Cabin Crew
(Total / Multiple Answer)
Part 2: Airline Evaluations
Airline Satisfaction Survey 2019
Am satisfied
More
satisfied
than not
Can't say
either way
More
dissatisfied
than not
Am
dissatisfied
Legend
Total (n=4,000) 3.68 3.63
By
airline1 (2) ↑ ANA [Japanese] (n=100) 4.12 4.15
1 (1) - JAL [Japanese] (n=100) 4.12 4.18
3 (6) ↑ Singapore Airlines [Asian] (n=100) 4.08 3.87
4 * * Air New Zealand [Pacific / Oceania] (n=100) 4.02 *
5 (8) ↑ KLM Royal Dutch Airlines [European] (n=100) 3.95 3.83
6 (11) ↑ Finnair [European] (n=100) 3.93 3.79
7 (4) ↓ Emirates [Middle East / Africa] (n=100) 3.88 3.89
8 (14) ↑ Turkish Airlines [Middle East / Africa] (n=100) 3.87 3.74
9 (5) ↓ Eva Air [Asian] (n=100) 3.85 3.88
10 (19) ↑ Cathay Pacific Airways [Asian] (n=100) 3.83 3.70
10 (3) ↓ Qatar Airways [Middle East / Africa] (n=100) 3.83 3.90
12 (9) ↓ Asiana Airlines [Asian] (n=100) 3.82 3.82
13 (20) ↑ Lufthansa [European] (n=100) 3.78 3.66
14 (17) ↑ Air France [European] (n=100) 3.77 3.72
15 (23) ↑ Hawaiian Airlines [Pacific / Oceania] (n=100) 3.75 3.60
16 (11) ↓ Thai Airways [Asian] (n=100) 3.74 3.79
17 (25) ↑ ● Vanilla Air [Japanese] (n=100) 3.73 3.58
18 (15) ↓ Garuda Indonesia [Asian] (n=100) 3.72 3.73
18 (15) ↓ Delta Air Lines [South / North American] (n=100) 3.72 3.73
20 (9) ↓ Korean Air [Asian] (n=100) 3.71 3.82
Satisfaction
points
last yearOrder
last year
Order
this year
Changes
in order
Satisfaction
points
15.2%
37.0
34.0
24.0
28.0
22.0
20.0
21.0
28.0
14.0
17.0
17.0
14.0
16.0
16.0
21.0
14.0
14.0
14.0
13.0
19.0
46.1
45.0
47.0
62.0
50.0
53.0
53.0
51.0
42.0
58.0
54.0
54.0
61.0
53.0
53.0
40.0
51.0
52.0
52.0
48.0
39.0
32.2
12.0
17.0
12.0
19.0
23.0
27.0
23.0
22.0
27.0
26.0
25.0
20.0
27.0
24.0
34.0
31.0
28.0
26.0
37.0
36.0
4.9
5.0
1.0
2.0
2.0
2.0
―
5.0
5.0
1.0
1.0
3.0
3.0
1.0
6.0
3.0
3.0
5.0
8.0
2.0
6.0
1.7
1.0
1.0
―
1.0
―
―
―
3.0
―
2.0
1.0
2.0
3.0
1.0
2.0
1.0
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 2,453 67.4 30.2 14.9 5.8 0.9 21.8
Reasons for dissatisfaction 1,547 25.3 13.4 7.4 3.3 3.1 57.1
17
●For "Customer service by the airline ground crew at the airport," the satisfaction total
average was 3.68 points.
●The two Japanese companies ANA and Japan Airlines (4.12 points) shared the top spot,
with the same score. Singapore Airlines (4.08 points) ranked third.
●Cathay Pacific (3.83 points) jumped from 19th place last year to 10th this time, while
Hawaiian Airlines (3.75 points) shot up from 23rd to 15th, and Vanilla Air (3.73 points)
climbed from 25th to 17th.
●Among both the reasons for satisfaction and reasons for dissatisfaction, "Smoothness of
check-in/checking bags" was given most.
2. Satisfaction by Attribute
3) Service by Ground Crew: Top 20
■Satisfaction with Service by Ground Crew (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.
† Airlines noted with an asterisk are those for which comparisons are not available because they were not included in the prior survey.
† "●" indicates a low-cost carrier (LCC)
■Reasons for Satisfaction / Reasons for Dissatisfaction with Service by Ground Crew
(Total / Multiple 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."
Part 2: Airline Evaluations
Airline Satisfaction Survey 201918
2. Satisfaction by Attribute
4) In-flight Food and Drink Service: Top 20
●The "Inflight food and drink service" satisfaction total average was 3.59 points.
●As was the case last year, Emirates took the top spot, this time with 4.11 points. This was
followed by Turkish Airlines (4.09 points) and Air New Zealand (4.04 points).
●Among both the reasons for satisfaction and reasons for dissatisfaction, "The taste of the
food" was given most.
■Satisfaction with in-flight Food and Drink Service
(in-flight food and drink service users / Single Answer)
Am satisfied
More
satisfied
than not
Can't say
either way
More
dissatisfied
than not
Am
dissatisfied
Legend
Total (n=3,696) 3.59 3.53
By
airline1 (1) - Emirates [Middle East / Africa] (n=100) 4.11 4.04
2 (7) ↑ Turkish Airlines [Middle East / Africa] (n=100) 4.09 3.88
3 * * Air New Zealand [Pacific / Oceania] (n=100) 4.04 *
4 (3) ↓ Singapore Airlines [Asian] (n=100) 4.00 3.96
5 (13) ↑ Finnair [European] (n=100) 3.97 3.69
5 (5) - JAL [Japanese] (n=100) 3.97 3.92
7 (2) ↓ Qatar Airways [Middle East / Africa] (n=100) 3.95 3.99
7 (5) ↓ ANA [Japanese] (n=100) 3.95 3.92
9 (8) ↓ KLM Royal Dutch Airlines [European] (n=100) 3.82 3.85
9 (11) ↑ Air France [European] (n=100) 3.82 3.77
11 (24) ↑ Cathay Pacific Airways [Asian] (n=100) 3.75 3.49
12 (10) ↓ Thai Airways [Asian] (n=100) 3.74 3.81
13 (17) ↑ China Airlines [Asian] (n=100) 3.73 3.61
14 (14) - Lufthansa [European] (n=100) 3.72 3.66
15 (9) ↓ Eva Air [Asian] (n=100) 3.68 3.82
16 (21) ↑ American Airlines [South / North American] (n=100) 3.63 3.50
17 (15) ↓ Delta Air Lines [South / North American] (n=100) 3.62 3.64
18 (16) ↓ Qantas [Pacific / Oceania] (n=100) 3.59 3.63
19 (21) ↑ Asiana Airlines [Asian] (n=100) 3.57 3.50
19 (21) ↑ Vietnam Airlines [Asian] (n=100) 3.57 3.50
Satisfaction
points
last yearOrder
last year
Order
this year
Changes
in order
Satisfaction
points
14.5%
30.0
37.0
26.0
29.0
23.0
20.0
24.0
26.0
20.0
19.0
18.0
10.0
14.0
13.0
16.0
15.0
15.0
13.0
14.0
9.0
44.5
54.0
45.0
57.0
49.0
56.0
60.0
52.0
46.0
50.0
51.0
51.0
61.0
51.0
58.0
45.0
47.0
45.0
44.0
52.0
44.0
29.5
13.0
11.0
14.0
17.0
17.0
18.0
20.0
26.0
22.0
23.0
22.0
23.0
29.0
19.0
31.0
26.0
30.0
33.0
17.0
42.0
8.7
3.0
4.0
1.0
3.0
3.0
1.0
3.0
1.0
8.0
7.0
6.0
5.0
6.0
8.0
7.0
10.0
7.0
9.0
11.0
5.0
2.9
―
3.0
2.0
2.0
1.0
1.0
1.0
1.0
―
―
3.0
1.0
―
2.0
1.0
2.0
3.0
1.0
6.0
―
† 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.
† Airlines noted with an asterisk are those for which comparisons are not available because they were not included in the prior survey.
† Tabulation excludes airlines with less than 80s: AirAsia X, Scoot, Tigerair Taiwan, Jeju Air, T'Way Airlines, Jetstar, Vanilla Air,
Peach Aviation.
■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
Diversity of
the meal
menu
Refreshments,
snacks,
desserts
Soft drinksAlcoholic
beverages
Extent of
meals and
drinks provided
for free
OtherNothing in
particular
Reasons for satisfaction 2,180 63.3 38.2 20.6 23.4 27.4 29.7 26.4 0.5 6.2
Reasons for dissatisfaction 1,516 45.5 10.9 20.8 6.7 4.0 6.8 12.1 2.4 28.2
† "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."
Part 2: Airline Evaluations
Airline Satisfaction Survey 2019
Am satisfied
More
satisfied
than not
Can't say
either way
More
dissatisfied
than not
Am
dissatisfied
Legend
Total (n=3,803) 3.40 3.39
By
airline1 (3) ↑ ANA [Japanese] (n=100) 4.05 3.89
2 (2) - JAL [Japanese] (n=100) 3.98 3.96
3 * * Air New Zealand [Pacific / Oceania] (n=100) 3.95 *
3 (1) ↓ Emirates [Middle East / Africa] (n=100) 3.95 4.01
5 (5) - Singapore Airlines [Asian] (n=100) 3.87 3.77
6 (6) - Qatar Airways [Middle East / Africa] (n=100) 3.81 3.75
7 (6) ↓ KLM Royal Dutch Airlines [European] (n=100) 3.78 3.75
8 (15) ↑ Finnair [European] (n=100) 3.75 3.55
9 (10) ↑ Turkish Airlines [Middle East / Africa] (n=100) 3.72 3.66
10 (4) ↓ Delta Air Lines [South / North American] (n=100) 3.70 3.80
11 (13) ↑ Cathay Pacific Airways [Asian] (n=100) 3.66 3.60
12 (9) ↓ Air France [European] (n=100) 3.63 3.71
12 (22) ↑ American Airlines [South / North American] (n=100) 3.63 3.47
14 (18) ↑ Lufthansa [European] (n=100) 3.62 3.52
15 (14) ↓ Korean Air [Asian] (n=100) 3.61 3.56
16 (18) ↑ Eva Air [Asian] (n=100) 3.57 3.52
17 (12) ↓ Qantas [Pacific / Oceania] (n=100) 3.55 3.64
18 (24) ↑ British Airways [European] (n=100) 3.48 3.39
19 (15) ↓ Asiana Airlines [Asian] (n=100) 3.47 3.55
20 (21) ↑ China Airlines [Asian] (n=100) 3.46 3.48
Satisfaction
points
last yearOrder
last year
Order
this year
Changes
in order
Satisfaction
points
12.3%
29.0
23.0
25.0
28.0
21.0
24.0
18.0
17.0
21.0
11.0
19.0
13.0
15.0
10.0
17.0
9.0
12.0
7.0
12.0
10.0
36.1
51.0
55.0
51.0
43.0
48.0
41.0
50.0
51.0
40.0
50.0
42.0
46.0
45.0
47.0
37.0
48.0
43.0
46.0
43.0
35.0
35.4
17.0
19.0
19.0
26.0
29.0
28.0
25.0
22.0
30.0
37.0
29.0
32.0
30.0
38.0
37.0
35.0
35.0
38.0
28.0
47.0
12.1
2.0
3.0
4.0
2.0
1.0
6.0
6.0
10.0
8.0
2.0
6.0
9.0
8.0
5.0
8.0
7.0
8.0
6.0
14.0
7.0
4.1
1.0
―
1.0
1.0
1.0
1.0
1.0
―
1.0
―
4.0
―
2.0
―
1.0
1.0
2.0
3.0
3.0
1.0
19
●The "Inflight entertainment" satisfaction total average was 3.40 points, which was the
lowest score among all five categories.
●ANA went from 3rd place last year to the top spot this time, with 4.05 points. This was
followed by Japan Airlines (3.98 points) and Air New Zealand (3.95 points).
●As both reasons for satisfaction and reasons for dissatisfaction, "Movie/program
content," "Number of movies/TV channels," and "Whether movies/TV available in
Japanese language" were given far more than others.
2. Satisfaction by Attribute
5) In-flight Entertainment: Top 20
■Satisfaction with in-flight Entertainment (in-flight entertainment users / 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.
† Airlines noted with an asterisk are those for which comparisons are not available because they were not included in the prior survey.
† Tabulation excludes airlines with less than 80s: Scoot, Tigerair Taiwan, Jeju Air, T'Way Airlines, Jetstar, Vanilla Air,
Peach Aviation.
■Reasons for Satisfaction / Reasons for Dissatisfaction with in-flight Entertainment
(in-flight entertainment users / Multiple Answer)(%)
Sample
Number of TV
channels and
movies
Movies/TV
programs
available
Whether
movies/TV
available in
Japanese
language
Number of
music
channels
Music program
content
Whether there
is Japanese
content
(Japanese
movies,
Japanese
music, etc.)
Game
types/content
In-flight
magazine
Magazines,
newspapers
On-demand
broadcastsSeatback TV
Content that
can connect
to dedicated
apps on my
own
smartphone/
tablet
Extent of the
free
entertainment
that is
available
Prices,
selection, etc.
of in-flight
sales
OtherNothing in
particular
Reasons for satisfaction 1,839 39.9 40.9 33.1 12.7 10.1 15.2 6.5 9.8 6.5 3.7 3.6 2.5 9.1 3.8 0.3 16.3
Reasons for dissatisfaction 1,964 15.0 20.3 24.6 5.2 5.1 12.7 3.5 4.8 4.4 1.6 2.3 1.9 5.9 2.3 2.4 41.2
† "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."
Part 2: Airline Evaluations
Airline Satisfaction Survey 201920
●The cost performance satisfaction total average was 3.75 points.
●Qatar Airways went from 2nd place last year to the top spot this time, with 4.13 points.
Second place was Turkish Airlines (4.10 points), while Vanilla Air (4.03 points) ranked 3rd,
a huge increase in its ranking from 25th place last year.
●Among both the reasons for satisfaction and reasons for dissatisfaction, "Air ticket
prices" was given most.
3. Satisfaction with Cost Performance: TOP20
■Satisfaction with cost performance (Total / Single Answer)
Am
satisfied
More
satisfied
than not
Can't say
either way
More
dissatisfied
than not
Am
dissatisfiedDon't know
Legend
Total (n=4,000) 3.75 3.72
By
airline1 (2) ↑ Qatar Airways [Middle East / Africa] (n=100) 4.13 4.01
2 (6) ↑ Turkish Airlines [Middle East / Africa] (n=100) 4.10 3.94
3 (25) ↑ ● Vanilla Air [Japanese] (n=100) 4.03 3.73
4 (4) - ● Peach Aviation [Japanese] (n=100) 4.00 3.96
5 (24) ↑ Singapore Airlines [Asian] (n=100) 3.95 3.74
6 (3) ↓ Emirates [Middle East / Africa] (n=100) 3.94 4.01
7 (17) ↑ ● Tigerair Taiwan [Asian] (n=100) 3.93 3.77
8 * * Air New Zealand [Pacific / Oceania] (n=100) 3.92 *
9 (7) ↓ ● Scoot [Asian] (n=100) 3.91 3.92
10 (29) ↑ ● Jetstar [Pacific / Oceania] (n=100) 3.88 3.67
11 (15) ↑ KLM Royal Dutch Airlines [European] (n=100) 3.88 3.78
12 * * ● T'Way Airlines [Asian] (n=100) 3.86 *
13 (23) ↑ ANA [Japanese] (n=100) 3.84 3.75
14 (28) ↑ Cathay Pacific Airways [Asian] (n=100) 3.84 3.67
15 (12) ↓ China Airlines [Asian] (n=100) 3.83 3.81
16 (8) ↓ Eva Air [Asian] (n=100) 3.82 3.91
17 (27) ↑ ● AirAsia X [Asian] (n=100) 3.82 3.68
18 (15) ↓ Finnair [European] (n=100) 3.81 3.78
19 (1) ↓ ● Jeju Air [Asian] (n=100) 3.79 4.03
20 (11) ↓ Asiana Airlines [Asian] (n=100) 3.78 3.81
Satisfaction
points
last yearOrder
this year
Order
last year
Changes
in order
Satisfaction
points
17.2%
31.0
34.0
32.0
27.0
23.0
23.0
23.0
24.0
22.0
15.0
19.0
25.0
22.0
16.0
16.0
15.0
19.0
18.0
16.0
18.0
46.4
50.0
39.0
48.0
52.0
48.0
45.0
51.0
45.0
56.0
59.0
50.0
43.0
53.0
56.0
50.0
50.0
52.0
44.0
50.0
48.0
27.4
16.0
18.0
14.0
17.0
26.0
26.0
19.0
27.0
16.0
22.0
23.0
23.0
15.0
20.0
26.0
30.0
23.0
28.0
28.0
27.0
4.3
1.0
2.0
3.0
2.0
1.0
―
4.0
1.0
3.0
1.0
4.0
5.0
7.0
6.0
3.0
1.0
4.0
4.0
3.0
5.0
1.7
―
1.0
3.0
2.0
―
1.0
1.0
1.0
3.0
1.0
―
2.0
3.0
―
―
―
2.0
―
1.0
1.0
3.0
2.0
6.0
―
―
2.0
5.0
2.0
2.0
―
2.0
4.0
2.0
―
2.0
5.0
4.0
―
6.0
2.0
1.0
† 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.
† Since ranking is assigned up to third place by the value after the decimal point, ranking may differ despite an identical satisfaction
score.
† Airlines noted with an asterisk are those for which comparisons are not available because they were not included in the prior survey.
† "●" indicates a low-cost carrier (LCC)
■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 2,544 67.1 40.8 35.3 23.3 24.0 21.3 26.3 1.5 3.0
Reasons for dissatisfaction 1,337 36.5 24.5 15.5 10.8 17.4 19.0 7.5 6.0 23.6
† "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."
Part 2: Airline Evaluations
Airline Satisfaction Survey 2019
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) 69.0
ANA (n=100) 92.0
JAL (n=100) 91.0
● Vanilla Air (n=100) 77.0
● Peach Aviation (n=100) 74.0
American Airlines (n=100) 68.0
Air Canada (n=100) 59.0
Delta Air Lines (n=100) 73.0
United Airlines (n=100) 55.0
Qantas (n=100) 76.0
● Jetstar (n=100) 70.0
Air New Zealand (n=100) 85.0
Hawaiian Airlines (n=100) 62.0
Asiana Airlines (n=100) 77.0
● AirAsia X (n=100) 68.0
Eva Air (n=100) 76.0
Garuda Indonesia (n=100) 66.0
Cathay Pacific Airways (n=100) 74.0
Singapore Airlines (n=100) 87.0
● Scoot (n=100) 71.0
Korean Air (n=100) 69.0
● Tigerair Taiwan (n=100) 64.0
Thai Airways (n=100) 75.0
● Jeju Air (n=100) 68.0
China Airlines (n=100) 71.0
Air China (n=100) 39.0
China Eastern Airlines (n=100) 41.0
● T'Way Airlines (n=100) 61.0
Philippines Airlines (n=100) 57.0
Vietnam Airlines (n=100) 64.0
Hong Kong Airlines (n=100) 58.0
Malaysia Airlines (n=100) 51.0
Alitalia (n=100) 51.0
Air France (n=100) 72.0
KLM Royal Dutch Airlines (n=100) 77.0
Finnair (n=100) 77.0
British Airways (n=100) 63.0
Lufthansa (n=100) 66.0
Emirates (n=100) 77.0
Qatar Airways (n=100) 79.0
Turkish Airlines (n=100) 77.0
Intention
to Use
Again
Total
By
airline
Jap
anese
South /
North American
Mid
dle E
ast
/
Afr
ica
Euro
pean
Asi
anP
acifi
c /
Ocean
ia
19.1%
38.0
36.0
20.0
27.0
17.0
14.0
21.0
11.0
15.0
18.0
31.0
22.0
20.0
14.0
17.0
11.0
16.0
29.0
18.0
19.0
25.0
22.0
19.0
19.0
8.0
6.0
15.0
11.0
8.0
8.0
10.0
12.0
19.0
20.0
24.0
13.0
17.0
33.0
27.0
33.0
49.9
54.0
55.0
57.0
47.0
51.0
45.0
52.0
44.0
61.0
52.0
54.0
40.0
57.0
54.0
59.0
55.0
58.0
58.0
53.0
50.0
39.0
53.0
49.0
52.0
31.0
35.0
46.0
46.0
56.0
50.0
41.0
39.0
53.0
57.0
53.0
50.0
49.0
44.0
52.0
44.0
23.4
6.0
9.0
15.0
22.0
24.0
33.0
25.0
35.0
17.0
22.0
13.0
25.0
16.0
20.0
24.0
24.0
16.0
13.0
20.0
22.0
28.0
22.0
25.0
27.0
49.0
34.0
28.0
34.0
29.0
23.0
42.0
29.0
22.0
18.0
20.0
25.0
28.0
21.0
16.0
15.0
5.3
1.0
―
6.0
2.0
4.0
5.0
1.0
6.0
5.0
7.0
2.0
9.0
4.0
11.0
―
7.0
4.0
―
6.0
6.0
4.0
3.0
4.0
2.0
10.0
17.0
5.0
7.0
4.0
11.0
4.0
14.0
6.0
5.0
3.0
9.0
5.0
1.0
4.0
7.0
2.4
1.0
―
2.0
2.0
4.0
3.0
1.0
4.0
2.0
1.0
―
4.0
3.0
1.0
―
3.0
6.0
―
3.0
3.0
4.0
―
3.0
―
2.0
8.0
6.0
2.0
3.0
8.0
3.0
6.0
―
―
―
3.0
1.0
1.0
1.0
1.0
21
●Regarding intention to use again, the "Intention to use again – total" (that is, including "I’d
very much like to use" (19%)) was 69%.
●By airline, at the top of the "Intention to use again - total" ranking was ANA (92%).
Second place was JAL (91%). This was followed by Singapore Airlines (87%).
●Among LCC, the Vanilla Air "intention to use again – total" was 77%, which made it 6th
place among the total.
4. Intention to Use Again
■Intention to Use Again (Total / Single Answer)
† "●" indicates a low-cost carrier (LCC)
Part 2: Airline Evaluations
Airline Satisfaction Survey 2019
(n=4,000) (%) Ranking (n=4,000)
1 ANA [Japanese] n=2,489 62.2 1 64.6 ↓
2 JAL [Japanese] n=2,003 50.1 2 51.5 ↓
3 Singapore Airlines [Asian] n=724 18.1 3 18.8 ―
4 Emirates [Middle East / Africa] n=531 13.3 4 13.9 ―
5 ● Peach Aviation [Japanese] n=247 6.2 5 6.2 ―
6 Air France [European] n=231 5.8 7 5.9 ―
7 Cathay Pacific Airways [Asian] n=225 5.6 8 5.3 ―
8 Delta Air Lines [South / North American] n=202 5.1 9 5.1 ―
9 Lufthansa [European] n=194 4.9 6 6.1 ↓
10 ● Vanilla Air [Japanese] n=165 4.1 11 4.1 ―
11 United Airlines [South / North American] n=163 4.1 13 3.7 ―
12 KLM Royal Dutch Airlines [European] n=154 3.9 12 3.9 ―
13 Qatar Airways [Middle East / Africa] n=153 3.8 15 3.3 ―
14 Hawaiian Airlines [Pacific / Oceania] n=152 3.8 10 4.2 ―
15 Thai Airways [Asian] n=148 3.7 15 3.3 ―
16 Finnair [European] n=146 3.7 14 3.5 ―
17 Air New Zealand [Pacific / Oceania] n=134 3.4 19 2.3 ↑
18 Qantas [Pacific / Oceania] n=99 2.5 18 2.4 ―
19 Eva Air [Asian] n=90 2.3 20 2.1 ―
20 American Airlines [South / North American] n=85 2.1 21 2.0 ―
21 Etihad Airways n=80 2.0 23 1.9 ―
22 ● Spring Japan n=78 2.0 28 1.4 ―
23 British Airways [European] n=74 1.9 21 2.0 ―
24 Air Canada [South / North American] n=73 1.8 17 2.4 ―
24 Turkish Airlines [Middle East / Africa] n=73 1.8 26 1.6 ―
26 ● Jetstar [Pacific / Oceania] n=69 1.7 25 1.6 ―
26 Korean Air [Asian] n=69 1.7 26 1.6 ―
28 ● AirAsia X [Asian] n=55 1.4 30 1.0 ―
29 Swiss International Airlines n=46 1.2 29 1.2 ―
30 Asiana Airlines [Asian] n=41 1.0 24 1.7 ―
31 Garuda Indonesia [Asian] n=40 1.0 33 0.8 ―
32 China Airlines [Asian] n=37 0.9 31 0.9 ―
33 Alitalia [European] n=34 0.9 32 0.9 ―
33 Scandinavian Airlines n=34 0.9 33 0.8 ―
35 Vietnam Airlines [Asian] n=33 0.8 33 0.8 ―
36 ● Tigerair Taiwan [Asian] n=28 0.7 43 0.5 ―
37 Malaysia Airlines [Asian] n=27 0.7 37 0.7 ―
38 ● Scoot [Asian] n=26 0.7 36 0.7 ―
39 ● Jetstar Asia Airways n=25 0.6 38 0.6 ―
40 Air Tahiti Nui n=24 0.6 43 0.5 ―
40 ● Jeju Air [Asian] n=24 0.6 39 0.6 ―
42 ● Thai AirAsia X n=20 0.5 46 0.4 ―
43 Cathay Dragonair (formerly Hong Kong Dragonair) n=18 0.5 40 0.5 ―
44 Aero Mexico n=17 0.4 45 0.5 ―
45 Air China [Asian] n=16 0.4 51 0.2 ―
46 Philippines Airlines [Asian] n=15 0.4 40 0.5 ―
47 ● Air Seoul n=14 0.4 * * *
48 ● Air Busan n=13 0.3 40 0.5 ―
49 ● Cebu Pacific Air n=12 0.3 48 0.3 ―
49 China Eastern Airlines [Asian] n=12 0.3 48 0.3 ―
49 Aeroflot n=12 0.3 52 0.2 ―
52 ● Thai Lion Air n=11 0.3 * * *
53 ● NokScoot n=10 0.3 * * *
53 Hong Kong Airlines [Asian] n=10 0.3 46 0.4 ―
53 ● Hong Kong Express Airways n=10 0.3 57 0.1 ―
56 ● Spring Airlines n=9 0.2 52 0.2 ―
57 ● Jin Air n=8 0.2 52 0.2 ―
58 Fiji Airways n=7 0.2 * * *
59 ● Eastar Jet n=6 0.2 60 0.1 ―
59 China Southern Airlines n=6 0.2 60 0.1 ―
59 ● T'Way Airlines [Asian] n=6 0.2 60 0.1 ―
59 Air Macau n=6 0.2 66 0.1 ―
59 LOT Polish Airlines n=6 0.2 60 0.1 ―
64 Uzbekistan Airways n=4 0.1 57 0.1 ―
64 Hainan Airlines n=4 0.1 66 0.1 ―
66 Air Calédonie International n=3 0.1 50 0.3 ―
66 Air Niugini n=3 0.1 60 0.1 ―
66 Air Indian n=3 0.1 66 0.1 ―
66 SriLankan Airlines n=3 0.1 52 0.2 ―
66 Bangkok Airways n=3 0.1 66 0.1 ―
66 Aurora Airways (Former Sakhalin Airlines, former Vladivostok Airlines) n=3 0.1 66 0.1 ―
72 Asia Atlantic Airlines n=2 0.1 72 ― ―
72 Shandong Airlines n=2 0.1 75 ― ―
72 Sichuan Air n=2 0.1 75 ― ―
72 Shanghai Airlines n=2 0.1 75 ― ―
72 Shinzhen Air n=2 0.1 75 ― ―
72 South African Airways n=2 0.1 57 0.1 ―
78 Jet Airways n=1 ― 75 ― ―
78 Juneyao Airlines n=1 ― 72 ― ―
78 Pakistan International Airlines n=1 ― 75 ― ―
78 ● VietJet Air n=1 ― * * *
78 Miat Mongolian Airlines n=1 ― 72 ― ―
78 S7 Aviation (former Siberian Airlines) n=1 ― 66 0.1 ―
78 EgyptAir n=1 ― 60 0.1 ―
85 ● China United Airlines n=0 ― * * *
85 Ethiopian Airlines n=0 ― 52 0.2 ―
Other n=26 0.7 0.2
Don't know n=278 7.0 6.9
2019 Survey 2018 Survey Rate of
increase0 10 20 30 40 50 60 70
2019 Survey(%)
22
●When respondents were asked about airlines they would like to use again, the highest
percentage gave ANA (62%), which was the same result as last year. This was followed by
JAL (50%), an indication that the two Japanese carriers have maintained high use intention
scores.
●Among the LCCs, Peach Aviation ranked in 5th place with a score of 6%.
5. Airlines Desired for Future Use
† Respondents were asked about airlines they would like to try using for international flights.
† "●" indicates a low-cost carrier (LCC)
† Rate of increase: The arrow indicates increases/decreases for airlines for which there were changes of plus or minus one point
between the 2018 survey and 2019 survey.
■Airlines Desired for Future Use (Total / Up to 3)
23
Issue :JULY 2019
AB-ROAD Research Center, Travel Information Div. Recruit Lifestyle Co.,Ltd.GranTokyoSOUTHTOWER,1-9-2 MarunouchiChiyoda-ku Tokyo, JapanCopyright(C) Recruit Lifestyle Co.,Ltd.