Last week Australian consumer advocacy group Choice made a lofty claim: Jetstar is the world's worst airline. It was part of an international survey into airline customer satisfaction that was conducted by 10 different consumer organisations. Except, the Choice survey is flawed. Jetstar isn't the worst airline in the world, perhaps not even Australia. Here's why: 

  • Survey participants came from only eight countries: Australia, Belgium, Brazil, Denmark, France, Italy, Portugal and Spain. None from the USA, Canada, UK, Singapore, Japan, Malaysia, China... the list goes on. How any "world's worst" claim can be taken seriously when these areas weren't included is like saying that pineapple on pizza is the world's best pizza topping after surveying only Queenslanders. 
  • Choice didn't consider Jetstar's main competitor Tigerair in the results as it "didn't have enough responses". Choice has not released the survey data but says 745 respondents came from Australia. How they were selected is not clear. Report data from the Australian Airline Customer Advocate (2015) shows that Tigerair makes up a much higher % of consumer complaints in Oz so if they were considered I expect they would have ranked lower.
  • On time performance (OTP) data for 2016 shows that Jetstar performed worse than other Australian airlines, but not much worse than Tiger. March 2017 OTP data shows Jetstar has improved, arriving on time 69.9% (Tigerair 66.2%) and departing on time 67.7% (Tigerair 67%). Jetstar's % of cancellations was slightly higher (2.7% vs 2.4%). They are essentially equals in this respect. 
  • Choice doesn't state whether the OTP data they used was taken from official sources or from customer feedback. OTP data sourced from passengers from such a limited selection of countries means only international services may have been factored and not domestic services. 
  • There are cost and value differences to be considered when comparing full service airlines with low cost carriers in the same list. 

However, the biggest red flag is how poorly Qantas and Virgin Australia performed. Two standout airlines that are consistently awarded for their service but scored a miserable 36 and 51 respectively. 

What this says to me is that the Choice survey says more about Australian travellers than it does Jetstar:

  1. Australian's have high expectations when they fly 
  2. Australian's have a great selection of airlines to choose from 

What do you think?

Michael Meloni
+61 410 223 843

Kansai Airports has a new corporate identity

A lot of great things can be said about Japanese design. I'm a fan. However, a lot of bad things can be said about Japanese *corporate design* (especially web design). It's often at the extremes: bland or chaotic. Kansai Airports new identity is safe (PDF). It feels familiar, like a subway map. The concepts behind it, reduced stress and the enjoyment of travel, I like more. 

"We at Kansai Airports think that creating new travel and airport experiences requires two important elements. Those elements are reduced stress and increased enjoyment. The blue color represents relaxation and comfort. Red represents the excitement of travel. The logo design illustrates those two elements coming together in a balanced way to form a single point."

Web round up

Art installations at airports provide unexpected dose of serenity

From dinosaur bones to glass mosaics, airports are becoming more savvy to how installations can improve the passenger experience

The travel agents rethinking the brick and mortar retail experience

Ancillary revenue gains hinge on ending siloed approach

What does the future hold for Vancouver International?

Journalist Phil Fine speaks to Carl Jones about the future of Vancouver Intl. Airport.

Skift talk truthful consumerism in the travel industry

'A connected world is one of the deep drivers at work when it comes to this new moment. So how is Truthful Consumerism playing out in the travel industry?'

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