Jetstar Asia ranks top in customer satisfaction for LCCs in Singapore

Customers in Singapore have ranked Jetstar Asia as the top budget airline in the 2014 Customer Satisfaction Index of Singapore (CSISG)*.

Since Jetstar Asia started participating in the survey in 2012, the customer satisfaction index for the airline has improved year-on-year and has increased by 5.7 points over the two year period.

The survey measures customer satisfaction in terms of customer expectation and perceived quality and value, and Jetstar Asia has improved in across all measures. In 2014, the most significant improvement was customer loyalty and the rate of complaints also fell significantly.

Jetstar Asia CEO Bara Pasupathi said that the positive customer feedback was very encouraging.

“In the last two years, Jetstar Asia has introduced first-to-market innovations like our online virtual assistant service, Ask Jess, straight-to-gate, check-in kiosks and bag drop services to save our customers time and streamline the travel experience.

“Customers are seeing the value of our services and are voting with their feet,” said Mr Pasupathi.

“This result is also a credit to our team who genuinely care for our customers and are dedicated to creating great travel experiences for them,” he said.

“The customer has always been at the heart of everything we do and understanding their needs and experience along the customer journey helps us enhance their travel experience, while continuing to enjoy low fares,” he said.

The CSISG is an annual benchmark of customer satisfaction of goods and services produced by the Singapore economy over time and across countries. The results are released by the Institute of Service Excellence at the Singapore Management University (ISES).

About Jetstar

The Jetstar Group is one of Asia Pacific’s fastest growing airline brands with one of the most extensive ranges of destinations in the region. It is made up of Jetstar Airways (subsidiary of the Qantas Group) in Australia and New Zealand, Jetstar Asia in Singapore, Jetstar Pacific in Vietnam, and Jetstar Japan in Japan. Jetstar branded carriers operate up to 5,000 flights a week to more than 85 destinations. The Jetstar Group carried more than 37 million passengers in financial year 2017.