2019 Airline Satisfaction Survey · 2019-07-09 · Part 1: Outline of This Report Airline...

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


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



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

（％）



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



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)



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."





■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

（％）



■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

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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

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a J

apan

ese

airlin

e

I ac

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iles

/ t

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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

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rt g

round

cre

w p

rovi

des

good

serv

ice

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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

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rier)

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er

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ing

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r

I hav

en't s

ele

cte

d th

e a

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yself

(was

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on w

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d m

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ust

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to b

e t

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in t

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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

（％）



■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 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

（％）



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


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



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.




（％）

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



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


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





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)




■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."



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


3 （2） ↓ JAL [Japanese] (n=100) 4.14 4.18








11 （7） ↓ Eva Air [Asian] (n=100) 3.81 3.89





15 （17） ↑ Qantas [Pacific / Oceania] (n=100) 3.77 3.70




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) 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)





（％）

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 / 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) 3.68 3.63

By

airline1 （2） ↑ ANA [Japanese] (n=100) 4.12 4.15

1 （1） - JAL [Japanese] (n=100) 4.12 4.18







9 （5） ↓ Eva Air [Asian] (n=100) 3.85 3.88






15 （23） ↑ Hawaiian Airlines [Pacific / Oceania] (n=100) 3.75 3.60



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


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.


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







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



4 （3） ↓ Singapore Airlines [Asian] (n=100) 4.00 3.96


5 （5） - JAL [Japanese] (n=100) 3.97 3.92


7 （5） ↓ ANA [Japanese] (n=100) 3.95 3.92






14 （14） - Lufthansa [European] (n=100) 3.72 3.66

15 （9） ↓ Eva Air [Asian] (n=100) 3.68 3.82




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.


† 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







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



5 （5） - Singapore Airlines [Asian] (n=100) 3.87 3.77

6 （6） - Qatar Airways [Middle East / Africa] (n=100) 3.81 3.75






12 （9） ↓ Air France [European] (n=100) 3.63 3.71




16 （18） ↑ Eva Air [Asian] (n=100) 3.57 3.52


18 （24） ↑ British Airways [European] (n=100) 3.48 3.39



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.


5) In-flight Entertainment: Top 20

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




† 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





●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



4 （4） - ● Peach Aviation [Japanese] (n=100) 4.00 3.96



7 （17） ↑ ● Tigerair Taiwan [Asian] (n=100) 3.93 3.77


9 （7） ↓ ● Scoot [Asian] (n=100) 3.91 3.92

10 （29） ↑ ● Jetstar [Pacific / Oceania] (n=100) 3.88 3.67


12 * * ● T'Way Airlines [Asian] (n=100) 3.86 *

13 （23） ↑ ANA [Japanese] (n=100) 3.84 3.75


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


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



† Since ranking is assigned up to third place by the value after the decimal point, ranking may differ despite an identical satisfaction

score.



■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







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)




(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.


† 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)

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.

2019 Airline Satisfaction Survey · 2019-07-09 · Part 1: Outline of This Report Airline...

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