Airline Satisfaction Survey...Part 1: Outline of This Report Airline Satisfaction Survey 2018 "2018...

2018Airline 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 income 5

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

Time spent on flight (per one-way) 6

・ Means of Arranging Air Tickets Used 7

・ Air Tickets Used 8

・ Whether Airline Website/app Was Used for Overseas Travel 9

・ Purpose for Use of Airline Website/app 10

・ Items of Importance When Choosing Airline 11

・ Optional Services Not Free That Were Used 13

Part 2: Airline Evaluations 14

1. Overall Satisfaction 15

2. Satisfaction by Attribute 16

1) Aircraft Equipment and Amenities 16

2) Service by Cabin Crew 17

3) Service by Ground Crew 18

4) In-flight Food and Drink Service 19

5) In-flight Entertainment 20

3. Satisfaction with Cost Performance 21

4. Intention to Use Again 22

5. Airlines Desired for Future Use 23

3

Part 1: Outline of This Report


Airline Satisfaction Survey 2018

"2018 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 2017 (the month of departure being in 2017).

○Timing

Tue. 20 Mar through Mon. 26 Mar, 2018

○Research Method

Internet survey

○Numbers Tabulated

5,016 respondents (respondents contacted: 8,086; samples collected:5,314 (successful collection rate of :65.7%))

○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 2017.

○Respondents

The survey was done on 13,211 respondents selected from the Mighty Monitors of INTAGE Inc. These were Japanese citizens

aged 18 years and over who traveled overseas in the year 2017 (the month of departure being in 2017).

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

○Timing

Thu. 12 April through Mon. 16 April, 2018

○Research Method

Internet survey

○Tabulation Numbers

4,000 respondents (respondents contacted: 13,211, samples collected: 5,833s (successful collection rate of 44.2%))

* 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, Hawaiian

Airlines, Asiana Airlines, AirAsia X, Eva Air, Garuda Indonesia, Cathay Pacific Airways, Jetstar Asia Airways, Singapore Airlines,

Scoot, Korean Air, Tigerair Taiwan, Thai Airways, Jeju Air, China Airlines, Air China, China Eastern Airlines, Philippines Airlines,

Vietnam Airlines, Hong Kong Airlines, Malaysia Airlines, KLM Royal Dutch Airlines, Alitalia, Air France, Finnair, British Airways,

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

* The airlines included in this survey are the top 40 airlines used in the last trip taken in the year 2017, according to the

results of the “2018 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.

“2017 Airline Satisfaction Survey” - Timing: 14 April through 17 April 2017; Sample size tabulated: 4,000s (100 samples

for each airline)

(3) In this survey, respondents who in 2017 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 1.10765974 0.91670177 0.80272950 0.78656379 1.02916549

Female 1.12752382 1.10460628 1.10231553 1.13344618 1.15559906



2. Profile of the Respondents

(n＝4,000) (n＝4,000)

Male

51.7%

Female

48.4%

18-29 yrs

10.4%

30-39 yrs

14.3%

40-49 yrs

21.2%50-59 yrs

25.6%

60 yrs+

28.7%

（％）

Hokkaido TohokuKanto

Total

Kita

Kanto

4

prefectures

Hokuriku/

Koshinetsu

Chubu/

Tokai

Kansai

TotalKeihanshin

Other

KinkiChugoku Shikoku

Kyushu/

Okinawa

Sample

Total 4,000 2.9 2.8 48.1 3.8 44.3 3.4 10.7 21.7 18.4 3.3 3.6 1.6 5.3

（％）

Office

workers/

General

(clerical)

Office

workers/

General

(research

or

technical)

Office

workers/

General

(sales)

Office

workers/

General

(others)

Office

workers/

Manager

class,

company

directors

Civil

servants/

Educators

Self-

employedFreelance

Temporary

worker/

Contracted

employee

Part-

timersStudents

Full-time

housewivesUnemployed Other

Sample

Total 4,000 14.3 8.7 4.5 5.2 11.8 5.0 5.8 3.1 3.5 9.2 2.5 14.2 11.5 0.9

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 10.1 9.3 9.2 8.4 7.4 7.8 12.3 14.3 6.5 15.0

0

5

10

15

20

Total

（％）

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

■Area of Residence (Total / Single Answer)

■Occupation (Total / Single Answer)

■Annual Household Income (Total / Single Answer)



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 14.8 17.4 4.1 24.1 2.3 9.8 6.4 3.5 11.5 2.4 1.1 2.7

0

5

10

15

20

25

Total

（％）

[Package]

Full

package

[Package]

Medium

package

[Package]

Skelton[FIT]

Legend

Total 49.0

Package

Tour

Total

(n=4,000) 17.6％ 10.6 20.8 51.0

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) 38.9％ 28.5 32.7

■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)



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)

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)

● Jetstar Asia 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)

Philippines Airlines (n=100)

Vietnam Airlines (n=100)

Hong Kong Airlines (n=100)

Malaysia Airlines (n=100)

KLM Royal Dutch Airlines (n=100)

Alitalia (n=100)

Air France (n=100)

Finnair (n=100)

British Airways (n=100)

Lufthansa (n=100)

Etihad Airways (n=100)

Emirates (n=100)

Qatar Airways (n=100)

Turkish Airlines (n=100)

By

airline

Pac

ific /

Ocean

iaEuro

pean

Mid

dle E

ast

/ A

fric

aA

sian

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

6.9％

9.0

10.0

1.0

1.0

8.0

1.0

7.0

12.0

6.0

1.0

2.0

4.0

2.0

5.0

8.0

11.0

1.0

10.0

1.0

2.0

1.0

20.0

1.0

9.0

20.0

18.0

11.0

14.0

8.0

7.0

5.0

―

10.0

5.0

13.0

12.0

10.0

2.0

2.0

6.0

22.7

27.0

23.0

47.0

66.0

22.0

20.0

20.0

27.0

22.0

34.0

12.0

24.0

54.0

23.0

9.0

14.0

45.0

16.0

39.0

16.0

34.0

21.0

47.0

4.0

13.0

7.0

13.0

12.0

18.0

15.0

25.0

12.0

24.0

16.0

16.0

20.0

11.0

14.0

14.0

10.0

49.0

53.0

49.0

34.0

24.0

39.0

56.0

47.0

38.0

50.0

44.0

75.0

47.0

28.0

52.0

60.0

62.0

32.0

61.0

40.0

48.0

45.0

31.0

28.0

71.0

31.0

45.0

46.0

52.0

52.0

49.0

44.0

68.0

48.0

64.0

44.0

57.0

56.0

71.0

59.0

59.0

11.3

7.0

12.0

4.0

1.0

18.0

10.0

15.0

11.0

14.0

9.0

5.0

14.0

5.0

10.0

15.0

7.0

11.0

3.0

7.0

18.0

5.0

20.0

10.0

11.0

19.0

13.0

13.0

11.0

12.0

20.0

14.0

15.0

12.0

7.0

15.0

7.0

14.0

11.0

12.0

15.0

4.7

1.0

―

3.0

3.0

6.0

7.0

3.0

6.0

3.0

5.0

4.0

7.0

6.0

4.0

2.0

2.0

5.0

5.0

10.0

6.0

2.0

3.0

6.0

4.0

9.0

8.0

10.0

5.0

6.0

4.0

6.0

3.0

3.0

5.0

5.0

1.0

5.0

2.0

9.0

5.0

1.2

―

1.0

3.0

―

3.0

―

2.0

2.0

1.0

3.0

―

―

―

―

3.0

1.0

2.0

1.0

2.0

2.0

3.0

1.0

5.0

―

2.0

2.0

2.0

―

1.0

―

―

―

2.0

―

2.0

―

1.0

―

―

2.0

4.2

3.0

5.0

8.0

5.0

4.0

6.0

6.0

4.0

4.0

4.0

2.0

4.0

5.0

6.0

3.0

3.0

4.0

4.0

1.0

8.0

10.0

4.0

3.0

1.0

6.0

7.0

5.0

6.0

3.0

5.0

6.0

2.0

1.0

3.0

5.0

3.0

3.0

―

4.0

3.0

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

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



Low cost

ticket

(individual sales

of group fare)

PEX tickets

(officially

discounted

fare)

Ticket sold

directly by a

low cost

carrier

Free air tickets

acquired

through

mileage

Air tickets at

normal fares

Don't really

know / Others

Legend

Total (n=2,041)

ANA (n=47)

JAL (n=51)

● Vanilla Air (n=66)

● Peach Aviation (n=76)

American Airlines (n=61)

Air Canada (n=44)

Delta Air Lines (n=53)

United Airlines (n=62)

Qantas (n=50)

● Jetstar (n=56)

Hawaiian Airlines (n=25)

Asiana Airlines (n=53)

● AirAsia X (n=72)

Eva Air (n=48)

Garuda Indonesia (n=40)

Cathay Pacific Airways (n=38)

● Jetstar Asia Airways (n=68)

Singapore Airlines (n=39)

● Scoot (n=60)

Korean Air (n=52)

● Tigerair Taiwan (n=55)

Thai Airways (n=69)

● Jeju Air (n=72)

China Airlines (n=29)

Air China (n=69)

China Eastern Airlines (n=55)

Philippines Airlines (n=54)

Vietnam Airlines (n=48)

Hong Kong Airlines (n=48)

Malaysia Airlines (n=51)

KLM Royal Dutch Airlines (n=56)

Alitalia (n=32)

Air France (n=52)

Finnair (n=36)

British Airways (n=56)

Lufthansa (n=43)

Etihad Airways (n=44)

Emirates (n=29)

Qatar Airways (n=41)

Turkish Airlines (n=41)

By

airline

Jap

anese

South

/

Nort

h A

merican

Pac

ific /

Ocean

iaA

sian

Euro

pean

Mid

dle E

ast

/ A

fric

a

19.3％

8.5

5.9

13.6

11.8

23.0

20.5

24.5

19.4

14.0

14.3

12.0

26.4

22.2

22.9

20.0

21.1

17.6

25.6

18.3

26.9

20.0

7.2

23.6

24.1

23.2

23.6

27.8

18.8

22.9

23.5

25.0

37.5

15.4

25.0

21.4

2.3

18.2

6.9

24.4

17.1

24.4

36.2

27.5

4.5

6.6

37.7

22.7

20.8

32.3

28.0

16.1

8.0

28.3

1.4

33.3

32.5

36.8

2.9

20.5

5.0

17.3

5.5

46.4

4.2

37.9

33.3

27.3

24.1

25.0

22.9

39.2

28.6

28.1

40.4

36.1

25.0

32.6

31.8

37.9

39.0

41.5

12.4

―

―

50.0

51.3

―

―

―

―

―

46.4

―

―

51.4

―

―

―

47.1

―

60.0

―

32.7

―

44.4

―

―

―

―

―

―

―

―

―

―

―

―

―

―

―

―

―

4.0

12.8

5.9

3.0

―

4.9

6.8

3.8

21.0

―

―

―

11.3

―

6.3

7.5

5.3

―

7.7

―

11.5

―

5.8

―

―

2.9

1.8

―

4.2

―

2.0

1.8

3.1

1.9

―

1.8

11.6

2.3

6.9

―

9.8

24.0

31.9

41.2

18.2

15.8

24.6

27.3

34.0

14.5

46.0

16.1

52.0

22.6

15.3

20.8

27.5

13.2

16.2

25.6

8.3

25.0

18.2

23.2

9.7

20.7

21.7

25.5

29.6

35.4

37.5

15.7

30.4

21.9

30.8

27.8

26.8

37.2

31.8

31.0

14.6

14.6

16.0

10.6

19.6

10.6

14.5

9.8

22.7

17.0

12.9

12.0

7.1

28.0

11.3

9.7

16.7

12.5

23.7

16.2

20.5

8.3

19.2

23.6

17.4

18.1

17.2

18.8

21.8

18.5

16.7

16.7

19.6

14.3

9.4

11.5

11.1

25.0

16.3

15.9

17.2

22.0

17.1

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

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



Used Didn't use

LegendPrior to

booking

At time of

booking

After

booking

Total (n=4,000) 53.7 48.4 51.9

● Peach Aviation [Japanese] (n=100) 92.0 91.0 84.0

● AirAsia X [Asian] (n=100) 84.0 81.0 82.0

● Vanilla Air [Japanese] (n=100) 79.0 77.0 78.0

● Jetstar Asia Airways [Asian] (n=100) 77.0 77.0 74.0

● Scoot [Asian] (n=100) 70.0 71.0 69.0

● Tigerair Taiwan [Asian] (n=100) 65.0 64.0 60.0

● Jetstar [Pacific / Oceania] (n=100) 69.0 65.0 66.0

● Jeju Air [Asian] (n=100) 71.0 69.0 67.0

JAL [Japanese] (n=100) 68.0 62.0 63.0

Qantas [Pacific / Oceania] (n=100) 60.0 53.0 59.0

ANA [Japanese] (n=100) 59.0 52.0 61.0

British Airways [European] (n=100) 55.0 46.0 54.0

Air France [European] (n=100) 58.0 54.0 62.0

Hong Kong Airlines [Asian] (n=100) 59.0 49.0 58.0

KLM Royal Dutch Airlines [European] (n=100) 52.0 45.0 58.0

Asiana Airlines [Asian] (n=100) 57.0 56.0 49.0

American Airlines [South / North American] (n=100) 56.0 53.0 57.0

Etihad Airways [Middle East / Africa] (n=100) 50.0 44.0 56.0

Eva Air [Asian] (n=100) 55.0 47.0 51.0

Turkish Airlines [Middle East / Africa] (n=100) 45.0 37.0 49.0

Thai Airways [Asian] (n=100) 51.0 48.0 49.0

Garuda Indonesia [Asian] (n=100) 46.0 38.0 44.0

Malaysia Airlines [Asian] (n=100) 52.0 41.0 42.0

Qatar Airways [Middle East / Africa] (n=100) 51.0 37.0 45.0

Delta Air Lines [South / North American] (n=100) 45.0 40.0 49.0

United Airlines [South / North American] (n=100) 46.0 42.0 45.0

Air Canada [South / North American] (n=100) 47.0 38.0 44.0

Korean Air [Asian] (n=100) 50.0 48.0 48.0

Philippines Airlines [Asian] (n=100) 48.0 42.0 44.0

Emirates [Middle East / Africa] (n=100) 43.0 34.0 39.0

Alitalia [European] (n=100) 42.0 37.0 42.0

Cathay Pacific Airways [Asian] (n=100) 39.0 31.0 40.0

Singapore Airlines [Asian] (n=100) 46.0 45.0 42.0

Hawaiian Airlines [Pacific / Oceania] (n=100) 43.0 29.0 34.0

Lufthansa [European] (n=100) 41.0 36.0 43.0

Vietnam Airlines [Asian] (n=100) 37.0 33.0 38.0

Finnair [European] (n=100) 36.0 30.0 37.0

Air China [Asian] (n=100) 36.0 35.0 33.0

China Eastern Airlines [Asian] (n=100) 36.0 31.0 28.0

China Airlines [Asian] (n=100) 29.0 25.0 31.0

By

airline

Period used

59.2％

92.0

85.0

82.0

81.0

75.0

73.0

73.0

72.0

72.0

67.0

67.0

66.0

65.0

63.0

63.0

61.0

61.0

60.0

59.0

58.0

55.0

54.0

54.0

54.0

54.0

54.0

53.0

52.0

52.0

52.0

50.0

47.0

47.0

46.0

46.0

45.0

43.0

42.0

39.0

32.0

40.9

8.0

15.0

18.0

19.0

25.0

27.0

27.0

28.0

28.0

33.0

33.0

34.0

35.0

37.0

37.0

39.0

39.0

40.0

41.0

42.0

45.0

46.0

46.0

46.0

46.0

46.0

47.0

48.0

48.0

48.0

50.0

53.0

53.0

54.0

54.0

55.0

57.0

58.0

61.0

68.0

■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."





Sample

Tic

ket

purc

has

e

Confir

mat

ion o

f sc

hedu

le

Desi

gnat

e s

eat

Confir

mat

ion o

f ai

r ticke

t pr

ice in

form

atio

n

Acqu

ired

info

rmat

ion p

ert

ainin

g to

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 te

rmin

al lo

cat

ion a

nd

how

to g

et

around

in t

he a

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Total (n=2,366) 53.2 46.2 46.0 23.0 22.4 21.6 17.0 13.0 12.6 12.3 9.6 8.1 7.9 7.8 7.4 6.5 3.0 1.1 5.8

ANA [Japanese] (n=67) 49.3 56.7 68.7 23.9 23.9 17.9 14.9 13.4 10.4 9.0 11.9 10.4 9.0 7.5 3.0 16.4 4.5 1.5 ―

JAL [Japanese] (n=72) 55.6 52.8 59.7 26.4 27.8 8.3 19.4 13.9 5.6 15.3 13.9 22.2 6.9 11.1 2.8 15.3 8.3 2.8 6.9

● Vanilla Air [Japanese] (n=82) 69.5 58.5 48.8 26.8 23.2 35.4 13.4 22.0 19.5 14.6 8.5 2.4 ― 17.1 13.4 7.3 1.2 ― 4.9

● Peach Aviation [Japanese] (n=92) 85.9 40.2 39.1 33.7 15.2 19.6 6.5 8.7 12.0 15.2 13.0 1.1 1.1 6.5 8.7 2.2 1.1 ― 5.4

American Airlines [South / North American] (n=61) 59.0 50.8 59.0 21.3 19.7 23.0 24.6 21.3 11.5 11.5 11.5 18.0 16.4 13.1 6.6 3.3 6.6 1.6 6.6

Air Canada [South / North American] (n=53) 45.3 50.9 43.4 17.0 20.8 26.4 37.7 18.9 15.1 15.1 7.5 11.3 11.3 1.9 9.4 1.9 3.8 1.9 5.7

Delta Air Lines [South / North American] (n=54) 35.2 51.9 51.9 24.1 29.6 14.8 14.8 9.3 11.1 11.1 1.9 18.5 9.3 9.3 1.9 3.7 11.1 5.6 3.7

United Airlines [South / North American] (n=54) 40.7 46.3 46.3 18.5 24.1 24.1 16.7 5.6 5.6 9.3 3.7 7.4 3.7 7.4 3.7 ― 7.4 3.7 9.3

Qantas [Pacific / Oceania] (n=67) 61.2 41.8 50.7 23.9 26.9 17.9 20.9 9.0 17.9 19.4 10.4 9.0 9.0 11.9 6.0 7.5 3.0 ― 1.5

● Jetstar [Pacific / Oceania] (n=73) 65.8 50.7 49.3 35.6 28.8 42.5 15.1 21.9 26.0 23.3 8.2 4.1 9.6 8.2 26.0 11.0 1.4 ― 1.4

Hawaiian Airlines [Pacific / Oceania] (n=46) 37.0 17.4 32.6 8.7 13.0 21.7 28.3 6.5 15.2 4.3 4.3 15.2 ― ― 4.3 6.5 2.2 ― 15.2

Asiana Airlines [Asian] (n=61) 57.4 29.5 37.7 8.2 13.1 8.2 6.6 8.2 4.9 6.6 6.6 6.6 4.9 3.3 1.6 3.3 3.3 1.6 14.8

● AirAsia X [Asian] (n=85) 77.6 51.8 42.4 30.6 27.1 25.9 9.4 4.7 9.4 7.1 21.2 1.2 4.7 7.1 17.6 3.5 1.2 1.2 4.7

Eva Air [Asian] (n=59) 47.5 42.4 52.5 22.0 18.6 5.1 16.9 6.8 3.4 10.2 6.8 8.5 ― 8.5 ― 5.1 5.1 ― 5.1

Garuda Indonesia [Asian] (n=54) 38.9 31.5 38.9 22.2 14.8 11.1 9.3 9.3 5.6 13.0 7.4 3.7 1.9 ― ― 13.0 1.9 ― 3.7

Cathay Pacific Airways [Asian] (n=47) 44.7 40.4 42.6 12.8 19.1 10.6 19.1 4.3 4.3 4.3 4.3 4.3 6.4 ― 4.3 2.1 4.3 2.1 10.6

● Jetstar Asia Airways [Asian] (n=81) 80.2 54.3 40.7 30.9 22.2 27.2 9.9 13.6 16.0 17.3 19.8 2.5 6.2 13.6 13.6 2.5 ― 1.2 2.5

Singapore Airlines [Asian] (n=47) 61.7 44.7 53.2 21.3 25.5 10.6 10.6 10.6 10.6 8.5 19.1 4.3 4.3 4.3 6.4 14.9 8.5 ― 4.3

● Scoot [Asian] (n=75) 69.3 49.3 34.7 22.7 20.0 32.0 13.3 14.7 17.3 9.3 12.0 4.0 4.0 8.0 22.7 5.3 ― ― 2.7

Korean Air [Asian] (n=52) 55.8 38.5 38.5 13.5 17.3 11.5 3.8 7.7 9.6 7.7 3.8 7.7 1.9 ― 1.9 7.7 3.8 ― 7.7

● Tigerair Taiwan [Asian] (n=73) 69.9 38.4 32.9 21.9 19.2 27.4 9.6 9.6 19.2 12.3 8.2 1.4 ― 6.8 12.3 11.0 ― ― 6.8

Thai Airways [Asian] (n=55) 54.5 43.6 60.0 27.3 20.0 16.4 12.7 9.1 10.9 5.5 9.1 3.6 7.3 7.3 ― 5.5 1.8 ― 7.3

● Jeju Air [Asian] (n=72) 77.8 43.1 25.0 23.6 23.6 25.0 2.8 4.2 4.2 22.2 19.4 ― ― 12.5 4.2 ― ― 1.4 5.6

China Airlines [Asian] (n=32) 31.3 34.4 43.8 12.5 15.6 21.9 21.9 9.4 25.0 3.1 6.3 3.1 9.4 9.4 15.6 6.3 ― 3.1 6.3

Air China [Asian] (n=42) 64.3 35.7 38.1 21.4 14.3 11.9 11.9 19.0 4.8 14.3 7.1 7.1 11.9 7.1 ― 9.5 ― 2.4 4.8

China Eastern Airlines [Asian] (n=39) 33.3 38.5 28.2 20.5 7.7 17.9 10.3 12.8 7.7 5.1 2.6 ― 10.3 5.1 ― ― 2.6 ― 12.8

Philippines Airlines [Asian] (n=52) 51.9 42.3 40.4 25.0 11.5 15.4 13.5 11.5 3.8 7.7 5.8 1.9 9.6 1.9 1.9 5.8 1.9 ― 9.6

Vietnam Airlines [Asian] (n=45) 26.7 40.0 46.7 13.3 31.1 17.8 20.0 20.0 11.1 11.1 13.3 8.9 13.3 2.2 4.4 6.7 2.2 ― 2.2

Hong Kong Airlines [Asian] (n=63) 49.2 57.1 36.5 33.3 23.8 20.6 20.6 11.1 12.7 14.3 9.5 4.8 1.6 15.9 7.9 9.5 ― 1.6 4.8

Malaysia Airlines [Asian] (n=54) 38.9 42.6 31.5 16.7 16.7 14.8 14.8 13.0 11.1 13.0 9.3 5.6 9.3 5.6 1.9 9.3 ― ― 7.4

KLM Royal Dutch Airlines [European] (n=63) 50.8 52.4 66.7 28.6 25.4 23.8 22.2 17.5 19.0 15.9 4.8 9.5 25.4 12.7 9.5 1.6 1.6 1.6 3.2

Alitalia [European] (n=50) 40.0 54.0 50.0 18.0 22.0 20.0 20.0 12.0 4.0 8.0 8.0 16.0 8.0 2.0 4.0 14.0 2.0 ― 6.0

Air France [European] (n=65) 49.2 52.3 44.6 27.7 30.8 16.9 21.5 12.3 21.5 20.0 10.8 13.8 9.2 9.2 6.2 3.1 6.2 3.1 6.2

Finnair [European] (n=43) 44.2 34.9 53.5 20.9 16.3 20.9 25.6 11.6 7.0 2.3 2.3 4.7 11.6 ― 7.0 4.7 ― ― 9.3

British Airways [European] (n=66) 37.9 50.0 54.5 16.7 27.3 31.8 21.2 15.2 13.6 13.6 6.1 16.7 9.1 4.5 7.6 4.5 7.6 3.0 10.6

Lufthansa [European] (n=46) 37.0 56.5 52.2 19.6 28.3 19.6 23.9 19.6 10.9 8.7 4.3 10.9 15.2 4.3 2.2 4.3 2.2 2.2 ―

Etihad Airways [Middle East / Africa] (n=60) 43.3 60.0 53.3 25.0 31.7 45.0 33.3 18.3 31.7 13.3 10.0 18.3 16.7 23.3 16.7 16.7 6.7 ― 3.3

Emirates [Middle East / Africa] (n=52) 26.9 44.2 42.3 25.0 25.0 32.7 32.7 19.2 17.3 17.3 7.7 13.5 17.3 9.6 3.8 ― 1.9 1.9 9.6

Qatar Airways [Middle East / Africa] (n=54) 33.3 46.3 59.3 22.2 31.5 20.4 29.6 25.9 13.0 18.5 9.3 14.8 18.5 11.1 5.6 13.0 1.9 ― 3.7

Turkish Airlines [Middle East / Africa] (n=58) 27.6 50.0 50.0 22.4 29.3 20.7 24.1 19.0 12.1 8.6 8.6 13.8 17.2 3.4 3.4 3.4 3.4 ― 6.9

By

airline

0

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Total

（％）

■Purpose for Use of Airline Website/app (Airline website/app user / Multiple Answer)



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Total (n=4,000) 41.6 29.9 23.7 14.6 13.9 11.7 11.7 10.7 8.8 8.7 8.3 7.3 7.1 6.2 6.1 6.0 5.8 5.4 5.3 5.2 4.7 4.4 3.9 3.7 3.7 2.8 2.8 2.5 2.2 2.0 3.0 13.5

Gender Male (n=2,066) 41.7 28.5 25.1 16.3 15.4 12.5 12.2 10.1 9.6 9.1 7.3 8.0 8.0 6.7 6.3 6.5 6.7 6.2 5.0 4.9 6.0 4.9 4.5 4.7 3.9 3.0 2.6 2.4 2.5 2.1 3.0 12.4

Female (n=1,934) 41.4 31.3 22.2 12.7 12.4 10.9 11.1 11.3 7.9 8.2 9.4 6.5 6.2 5.6 5.9 5.4 4.9 4.4 5.6 5.4 3.4 3.9 3.2 2.6 3.5 2.5 3.0 2.6 1.9 1.9 2.9 14.6

Age 18-29 yrs (n=415) 42.4 33.7 24.8 16.6 9.2 16.9 15.4 9.2 9.2 7.2 5.5 8.0 7.0 3.9 6.7 5.3 4.6 5.1 6.5 5.3 3.4 3.9 4.1 0.7 1.7 3.9 4.3 2.2 2.7 0.5 3.4 11.6

30-39 yrs (n=570) 41.4 34.7 24.7 15.6 10.4 14.2 12.6 10.5 9.1 9.8 5.1 4.2 5.4 4.4 8.4 4.9 4.2 3.9 6.0 4.9 5.4 2.8 3.0 1.4 4.0 1.9 2.8 2.6 1.1 1.1 3.2 11.2

40-49 yrs (n=846) 42.0 33.6 23.3 12.8 11.0 12.8 13.2 10.3 9.1 8.0 6.3 6.4 7.3 6.5 7.3 5.8 5.3 5.1 5.7 4.6 4.6 4.3 4.0 3.5 4.0 2.8 1.5 3.1 3.1 2.4 2.4 11.5

50-59 yrs (n=1,023) 42.9 30.8 24.8 15.2 16.0 9.6 11.2 10.9 8.7 9.8 7.3 6.8 7.3 8.1 5.5 6.2 6.9 7.4 5.0 5.5 4.5 4.9 4.8 4.7 3.1 2.5 2.6 2.1 2.2 2.3 3.6 10.6

60 yrs or older (n=1,146) 39.9 22.5 22.1 14.0 17.7 9.8 9.0 11.3 8.4 8.0 13.4 9.7 7.7 5.8 4.5 6.7 6.4 4.5 4.5 5.3 5.1 5.1 3.3 5.2 4.5 3.0 3.3 2.5 2.1 2.4 2.7 19.4

Kanto (n=1,924) 41.5 29.9 23.0 14.6 14.3 9.9 12.7 9.8 8.8 8.7 8.9 8.0 8.3 7.5 6.9 6.9 6.3 6.5 5.8 5.5 5.3 4.9 4.9 5.1 4.1 3.5 2.4 2.9 2.9 2.5 3.0 13.7

Kansai (n=868) 44.0 30.9 26.7 15.2 14.4 14.7 10.3 11.5 9.8 8.3 8.5 7.5 6.0 5.4 6.6 6.1 6.3 5.0 5.1 5.5 5.6 4.8 4.0 2.3 3.6 2.4 2.6 2.3 1.7 1.3 2.1 12.8

Tokai (n=426) 40.8 29.8 20.0 13.1 12.2 12.2 10.1 10.8 9.2 8.9 5.4 4.0 6.1 5.2 4.2 4.5 4.0 3.3 5.9 4.7 1.2 4.5 1.6 3.1 3.3 2.3 1.6 1.4 1.6 1.9 4.7 14.6

Package (n=1,959) 37.3 21.6 23.7 14.7 12.6 7.0 5.2 9.2 6.2 6.2 14.5 8.6 7.7 4.4 5.9 6.5 5.4 4.3 2.6 5.6 4.7 4.4 2.3 3.5 1.4 3.1 4.6 2.4 2.5 1.5 2.8 22.4

　Full package (n=703) 24.8 10.4 23.5 12.8 10.7 2.8 1.1 5.1 2.3 4.4 19.5 6.7 6.7 4.4 5.3 6.0 4.7 2.8 1.1 4.6 4.3 3.1 1.8 4.1 0.3 2.0 5.0 1.8 1.7 1.6 2.7 34.6

　Medium package (n=425) 36.2 22.6 25.6 16.9 12.9 7.5 3.8 11.3 7.3 7.3 16.5 12.2 8.9 5.2 6.1 7.5 5.9 5.2 1.9 5.2 5.6 4.7 2.8 2.1 1.2 3.3 5.9 2.1 2.8 2.1 3.3 20.9

　Skelton (n=831) 48.4 30.6 23.0 15.0 14.0 10.2 9.3 11.7 9.0 7.2 9.4 8.4 7.8 4.0 6.3 6.5 5.8 5.2 4.2 6.6 4.6 5.3 2.5 3.6 2.4 3.9 3.7 3.0 2.9 1.1 2.6 12.9

ＦＩＴ (n=2,041) 45.7 37.8 23.7 14.5 15.2 16.3 17.9 12.0 11.3 11.0 2.4 6.0 6.6 7.8 6.4 5.4 6.2 6.3 7.9 4.8 4.8 4.5 5.3 4.0 5.9 2.5 1.0 2.6 2.0 2.5 3.2 4.9

Travel alone (n=695) 41.2 35.4 23.2 13.4 11.4 17.8 18.4 12.5 11.7 12.8 4.5 6.5 6.9 8.5 7.2 6.6 5.6 6.0 9.1 4.7 4.3 4.7 5.2 4.2 8.3 2.4 0.9 4.0 2.2 2.3 2.9 8.1

With spouse/partner/on honeymoon (n=1,220) 39.9 26.1 25.1 15.3 15.3 9.6 10.0 10.2 8.9 7.6 11.8 8.0 7.6 5.2 5.4 7.1 7.2 6.0 4.3 6.2 4.9 4.9 4.3 4.9 3.0 3.2 3.4 2.4 2.5 1.7 2.4 15.4

With friend (n=648) 43.4 29.9 21.0 14.0 12.7 17.1 11.3 10.8 6.9 5.9 8.3 8.3 6.3 4.6 6.0 2.8 4.8 2.9 4.8 4.2 4.3 2.6 1.9 1.7 2.0 1.9 3.5 1.1 1.7 2.5 3.4 13.3

Family travel (n=695) 44.6 28.2 25.2 16.3 13.2 11.4 10.4 12.2 8.1 7.5 8.9 8.2 7.8 3.7 5.6 6.8 4.6 4.5 4.3 5.2 5.8 5.2 3.2 2.9 3.7 3.0 3.6 2.7 1.9 1.9 3.0 14.5

Is business class or higher (n=458) 38.9 29.7 34.7 23.1 19.2 4.1 9.8 7.6 10.5 14.6 9.0 9.6 15.7 14.2 8.7 14.2 11.4 12.0 5.0 8.5 7.2 12.9 9.2 31.4 4.6 8.3 0.9 3.9 7.0 2.6 2.2 6.3

Economy class (n=3,542) 41.9 29.9 22.3 13.5 13.2 12.7 11.9 11.0 8.6 7.9 8.2 7.0 6.0 5.1 5.8 4.9 5.1 4.5 5.3 4.7 4.4 3.3 3.2 0.1 3.6 2.1 3.0 2.3 1.6 1.9 3.1 14.4

Area of

residence

Travel class

Travel

type

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traveler

0

10

20

30

40

50

Total

（％）

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




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Total (n=4,000) 41.6 29.9 23.7 14.6 13.9 11.7 11.7 10.7 8.8 8.7 8.3 7.3 7.1 6.2 6.1 6.0 5.8 5.4 5.3 5.2 4.7 4.4 3.9 3.7 3.7 2.8 2.8 2.5 2.2 2.0 3.0 13.5

ANA [Japanese] (n=100) 41.0 23.0 69.0 22.0 3.0 ― 2.0 8.0 8.0 8.0 9.0 16.0 20.0 5.0 5.0 13.0 9.0 20.0 1.0 10.0 37.0 10.0 16.0 11.0 3.0 8.0 3.0 2.0 10.0 ― ― 11.0

JAL [Japanese] (n=100) 54.0 23.0 60.0 27.0 1.0 3.0 1.0 7.0 11.0 2.0 12.0 27.0 20.0 3.0 7.0 11.0 11.0 27.0 2.0 13.0 45.0 15.0 17.0 6.0 8.0 10.0 2.0 5.0 9.0 ― ― 6.0

● Vanilla Air [Japanese] (n=100) 51.0 37.0 20.0 8.0 1.0 60.0 20.0 8.0 12.0 ― 2.0 14.0 2.0 2.0 7.0 1.0 4.0 1.0 10.0 1.0 25.0 1.0 2.0 ― 4.0 ― 1.0 ― 1.0 1.0 3.0 6.0

● Peach Aviation [Japanese] (n=100) 46.0 29.0 12.0 10.0 1.0 61.0 16.0 18.0 12.0 2.0 2.0 11.0 2.0 ― 10.0 ― 1.0 ― 11.0 ― 21.0 1.0 ― ― 10.0 1.0 ― ― ― 1.0 1.0 5.0

American Airlines [South / North American] (n=100) 29.0 31.0 22.0 22.0 24.0 2.0 12.0 8.0 7.0 19.0 7.0 2.0 5.0 11.0 8.0 2.0 9.0 5.0 6.0 4.0 4.0 1.0 5.0 7.0 3.0 1.0 1.0 3.0 3.0 1.0 6.0 13.0

Air Canada [South / North American] (n=100) 35.0 21.0 29.0 16.0 17.0 2.0 10.0 7.0 7.0 8.0 11.0 8.0 4.0 12.0 5.0 3.0 4.0 5.0 5.0 7.0 1.0 4.0 4.0 3.0 4.0 1.0 2.0 4.0 1.0 3.0 ― 20.0

Delta Air Lines [South / North American] (n=100) 50.0 31.0 17.0 13.0 12.0 1.0 8.0 10.0 10.0 6.0 11.0 2.0 4.0 1.0 7.0 4.0 4.0 11.0 4.0 5.0 ― 5.0 9.0 4.0 2.0 2.0 7.0 1.0 2.0 4.0 1.0 14.0

United Airlines [South / North American] (n=100) 38.0 33.0 15.0 17.0 13.0 ― 7.0 3.0 9.0 6.0 6.0 4.0 1.0 14.0 9.0 2.0 3.0 12.0 1.0 5.0 ― ― 13.0 3.0 3.0 ― 1.0 3.0 ― 1.0 5.0 13.0

Qantas [Pacific / Oceania] (n=100) 47.0 32.0 43.0 26.0 37.0 2.0 3.0 7.0 10.0 8.0 8.0 2.0 7.0 6.0 9.0 6.0 3.0 8.0 5.0 8.0 4.0 3.0 3.0 1.0 ― 3.0 5.0 4.0 5.0 3.0 2.0 9.0

● Jetstar [Pacific / Oceania] (n=100) 57.0 34.0 20.0 15.0 11.0 36.0 19.0 14.0 9.0 5.0 5.0 9.0 3.0 ― 8.0 1.0 1.0 2.0 6.0 1.0 2.0 1.0 ― 2.0 5.0 3.0 2.0 2.0 2.0 3.0 1.0 7.0

Hawaiian Airlines [Pacific / Oceania] (n=100) 56.0 31.0 23.0 11.0 16.0 2.0 8.0 14.0 6.0 2.0 10.0 12.0 4.0 ― 4.0 6.0 1.0 2.0 5.0 5.0 2.0 3.0 2.0 2.0 2.0 3.0 10.0 3.0 1.0 1.0 3.0 16.0

Asiana Airlines [Asian] (n=100) 45.0 39.0 22.0 17.0 21.0 4.0 10.0 13.0 12.0 5.0 10.0 5.0 6.0 5.0 11.0 5.0 4.0 5.0 2.0 3.0 3.0 1.0 4.0 2.0 6.0 2.0 2.0 ― 2.0 2.0 7.0 6.0

● AirAsia X [Asian] (n=100) 47.0 35.0 12.0 12.0 5.0 46.0 25.0 11.0 8.0 12.0 5.0 3.0 1.0 ― 6.0 1.0 1.0 1.0 12.0 ― 2.0 ― ― 3.0 6.0 1.0 1.0 ― ― 1.0 5.0 7.0

Eva Air [Asian] (n=100) 57.0 36.0 26.0 15.0 20.0 2.0 9.0 18.0 13.0 1.0 8.0 12.0 9.0 11.0 3.0 6.0 5.0 4.0 6.0 4.0 4.0 1.0 3.0 ― 2.0 3.0 2.0 2.0 ― 2.0 2.0 10.0

Garuda Indonesia [Asian] (n=100) 68.0 27.0 21.0 9.0 30.0 ― 2.0 7.0 7.0 4.0 5.0 7.0 7.0 5.0 1.0 4.0 6.0 3.0 1.0 5.0 1.0 5.0 1.0 8.0 1.0 3.0 1.0 4.0 1.0 ― 5.0 7.0

Cathay Pacific Airways [Asian] (n=100) 39.0 28.0 28.0 17.0 7.0 2.0 8.0 13.0 14.0 2.0 11.0 8.0 6.0 5.0 7.0 7.0 4.0 2.0 4.0 4.0 ― 2.0 4.0 2.0 3.0 ― 3.0 2.0 ― 4.0 4.0 15.0

● Jetstar Asia Airways [Asian] (n=100) 51.0 38.0 10.0 12.0 7.0 55.0 22.0 20.0 17.0 6.0 5.0 5.0 2.0 3.0 6.0 1.0 4.0 4.0 11.0 ― 4.0 2.0 2.0 1.0 12.0 1.0 2.0 ― 1.0 ― 2.0 10.0

Singapore Airlines [Asian] (n=100) 47.0 25.0 42.0 39.0 16.0 3.0 5.0 9.0 8.0 8.0 10.0 11.0 21.0 5.0 5.0 9.0 9.0 8.0 1.0 7.0 1.0 7.0 3.0 2.0 1.0 5.0 4.0 2.0 2.0 ― 1.0 9.0

● Scoot [Asian] (n=100) 47.0 26.0 11.0 4.0 4.0 55.0 25.0 9.0 6.0 3.0 3.0 9.0 3.0 1.0 3.0 2.0 11.0 2.0 11.0 1.0 2.0 4.0 3.0 5.0 6.0 2.0 ― 2.0 4.0 5.0 ― 9.0

Korean Air [Asian] (n=100) 39.0 30.0 15.0 14.0 18.0 1.0 11.0 14.0 4.0 5.0 6.0 6.0 2.0 6.0 5.0 6.0 2.0 4.0 2.0 2.0 ― ― 4.0 2.0 2.0 1.0 5.0 2.0 ― 2.0 6.0 15.0

● Tigerair Taiwan [Asian] (n=100) 48.0 33.0 9.0 2.0 10.0 42.0 17.0 16.0 7.0 3.0 2.0 6.0 3.0 ― 5.0 ― 3.0 ― 5.0 ― 1.0 1.0 ― ― 3.0 ― 1.0 ― 1.0 ― 5.0 11.0

Thai Airways [Asian] (n=100) 57.0 38.0 27.0 13.0 25.0 ― 10.0 9.0 16.0 10.0 1.0 4.0 6.0 7.0 9.0 7.0 5.0 3.0 1.0 3.0 1.0 1.0 3.0 4.0 3.0 1.0 3.0 6.0 ― 2.0 4.0 13.0

● Jeju Air [Asian] (n=100) 51.0 39.0 10.0 5.0 12.0 39.0 26.0 18.0 7.0 1.0 4.0 5.0 ― 1.0 ― 2.0 1.0 1.0 10.0 1.0 ― ― ― ― 9.0 ― 1.0 1.0 1.0 5.0 3.0 6.0

China Airlines [Asian] (n=100) 46.0 27.0 10.0 7.0 12.0 4.0 14.0 16.0 9.0 1.0 8.0 12.0 2.0 3.0 2.0 2.0 2.0 ― 5.0 1.0 ― 1.0 ― 2.0 2.0 ― 7.0 5.0 ― 1.0 2.0 20.0

Air China [Asian] (n=100) 32.0 28.0 6.0 3.0 11.0 3.0 16.0 8.0 6.0 6.0 7.0 1.0 2.0 9.0 7.0 1.0 2.0 6.0 5.0 1.0 1.0 2.0 4.0 4.0 3.0 1.0 3.0 7.0 ― 5.0 6.0 17.0

China Eastern Airlines [Asian] (n=100) 38.0 26.0 8.0 5.0 12.0 8.0 12.0 10.0 5.0 6.0 12.0 1.0 2.0 2.0 6.0 1.0 ― 5.0 8.0 ― 2.0 1.0 ― ― 2.0 3.0 5.0 2.0 1.0 3.0 4.0 21.0

Philippines Airlines [Asian] (n=100) 61.0 34.0 11.0 5.0 19.0 ― 9.0 15.0 10.0 6.0 4.0 8.0 3.0 4.0 7.0 2.0 6.0 ― 2.0 2.0 3.0 ― 1.0 1.0 7.0 ― 3.0 3.0 ― 1.0 3.0 9.0

Vietnam Airlines [Asian] (n=100) 43.0 19.0 9.0 ― 16.0 1.0 7.0 16.0 5.0 8.0 8.0 5.0 3.0 8.0 1.0 ― 9.0 2.0 5.0 3.0 2.0 3.0 2.0 2.0 1.0 ― 3.0 3.0 1.0 1.0 5.0 23.0

Hong Kong Airlines [Asian] (n=100) 48.0 32.0 15.0 3.0 9.0 19.0 16.0 12.0 7.0 4.0 7.0 5.0 8.0 3.0 7.0 5.0 4.0 5.0 5.0 5.0 ― 6.0 1.0 2.0 1.0 3.0 2.0 4.0 5.0 2.0 5.0 17.0

Malaysia Airlines [Asian] (n=100) 40.0 30.0 19.0 10.0 18.0 5.0 17.0 5.0 11.0 8.0 11.0 6.0 7.0 9.0 5.0 8.0 3.0 6.0 6.0 1.0 3.0 5.0 1.0 3.0 3.0 3.0 4.0 1.0 2.0 1.0 5.0 14.0

KLM Royal Dutch Airlines [European] (n=100) 21.0 34.0 36.0 20.0 11.0 1.0 11.0 6.0 11.0 21.0 13.0 10.0 8.0 6.0 8.0 7.0 4.0 8.0 3.0 10.0 ― 5.0 6.0 3.0 3.0 4.0 4.0 4.0 2.0 1.0 3.0 15.0

Alitalia [European] (n=100) 49.0 20.0 8.0 15.0 24.0 1.0 4.0 8.0 4.0 7.0 12.0 5.0 4.0 3.0 5.0 7.0 1.0 4.0 4.0 4.0 1.0 2.0 3.0 3.0 2.0 1.0 4.0 3.0 ― 2.0 2.0 18.0

Air France [European] (n=100) 44.0 31.0 39.0 30.0 23.0 ― 3.0 5.0 7.0 15.0 6.0 6.0 15.0 4.0 19.0 11.0 9.0 4.0 3.0 11.0 2.0 7.0 4.0 7.0 4.0 6.0 2.0 4.0 5.0 2.0 5.0 12.0

Finnair [European] (n=100) 21.0 34.0 35.0 7.0 9.0 ― 10.0 16.0 8.0 22.0 14.0 6.0 5.0 7.0 ― 2.0 4.0 3.0 6.0 3.0 1.0 4.0 2.0 5.0 4.0 1.0 1.0 ― 2.0 3.0 2.0 21.0

British Airways [European] (n=100) 52.0 24.0 28.0 30.0 22.0 1.0 11.0 11.0 8.0 9.0 9.0 7.0 9.0 16.0 11.0 9.0 9.0 7.0 3.0 8.0 2.0 7.0 8.0 4.0 3.0 6.0 4.0 1.0 5.0 1.0 4.0 15.0

Lufthansa [European] (n=100) 24.0 26.0 46.0 31.0 19.0 1.0 3.0 13.0 7.0 26.0 15.0 16.0 19.0 16.0 11.0 10.0 11.0 7.0 3.0 9.0 2.0 10.0 4.0 12.0 1.0 6.0 2.0 2.0 3.0 6.0 1.0 20.0

Etihad Airways [Middle East / Africa] (n=100) 17.0 30.0 31.0 22.0 16.0 5.0 15.0 8.0 8.0 19.0 9.0 6.0 11.0 14.0 8.0 15.0 15.0 7.0 13.0 9.0 7.0 12.0 5.0 6.0 5.0 7.0 3.0 5.0 7.0 3.0 2.0 19.0

Emirates [Middle East / Africa] (n=100) 9.0 28.0 43.0 29.0 8.0 ― 14.0 5.0 7.0 25.0 15.0 8.0 23.0 10.0 5.0 22.0 22.0 5.0 4.0 25.0 1.0 17.0 4.0 10.0 2.0 7.0 5.0 4.0 3.0 1.0 1.0 15.0

Qatar Airways [Middle East / Africa] (n=100) 2.0 27.0 22.0 9.0 6.0 1.0 17.0 5.0 9.0 18.0 16.0 ― 13.0 16.0 2.0 15.0 16.0 10.0 8.0 13.0 ― 14.0 4.0 7.0 4.0 5.0 ― 3.0 1.0 2.0 3.0 24.0

Turkish Airlines [Middle East / Africa] (n=100) 16.0 26.0 19.0 11.0 11.0 1.0 11.0 6.0 10.0 19.0 14.0 2.0 13.0 13.0 1.0 23.0 10.0 5.0 7.0 12.0 2.0 13.0 8.0 10.0 3.0 7.0 1.0 1.0 6.0 4.0 1.0 21.0

By

airline

0

10

20

30

40

50

Total

（％）

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




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Total (n=4,000) 12.2 11.6 8.4 6.4 3.9 3.1 3.0 2.5 2.3 2.3 1.8 1.7 0.2 75.1

ANA [Japanese] (n=100) 9.0 8.0 7.0 7.0 2.0 6.0 1.0 2.0 4.0 7.0 6.0 3.0 ― 75.0

JAL [Japanese] (n=100) 9.0 10.0 6.0 6.0 3.0 4.0 8.0 5.0 ― 4.0 1.0 1.0 ― 83.0

● Vanilla Air [Japanese] (n=100) 21.0 35.0 17.0 16.0 9.0 3.0 1.0 2.0 7.0 4.0 1.0 1.0 ― 40.0

● Peach Aviation [Japanese] (n=100) 28.0 31.0 3.0 4.0 15.0 1.0 1.0 4.0 2.0 1.0 ― ― ― 44.0

American Airlines [South / North American] (n=100) 16.0 16.0 10.0 6.0 5.0 4.0 5.0 5.0 3.0 2.0 2.0 2.0 ― 76.0

Air Canada [South / North American] (n=100) 4.0 2.0 4.0 5.0 ― 1.0 1.0 3.0 3.0 1.0 ― 1.0 ― 86.0

Delta Air Lines [South / North American] (n=100) 7.0 11.0 8.0 4.0 2.0 5.0 5.0 2.0 2.0 ― 2.0 ― ― 80.0

United Airlines [South / North American] (n=100) 2.0 4.0 3.0 4.0 1.0 ― 1.0 ― 1.0 ― 1.0 ― ― 90.0

Qantas [Pacific / Oceania] (n=100) 15.0 20.0 15.0 13.0 9.0 6.0 9.0 5.0 5.0 6.0 4.0 6.0 ― 66.0

● Jetstar [Pacific / Oceania] (n=100) 37.0 22.0 24.0 15.0 19.0 16.0 12.0 5.0 5.0 4.0 1.0 2.0 ― 36.0

Hawaiian Airlines [Pacific / Oceania] (n=100) 7.0 8.0 6.0 2.0 1.0 2.0 2.0 4.0 6.0 2.0 2.0 3.0 ― 83.0

Asiana Airlines [Asian] (n=100) 11.0 11.0 10.0 6.0 1.0 4.0 5.0 2.0 2.0 1.0 3.0 2.0 ― 76.0

● AirAsia X [Asian] (n=100) 39.0 29.0 32.0 14.0 10.0 5.0 ― ― 2.0 ― 1.0 ― ― 33.0

Eva Air [Asian] (n=100) 6.0 6.0 5.0 3.0 ― 1.0 3.0 ― ― ― 1.0 1.0 ― 93.0

Garuda Indonesia [Asian] (n=100) 8.0 6.0 2.0 1.0 1.0 2.0 ― 1.0 ― 1.0 1.0 ― ― 91.0

Cathay Pacific Airways [Asian] (n=100) 7.0 7.0 4.0 5.0 2.0 2.0 3.0 ― ― ― 2.0 ― ― 88.0

● Jetstar Asia Airways [Asian] (n=100) 29.0 31.0 12.0 9.0 20.0 1.0 2.0 3.0 3.0 4.0 ― 2.0 ― 43.0

Singapore Airlines [Asian] (n=100) 12.0 8.0 8.0 6.0 2.0 2.0 3.0 2.0 1.0 2.0 1.0 ― ― 81.0

● Scoot [Asian] (n=100) 26.0 23.0 19.0 14.0 7.0 4.0 3.0 4.0 3.0 4.0 1.0 ― ― 51.0

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

● Tigerair Taiwan [Asian] (n=100) 21.0 17.0 13.0 7.0 10.0 1.0 1.0 1.0 1.0 ― 1.0 ― ― 58.0

Thai Airways [Asian] (n=100) 8.0 8.0 7.0 7.0 ― 4.0 5.0 2.0 ― ― 1.0 3.0 ― 89.0

● Jeju Air [Asian] (n=100) 12.0 9.0 3.0 2.0 3.0 ― ― ― ― 2.0 1.0 ― ― 76.0

China Airlines [Asian] (n=100) 7.0 3.0 5.0 4.0 1.0 2.0 1.0 ― ― 1.0 ― 2.0 ― 90.0

Air China [Asian] (n=100) 8.0 5.0 5.0 3.0 1.0 3.0 ― 2.0 ― 1.0 ― 1.0 2.0 88.0

China Eastern Airlines [Asian] (n=100) 8.0 2.0 4.0 4.0 1.0 ― 2.0 ― ― ― ― 1.0 1.0 90.0

Philippines Airlines [Asian] (n=100) 17.0 12.0 11.0 6.0 2.0 4.0 4.0 5.0 4.0 4.0 2.0 4.0 ― 70.0

Vietnam Airlines [Asian] (n=100) 6.0 3.0 4.0 3.0 3.0 3.0 3.0 1.0 1.0 3.0 ― 1.0 ― 88.0

Hong Kong Airlines [Asian] (n=100) 16.0 17.0 12.0 10.0 2.0 3.0 2.0 2.0 2.0 ― 3.0 1.0 ― 68.0

Malaysia Airlines [Asian] (n=100) 12.0 7.0 8.0 5.0 1.0 3.0 4.0 5.0 ― 3.0 2.0 2.0 ― 79.0

KLM Royal Dutch Airlines [European] (n=100) 9.0 13.0 5.0 4.0 1.0 1.0 2.0 1.0 5.0 2.0 ― ― 1.0 77.0

Alitalia [European] (n=100) 6.0 3.0 3.0 5.0 1.0 2.0 3.0 1.0 1.0 ― ― 1.0 ― 86.0

Air France [European] (n=100) 9.0 12.0 10.0 11.0 5.0 5.0 5.0 7.0 6.0 3.0 3.0 6.0 ― 69.0

Finnair [European] (n=100) 8.0 10.0 2.0 4.0 1.0 1.0 3.0 1.0 3.0 ― 3.0 2.0 ― 81.0

British Airways [European] (n=100) 6.0 11.0 9.0 10.0 3.0 3.0 5.0 3.0 1.0 7.0 3.0 3.0 ― 77.0

Lufthansa [European] (n=100) 3.0 7.0 5.0 4.0 1.0 3.0 2.0 2.0 2.0 3.0 1.0 2.0 ― 84.0

Etihad Airways [Middle East / Africa] (n=100) 14.0 15.0 17.0 13.0 8.0 7.0 7.0 11.0 13.0 8.0 10.0 5.0 ― 71.0

Emirates [Middle East / Africa] (n=100) 6.0 6.0 4.0 3.0 ― 2.0 ― 3.0 1.0 3.0 2.0 2.0 ― 86.0

Qatar Airways [Middle East / Africa] (n=100) 5.0 4.0 6.0 4.0 1.0 1.0 1.0 1.0 1.0 3.0 4.0 ― 1.0 86.0

Turkish Airlines [Middle East / Africa] (n=100) 7.0 8.0 3.0 2.0 2.0 3.0 3.0 3.0 2.0 1.0 2.0 3.0 1.0 89.0

By

airline

0

20

40

60

80

100

Total

（％）

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

14

Part 2: Airline Evaluations



●The overall satisfaction score total average was 3.70 points.

●There was a switch in the top2 from last year, with ANA on top (4.26 points) and JAL in

2nd place (4.15 points) this time. This was followed by the ascendant Emirates (4.07

points).

●Eva Air (3.98 points) went from 16th place last year to 6th place. Jeju Air (3.76 points)

went from 34th place last year to 19th place, while American Airlines (3.73 points) rose

sharply in ranking from 37th place last year to 20th place.

1. Overall Satisfaction: Top 20

■Airline Overall Satisfaction (Total / Single Answer)

Am satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfied

Legend

Total (n=4,000) 3.70 3.67

By

airline1 （2） ↑ ANA [Japanese] (n=100) 4.26 4.15

2 （1） ↓ JAL [Japanese] (n=100) 4.15 4.16

3 （6） ↑ Emirates [Middle East / Africa] (n=100) 4.07 3.94

4 （4） - Singapore Airlines [Asian] (n=100) 4.04 4.05

5 （5） - Qatar Airways [Middle East / Africa] (n=100) 4.03 3.97

6 （16） ↑ Eva Air [Asian] (n=100) 3.98 3.76

7 * * Etihad Airways [Middle East / Africa] (n=100) 3.97 *

8 （14） ↑ Qantas [Pacific / Oceania] (n=100) 3.89 3.79

8 （12） ↑ Turkish Airlines [Middle East / Africa] (n=100) 3.89 3.80

10 （10） - Thai Airways [Asian] (n=100) 3.87 3.86

10 （12） ↑ KLM Royal Dutch Airlines [European] (n=100) 3.87 3.80

10 （7） ↓ Finnair [European] (n=100) 3.87 3.93

13 （8） ↓ Lufthansa [European] (n=100) 3.86 3.90

14 （16） ↑ Asiana Airlines [Asian] (n=100) 3.85 3.76

15 （23） ↑ Garuda Indonesia [Asian] (n=100) 3.84 3.73

16 （16） - Korean Air [Asian] (n=100) 3.83 3.76

16 （8） ↓ Air France [European] (n=100) 3.83 3.90

18 （20） ↑ Delta Air Lines [South / North American] (n=100) 3.78 3.74

19 （34） ↑ ● Jeju Air [Asian] (n=100) 3.76 3.39

20 （37） ↑ American Airlines [South / North American] (n=100) 3.73 3.21

Satisfaction

points

last yearOrder

last year

Order

this year

Changes

in order

Satisfaction

points

14.8％

39.0

34.0

31.0

22.0

33.0

19.0

30.0

17.0

21.0

12.0

21.0

14.0

19.0

16.0

14.0

15.0

22.0

16.0

14.0

15.0

51.7

52.0

50.0

51.0

64.0

46.0

61.0

48.0

57.0

56.0

67.0

54.0

66.0

55.0

57.0

59.0

55.0

49.0

53.0

54.0

51.0

24.8

6.0

13.0

13.0

10.0

15.0

19.0

13.0

24.0

16.0

18.0

19.0

16.0

20.0

23.0

25.0

28.0

21.0

26.0

27.0

27.0

6.5

2.0

3.0

4.0

4.0

3.0

1.0

7.0

2.0

5.0

2.0

3.0

1.0

5.0

4.0

1.0

2.0

6.0

3.0

4.0

6.0

2.3

1.0

―

1.0

―

3.0

―

2.0

―

2.0

1.0

3.0

3.0

1.0

―

1.0

―

2.0

2.0

1.0

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.

† "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.




2. Satisfaction by Attribute

1) Aircraft Equipment and Amenities: Top 20

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

●The total average satisfaction score for “Airline equipment, facilities” was 3.59 points.

●JAL’s score of 4.10 points moved it from 2nd place last year to the top spot. 2nd place

ANA (4.07 points) raised its ranking to 5th place, which resulted in the two Japanese

companies having adjacent ranking. This was followed by the ascendant Emirates (4.05

points).

●Asiana Airlines (3.75 points) saw a huge increase from 27th place last year to 14th place,

as did American Airlines (3.65 points), moving from 35th place last year to 19th place.

●Among the reasons for satisfaction and reasons for dissatisfaction, “Newness/cleanness

of plane” and “Width/comfort of seats” were ranked at the top.

Am satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfied

Legend

Total (n=4,000) 3.59 3.52

By

airline1 （2） ↑ JAL [Japanese] (n=100) 4.10 4.00

2 （5） ↑ ANA [Japanese] (n=100) 4.07 3.86

3 （3） - Emirates [Middle East / Africa] (n=100) 4.05 3.94


5 （4） ↓ Qatar Airways [Middle East / Africa] (n=100) 3.96 3.89



8 （18） ↑ Eva Air [Asian] (n=100) 3.83 3.64

8 （6） ↓ Singapore Airlines [Asian] (n=100) 3.83 3.85



12 （15） ↑ Korean Air [Asian] (n=100) 3.76 3.68



15 （12） ↓ Thai Airways [Asian] (n=100) 3.74 3.71

16 （14） ↓ Garuda Indonesia [Asian] (n=100) 3.70 3.70



19 （35） ↑ American Airlines [South / North American] (n=100) 3.65 3.13

20 （24） ↑ Air Canada [South / North American] (n=100) 3.61 3.45

Satisfaction

points

last yearOrder

last year

Order

this year

Changes

in order

Satisfaction

points

13.2％

32.0

30.0

30.0

29.0

34.0

17.0

20.0

15.0

16.0

18.0

15.0

14.0

13.0

14.0

12.0

9.0

12.0

12.0

13.0

15.0

44.4

49.0

51.0

50.0

49.0

37.0

53.0

51.0

55.0

57.0

50.0

52.0

50.0

51.0

51.0

58.0

57.0

52.0

53.0

45.0

45.0

32.5

16.0

16.0

16.0

15.0

22.0

27.0

23.0

28.0

21.0

28.0

29.0

34.0

35.0

31.0

23.0

30.0

29.0

27.0

36.0

30.0

7.8

3.0

2.0

3.0

5.0

5.0

3.0

5.0

2.0

6.0

2.0

4.0

2.0

1.0

4.0

6.0

3.0

7.0

5.0

6.0

6.0

2.1

―

1.0

1.0

2.0

2.0

―

1.0

―

―

2.0

―

―

―

―

1.0

1.0

―

3.0

―

4.0

（％）

Sample

Newness/

cleanness of

plane

Width/

comfort of

seats

Comfort of

temperature/

climate

control/

light control

Wi-Fi/

Internet

connection

Extent of

in-flight

amenities

available

Comfort of

toiletsOther

Nothing in

particular

Reasons for satisfaction 2,303 35.9 36.8 25.3 7.9 18.8 11.3 1.7 22.9

Reasons for dissatisfaction 1,697 14.8 29.3 7.5 8.6 12.1 9.3 1.6 43.5




■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."




2) Service by Cabin Crew: Top 20

●For “Customer service by cabin crew,” the satisfaction total average was 3.63 points.

●ANA’s 4.24 points moved it from 3rd place last year to the top spot. This was followed by

JAL (4.18 points) and Singapore Airlines (4.00 points).

●Eva Air (3.89 points) saw a sharp rise from 17th place last year to 7th place, while Asiana

Airlines (3.83 points) also moved from 23rd place last year to 10th place.

●Among both the reasons for satisfaction and reasons for dissatisfaction, “Courtesy of

response” was given most.

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

Am satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfied

Legend

Total (n=4,000) 3.63 3.60

By

airline1 （3） ↑ ANA [Japanese] (n=100) 4.24 4.00

2 （1） ↓ JAL [Japanese] (n=100) 4.18 4.16

3 （4） ↑ Singapore Airlines [Asian] (n=100) 4.00 3.94


5 （6） ↑ Qatar Airways [Middle East / Africa] (n=100) 3.93 3.84


7 （17） ↑ Eva Air [Asian] (n=100) 3.89 3.69

8 （8） - KLM Royal Dutch Airlines [European] (n=100) 3.88 3.81






12 （13） ↑ Thai Airways [Asian] (n=100) 3.79 3.73

15 （16） ↑ Air France [European] (n=100) 3.76 3.70

16 （15） ↓ Hawaiian Airlines [Pacific / Oceania] (n=100) 3.72 3.71



19 （25） ↑ China Airlines [Asian] (n=100) 3.69 3.55

20 （17） ↓ Cathay Pacific Airways [Asian] (n=100) 3.65 3.69

Satisfaction

points

last yearOrder

last year

Order

this year

Changes

in order

Satisfaction

points

14.1％

40.0

36.0

22.0

28.0

26.0

24.0

14.0

18.0

15.0

16.0

18.0

12.0

17.0

11.0

20.0

14.0

14.0

10.0

11.0

12.0

45.5

47.0

48.0

58.0

47.0

46.0

52.0

62.0

54.0

59.0

54.0

53.0

58.0

47.0

63.0

46.0

49.0

49.0

61.0

56.0

46.0

32.4

11.0

14.0

18.0

20.0

24.0

17.0

23.0

26.0

24.0

27.0

24.0

28.0

34.0

21.0

26.0

32.0

33.0

20.0

26.0

38.0

5.9

1.0

2.0

2.0

4.0

3.0

5.0

1.0

2.0

―

3.0

3.0

1.0

2.0

4.0

6.0

5.0

1.0

7.0

5.0

3.0

2.2

1.0

―

―

1.0

1.0

2.0

―

―

2.0

―

2.0

1.0

―

1.0

2.0

―

3.0

2.0

2.0

1.0

（％）

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 2,383 18.2 45.7 20.0 13.2 42.5 26.1 8.9 0.5 12.6

Reasons for dissatisfaction 1,617 8.0 18.0 5.6 13.7 14.3 17.0 3.2 2.1 46.6




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






●For “Customer service by the airline ground crew at the airport,” the satisfaction total

average was 3.63 points.

●JAL (4.18 points) again took the top spot, as was the case last year. 2nd place was ANA

(4.15 points). This was followed by Qatar Airways (3.90 points) and Emirates (3.89 points),

which rose from 12nd place last year, and Eva Air (3.88 points) which increased its

ranking from 14th place last year.

●Asiana Airlines (3.82 points) moved from 24th place last year to 9th place, while Garuda

Indonesia (3.73 points) shot up from 25th place last year to 15th place.

●Among both the reasons for satisfaction and reasons for dissatisfaction, “Smoothness of

check-in, baggage check” was given most.


3) Service by Ground Crew: Top 20

Am satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfied

Legend

Total (n=4,000) 3.63 3.60

By

airline1 （1） - JAL [Japanese] (n=100) 4.18 4.15

2 （2） - ANA [Japanese] (n=100) 4.15 3.96



5 （14） ↑ Eva Air [Asian] (n=100) 3.88 3.71

6 （3） ↓ Singapore Airlines [Asian] (n=100) 3.87 3.95


8 （8） - KLM Royal Dutch Airlines [European] (n=100) 3.83 3.77


9 （8） ↓ Korean Air [Asian] (n=100) 3.82 3.77



13 （11） ↓ Qantas [Pacific / Oceania] (n=100) 3.78 3.74



15 （14） ↓ Delta Air Lines [South / North American] (n=100) 3.73 3.71


17 （19） ↑ Air France [European] (n=100) 3.72 3.65



Satisfaction

points

last yearOrder

last year

Order

this year

Changes

in order

Satisfaction

points

13.4％

36.0

36.0

25.0

25.0

11.0

15.0

23.0

18.0

17.0

14.0

12.0

13.0

17.0

16.0

12.0

11.0

11.0

15.0

12.0

9.0

46.2

47.0

47.0

47.0

42.0

67.0

59.0

49.0

52.0

54.0

54.0

63.0

55.0

49.0

44.0

55.0

56.0

55.0

47.0

53.0

58.0

32.3

16.0

14.0

22.0

31.0

21.0

24.0

20.0

27.0

23.0

32.0

18.0

31.0

30.0

38.0

28.0

29.0

31.0

33.0

29.0

24.0

6.0

1.0

2.0

5.0

1.0

1.0

2.0

6.0

1.0

6.0

―

6.0

―

3.0

2.0

4.0

3.0

1.0

5.0

5.0

8.0

2.1

―

1.0

1.0

1.0

―

―

2.0

2.0

―

―

1.0

1.0

1.0

―

1.0

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 2,386 64.7 27.5 14.3 4.9 0.6 24.6

Reasons for dissatisfaction 1,614 25.9 14.6 7.2 3.3 3.3 56.1

■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 3.53 points.

●As was the case last year, Emirates took the top spot with 4.04 points. This was followed

by Qatar Airways (3.99 points) and Singapore Airlines (3.96 points).

●Among both the reasons for satisfaction and reasons for dissatisfaction, “Taste of meals”

was given most.

Am satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfied

Legend

Total (n=3,687) 3.53 3.57

By

airline1 （1） - Emirates [Middle East / Africa] (n=100) 4.04 3.98


3 （3） - Singapore Airlines [Asian] (n=100) 3.96 3.92


5 （6） ↑ ANA [Japanese] (n=100) 3.92 3.83

5 （4） ↓ JAL [Japanese] (n=100) 3.92 3.90

7 （7） - Turkish Airlines [Middle East / Africa] (n=100) 3.88 3.81


9 （20） ↑ Eva Air [Asian] (n=100) 3.82 3.52







16 （15） ↓ Qantas [Pacific / Oceania] (n=100) 3.63 3.61



19 （25） ↑ Hawaiian Airlines [Pacific / Oceania] (n=100) 3.55 3.42

20 （23） ↑ Alitalia [European] (n=100) 3.54 3.48

Order

this year

Changes

in order

Satisfaction

points

Satisfaction

points

last yearOrder

last year

13.2％

29.0

29.0

20.0

27.0

24.0

26.0

23.0

23.0

16.0

11.0

20.0

11.0

10.0

10.0

16.0

12.0

10.0

15.0

14.0

8.0

43.0

51.0

48.0

59.0

49.0

53.0

49.0

51.0

46.0

53.0

63.0

50.0

56.0

58.0

56.0

46.0

49.0

52.0

43.0

38.0

52.0

31.2

15.0

18.0

18.0

16.0

16.0

18.0

20.0

24.0

28.0

23.0

20.0

30.0

25.0

25.0

27.0

31.0

31.0

30.0

38.0

29.0

8.8

5.0

3.0

3.0

6.0

5.0

5.0

3.0

7.0

3.0

2.0

7.0

2.0

5.0

8.0

8.0

6.0

3.0

9.0

9.0

8.0

3.8

―

2.0

―

2.0

2.0

2.0

3.0

―

―

1.0

3.0

1.0

2.0

1.0

3.0

2.0

4.0

3.0

1.0

3.0

（％）

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



■Satisfaction with in-flight Food and Drink Service

(in-flight food and drink service 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.


† Tabulation excludes airlines with less than 80s: AirAsia X, Jetstar Asia Airways, Scoot, Tigerair Taiwan, Jeju Air, 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)





●The “Inflight entertainment” satisfaction total average was 3.39 points, which was the

lowest score among all five categories.

●As was the case last year, Emirates took the top spot with 4.01 points. This was

followed by JAL (3.96 points) and ANA (3.89 points).

●As both reasons for satisfaction and reasons for dissatisfaction, "Number of TV

channels and movies," "Movies/TV programs available," and “Whether movies/TV

available in Japanese language” were given far more than others.


5) In-flight Entertainment: Top 20

Am satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfied

Legend

Total (n=3,792) 3.39 3.35

By

airline1 （1） - Emirates [Middle East / Africa] (n=100) 4.01 3.95

2 （3） ↑ JAL [Japanese] (n=100) 3.96 3.88

3 （4） ↑ ANA [Japanese] (n=100) 3.89 3.84


5 （6） ↑ Singapore Airlines [Asian] (n=100) 3.77 3.78





10 （18） ↑ Hawaiian Airlines [Pacific / Oceania] (n=100) 3.66 3.46






15 （19） ↑ Finnair [European] (n=100) 3.55 3.45

17 （12） ↓ Thai Airways [Asian] (n=100) 3.54 3.52

18 （15） ↓ Eva Air [Asian] (n=100) 3.52 3.50



Order

this year

Changes

in order

Satisfaction

points

Satisfaction

points

last yearOrder

last year

12.0％

36.0

24.0

22.0

16.0

18.0

23.0

22.0

25.0

18.0

15.0

19.0

16.0

12.0

12.0

12.0

17.0

10.0

7.0

8.0

6.0

36.0

38.0

52.0

50.0

53.0

51.0

42.0

41.0

40.0

41.0

45.0

42.0

43.0

44.0

43.0

42.0

36.0

48.0

51.0

49.0

49.0

35.2

18.0

20.0

24.0

26.0

22.0

25.0

27.0

22.0

35.0

31.0

26.0

33.0

37.0

36.0

37.0

36.0

29.0

30.0

32.0

37.0

12.4

7.0

4.0

3.0

5.0

8.0

7.0

10.0

10.0

6.0

9.0

12.0

5.0

6.0

7.0

7.0

7.0

12.0

11.0

9.0

6.0

4.3

1.0

―

1.0

―

1.0

3.0

―

3.0

―

―

1.0

3.0

1.0

2.0

2.0

4.0

1.0

1.0

2.0

2.0

（％）

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 1,821 36.8 42.0 33.0 10.4 8.7 16.1 6.8 9.6 5.7 2.6 2.9 2.1 8.2 2.7 0.3 16.5

Reasons for dissatisfaction 1,971 17.0 21.3 23.5 4.9 5.0 12.4 2.6 5.2 4.4 1.1 2.3 1.4 6.8 2.2 2.5 40.3

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




† Tabulation excludes airlines with less than 80s: AirAsia X, Jetstar Asia Airways, Scoot, Tigerair Taiwan, Jeju Air, Vanilla Air,

Peach Aviation.

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

(in-flight entertainment users / Multiple Answer)





●The cost performance satisfaction total average was 3.72 points.

●In the top spot was Jeju Air (4.03 points), which sharply increased from 25th place last

year. This was followed by Qatar Airways (4.01 points) and Emirates (4.01 points).

●Among both the reasons for satisfaction and reasons for dissatisfaction, “Air fare ticket”

was given most.

3. Satisfaction with Cost Performance: TOP20

Am

satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfiedDon't know

Legend

Total (n=4,000) 3.72 3.66

By

airline1 （25） ↑ ● Jeju Air [Asian] (n=100) 4.03 3.68



4 （6） ↑ ● Peach Aviation [Japanese] (n=100) 3.96 3.84


6 （2） ↓ Turkish Airlines [Middle East / Africa] (n=100) 3.94 3.93

7 * * ● Scoot [Asian] (n=100) 3.92 *

8 （22） ↑ Eva Air [Asian] (n=100) 3.91 3.69

9 （9） - ● Jetstar Asia Airways [Asian] (n=100) 3.88 3.81

10 （21） ↑ Korean Air [Asian] (n=100) 3.84 3.70


12 （12） - China Airlines [Asian] (n=100) 3.81 3.79





17 （1） ↓ ● Tigerair Taiwan [Asian] (n=100) 3.77 4.01

17 （18） ↑ JAL [Japanese] (n=100) 3.77 3.71



Satisfaction

points

last yearOrder

this year

Order

last year

Changes

in order

Satisfaction

points

15.7％

28.0

35.0

26.0

25.0

30.0

27.0

28.0

15.0

19.0

19.0

10.0

15.0

19.0

18.0

18.0

15.0

13.0

16.0

18.0

14.0

47.3

49.0

34.0

52.0

53.0

39.0

44.0

45.0

59.0

59.0

46.0

62.0

53.0

46.0

45.0

45.0

52.0

57.0

51.0

44.0

50.0

27.1

19.0

20.0

17.0

16.0

21.0

18.0

20.0

22.0

13.0

31.0

23.0

20.0

27.0

33.0

31.0

27.0

21.0

23.0

32.0

32.0

5.1

3.0

4.0

4.0

5.0

4.0

6.0

2.0

1.0

6.0

2.0

1.0

5.0

4.0

1.0

1.0

―

4.0

6.0

3.0

1.0

1.9

―

2.0

―

1.0

2.0

1.0

4.0

―

2.0

―

1.0

1.0

1.0

1.0

2.0

3.0

2.0

1.0

1.0

1.0

2.9

1.0

5.0

1.0

―

4.0

4.0

1.0

3.0

1.0

2.0

3.0

6.0

3.0

2.0

3.0

3.0

3.0

3.0

2.0

2.0

（％）

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



■Satisfaction with cost performance (Total / Single Answer)



† 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)





●Regarding intention to use again, the “Intention to use again – total” (that is, including “I’d

very much like to use” (16%)) was 67%.

●By airline, at the top of the “Intention to use again - total” ranking was ANA (91%). 2nd

place was JAL (85%). This was followed by Eva Air and Singapore Airlines (both 81%).

●Among LCC, the Vanilla Air and Peach Aviation “intention to use again – total” was 73%,

which made them both 13th place among the total.

4. Intention to Use Again

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) 67.0

ANA (n=100) 91.0

JAL (n=100) 85.0

● Vanilla Air (n=100) 73.0

● Peach Aviation (n=100) 73.0

American Airlines (n=100) 64.0

Air Canada (n=100) 67.0

Delta Air Lines (n=100) 71.0

United Airlines (n=100) 52.0

Qantas (n=100) 72.0

● Jetstar (n=100) 55.0

Hawaiian Airlines (n=100) 58.0

Asiana Airlines (n=100) 77.0

● AirAsia X (n=100) 61.0

Eva Air (n=100) 81.0

Garuda Indonesia (n=100) 68.0

Cathay Pacific Airways (n=100) 60.0

● Jetstar Asia Airways (n=100) 71.0

Singapore Airlines (n=100) 81.0

● Scoot (n=100) 68.0

Korean Air (n=100) 67.0

● Tigerair Taiwan (n=100) 65.0

Thai Airways (n=100) 76.0

● Jeju Air (n=100) 72.0

China Airlines (n=100) 64.0

Air China (n=100) 34.0

China Eastern Airlines (n=100) 37.0

Philippines Airlines (n=100) 54.0

Vietnam Airlines (n=100) 58.0

Hong Kong Airlines (n=100) 59.0

Malaysia Airlines (n=100) 63.0

KLM Royal Dutch Airlines (n=100) 71.0

Alitalia (n=100) 49.0

Air France (n=100) 75.0

Finnair (n=100) 79.0

British Airways (n=100) 58.0

Lufthansa (n=100) 74.0

Etihad Airways (n=100) 74.0

Emirates (n=100) 79.0

Qatar Airways (n=100) 75.0

Turkish Airlines (n=100) 69.0

Intention

to Use

Again

Total

By

airline

Jap

anese

South /

North American

Pac

ific /

Ocean

iaA

sian

Euro

pean

Mid

dle E

ast

/ A

fric

a

16.2％

38.0

39.0

15.0

19.0

15.0

16.0

16.0

5.0

13.0

9.0

10.0

17.0

16.0

21.0

14.0

11.0

14.0

27.0

19.0

16.0

12.0

14.0

20.0

9.0

4.0

2.0

6.0

8.0

5.0

17.0

22.0

5.0

21.0

16.0

15.0

16.0

24.0

32.0

29.0

22.0

50.8

53.0

46.0

58.0

54.0

49.0

51.0

55.0

47.0

59.0

46.0

48.0

60.0

45.0

60.0

54.0

49.0

57.0

54.0

49.0

51.0

53.0

62.0

52.0

55.0

30.0

35.0

48.0

50.0

54.0

46.0

49.0

44.0

54.0

63.0

43.0

58.0

50.0

47.0

46.0

47.0

24.4

7.0

11.0

18.0

19.0

29.0

20.0

26.0

35.0

26.0

29.0

36.0

21.0

27.0

17.0

27.0

35.0

21.0

16.0

25.0

27.0

26.0

21.0

23.0

30.0

45.0

37.0

30.0

33.0

30.0

22.0

22.0

35.0

14.0

16.0

29.0

17.0

17.0

17.0

17.0

22.0

6.4

1.0

3.0

6.0

5.0

6.0

8.0

2.0

8.0

2.0

11.0

5.0

2.0

9.0

2.0

4.0

4.0

6.0

2.0

4.0

4.0

5.0

3.0

5.0

4.0

17.0

22.0

11.0

7.0

8.0

11.0

5.0

13.0

8.0

2.0

10.0

6.0

7.0

4.0

5.0

8.0

2.3

1.0

1.0

3.0

3.0

1.0

5.0

1.0

5.0

―

5.0

1.0

―

3.0

―

1.0

1.0

2.0

1.0

3.0

2.0

4.0

―

―

2.0

4.0

4.0

5.0

2.0

3.0

4.0

2.0

3.0

3.0

3.0

3.0

3.0

2.0

―

3.0

1.0

■Intention to Use Again (Total / Single Answer)




●When respondents were asked about airlines they would like to use again, the highest

percentage gave ANA (65%), which was the same result as last year. This was followed by

JAL (52%), 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

(n=4,000) (％) Ranking (n=4,000)

1 ANA [Japanese] n=2,583 64.6 1 58.3 ↑

2 JAL [Japanese] n=2,061 51.5 2 50.9 ―

3 Singapore Airlines [Asian] n=753 18.8 3 17.1 ↑

4 Emirates [Middle East / Africa] n=556 13.9 4 13.8 ―

5 ● Peach Aviation [Japanese] n=247 6.2 5 7.4 ↓

6 Lufthansa [European] n=242 6.1 6 6.6 ―

7 Air France [European] n=235 5.9 7 5.9 ―

8 Cathay Pacific Airways [Asian] n=212 5.3 11 4.0 ↑

9 Delta Air Lines [South / North American] n=204 5.1 9 5.1 ―

10 Hawaiian Airlines [Pacific / Oceania] n=169 4.2 12 3.9 ―

11 ● Vanilla Air [Japanese] n=165 4.1 8 5.2 ↓

12 KLM Royal Dutch Airlines [European] n=157 3.9 17 3.0 ―

13 United Airlines [South / North American] n=146 3.7 19 2.8 ―

14 Finnair [European] n=139 3.5 10 4.2 ―

15 Thai Airways [Asian] n=131 3.3 14 3.4 ―

15 Qatar Airways [Middle East / Africa] n=131 3.3 15 3.3 ―

17 Air Canada [South / North American] n=97 2.4 18 3.0 ―

18 Qantas [Pacific / Oceania] n=94 2.4 16 3.1 ―

19 Air New Zealand n=91 2.3 13 3.5 ↓

20 Eva Air [Asian] n=82 2.1 25 1.7 ―

21 American Airlines [South / North American] n=80 2.0 20 2.5 ―

21 British Airways [European] n=80 2.0 22 2.1 ―

23 Etihad Airways [Middle East / Africa] n=75 1.9 23 1.9 ―

24 Asiana Airlines [Asian] n=66 1.7 27 1.5 ―

25 ● Jetstar [Pacific / Oceania] n=64 1.6 21 2.4 ―

26 Korean Air [Asian] n=63 1.6 26 1.6 ―

26 Turkish Airlines [Middle East / Africa] n=63 1.6 33 1.1 ―

28 ● Spring Japan n=57 1.4 30 1.3 ―

29 Swiss International Airlines n=46 1.2 24 1.8 ―

30 ● AirAsia X [Asian] n=41 1.0 37 0.7 ―

31 China Airlines [Asian] n=36 0.9 32 1.2 ―

32 Alitalia [European] n=35 0.9 29 1.3 ―

33 Garuda Indonesia [Asian] n=33 0.8 36 0.8 ―

33 Vietnam Airlines [Asian] n=33 0.8 34 0.9 ―

33 Scandinavian Airlines n=33 0.8 28 1.4 ―

36 ● Scoot [Asian] n=29 0.7 43 0.5 ―

37 Malaysia Airlines [Asian] n=28 0.7 30 1.3 ―

38 ● Jetstar Asia Airways [Asian] n=24 0.6 35 0.8 ―

39 ● Jeju Air [Asian] n=23 0.6 40 0.6 ―

40 ● Air Busan n=21 0.5 48 0.4 ―

40 Cathay Dragonair (formerly Hong Kong Dragonair) n=21 0.5 52 0.3 ―

40 Philippines Airlines [Asian] n=21 0.5 49 0.3 ―

43 Air Tahiti Nui n=20 0.5 42 0.5 ―

43 ● Tigerair Taiwan [Asian] n=20 0.5 46 0.4 ―

45 Aero Mexico n=19 0.5 46 0.4 ―

46 ● Thai AirAsia X n=15 0.4 41 0.5 ―

46 Hong Kong Airlines [Asian] n=15 0.4 65 0.1 ―

48 ● Cebu Pacific Air n=13 0.3 50 0.3 ―

48 China Eastern Airlines [Asian] n=13 0.3 43 0.5 ―

50 Air Calédonie International n=12 0.3 54 0.2 ―

51 Air China [Asian] n=7 0.2 52 0.3 ―

52 ● Spring Airlines n=6 0.2 54 0.2 ―

52 ● Jin Air n=6 0.2 62 0.1 ―

52 SriLankan Airlines n=6 0.2 65 0.1 ―

52 Aeroflot n=6 0.2 45 0.5 ―

52 Ethiopian Airlines n=6 0.2 65 0.1 ―

57 Uzbekistan Airways n=5 0.1 62 0.1 ―

57 ● Hong Kong Express Airways n=5 0.1 50 0.3 ―

57 South African Airways n=5 0.1 54 0.2 ―

60 Air Niugini n=4 0.1 65 0.1 ―

60 ● Eastar Jet n=4 0.1 65 0.1 ―

60 China Southern Airlines n=4 0.1 60 0.2 ―

60 ● T'Way Airlines n=4 0.1 57 0.2 ―

60 EgyptAir n=4 0.1 57 0.2 ―

60 LOT Polish Airlines n=4 0.1 39 0.6 ―

66 Air Indian n=3 0.1 80 ― ―

66 Hainan Airlines n=3 0.1 72 0.1 ―

66 Bangkok Airways n=3 0.1 62 0.1 ―

66 Air Macau n=3 0.1 59 0.2 ―

66 S7 Aviation (former Siberian Airlines) n=3 0.1 70 0.1 ―

66 Aurora Airways (Former Sakhalin Airlines, former Vladivostok Airlines) n=3 0.1 60 0.2 ―

72 Asia Atlantic Airlines n=1 ― 80 ― ―

72 Juneyao Airlines n=1 ― 72 0.1 ―

72 Miat Mongolian Airlines n=1 ― 75 ― ―

75 Shandong Airlines n=0 ― 80 ― ―

75 Jet Airways n=0 ― 80 ― ―

75 Sichuan Air n=0 ― 80 ― ―

75 Shanghai Airlines n=0 ― 75 ― ―

75 Shinzhen Air n=0 ― 75 ― ―

75 Pakistan International Airlines n=0 ― 75 ― ―

Other n=9 0.2 0.5

Don't know n=277 6.9 7.3

2018 Survey 2017 Survey Rate of

increase0 10 20 30 40 50 60 70

2018 Survey（％）■Airlines Desired for Future Use (Total / Up to 3)

† 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 2017 survey and 2018 survey.

Issue :JULY 2018

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

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