2017 Airline Satisfaction Survey · ・Optional Services Not Free That Were Used 13 ... Hawaiian Airlines, Asiana Airlines, AirAsia X, Eva Air, Garuda ... Means of Arranging Air Tickets

2017Airline 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 Was Used When Making Overseas Travel 9

・ Reason for Using Airline Website 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 2017

"2017 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 INTAGE Net Monitors of INTAGE Inc., these were Japanese citizens aged 18 years and over who

traveled overseas in the year 2016 (the month of departure being in 2016).

○Timing

Tue. 21 Mar through Fri. 24 Mar, 2017

○Research Method

Internet survey

○Numbers Tabulated

4,986 respondents (respondents contacted: 7,712; samples collected:5,261 (successful collection rate of :68.2%))

○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

18-29 yrs 30-39 yrs 40-49 yrs 50-59 yrs 60 yrs+

Male 1.1096529 0.8823527 0.8313084 0.7473727 1.0584185

Female 1.0878768 1.1190887 1.1520074 1.1679951 1.1523954

○Objective

Get airline evaluations from those who traveled overseas in 2016.

○Respondents

The survey was done on 7,170 respondents selected from the INTAGE Net Monitors of INTAGE Inc. These were Japanese

citizens aged 18 years and over who traveled overseas in the year 2016 (the month of departure being in 2016).

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

○Timing

Fri. 14 April through Mon. 17 April, 2017

○Research Method

Internet survey

○Tabulation Numbers

4,000 respondents (respondents contacted: 7,170, samples collected: 4,364s (successful collection rate of 60.9%))

* 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, Jetstar Asia Airways,

Singapore Airlines, Tigerair Taiwan, Korean Air, Thai Airways, Jeju Air, China Airlines, Air China, China Eastern Airlines,

Philippines Airlines, Vietnam Airlines, Aeroflot, Alitalia, Air France, LOT Polish Airlines, KLM Royal Dutch Airlines, Scandinavian

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 2016, according to the

results of the “2017 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.

“2016 Airline Satisfaction Survey” - Timing: 14 April through 19 April 2016; Sample size tabulated: 4,000s (100 samples

for each airline)

(3) In this survey, respondents who in 2016 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.



■Annual Household Income (Total / Single Answer)

■Occupation (Total / Single Answer)

■Area of Residence (Total / Single Answer)

2. Profile of the Respondents

(n＝4,000) (n＝4,000)

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

Male

50.6%

Female

49.5%

18-29 yrs10.0%

30-39 yrs14.8%

40-49 yrs23.1%50-59 yrs

25.3%

60 yrs+26.9%

（％）

Hokkaido TohokuKanto

Total

Kita

Kanto

4

prefectures

Hokuriku/

Koshinetsu

Chubu/

Tokai

Kansai

TotalKeihanshin

Other

KinkiChugoku Shikoku

Kyushu/

Okinawa

Sample

Total 4,000 2.7 2.9 50.1 3.1 47.0 3.2 10.7 20.9 17.8 3.1 3.2 1.6 4.9

（％）

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 15.1 7.8 4.2 4.3 12.3 5.0 6.3 3.0 4.2 8.7 2.6 14.3 11.3 1.2

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 11.4 9.0 9.1 8.3 7.0 6.9 11.8 13.1 6.7 16.9

0

5

10

15

20

Total

（％）



■Purpose for Overseas Travel and Persons Accompanying (Total / Single Answer)

■Overseas Travel Type (Total / Single Answer)

■Time Spent on Flight (per one-way) (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 15.0 16.7 3.8 24.2 2.6 10.0 6.7 3.8 11.2 2.2 1.1 2.8

0

5

10

15

20

25

Total

（％）

[Package]

Full

package

[Package]

Medium

package

[Package]

Skelton[FIT]

Legend

Total 52.2

Package

Tour

Total

(n=4,000) 19.4％ 10.6 22.2 47.9

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) 35.9％ 26.6 37.5

† [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



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)

● Jetstar Asia Airways (n=100)

Singapore Airlines (n=100)

● Tigerair Taiwan (n=100)

Korean Air (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)

Aeroflot (n=100)

Alitalia (n=100)

Air France (n=100)

LOT Polish Airlines (n=100)

KLM Royal Dutch Airlines (n=100)

Scandinavian Airlines (n=100)

Finnair (n=100)

British Airways (n=100)

Lufthansa (n=100)

Emirates (n=100)

Qatar Airways (n=100)

Turkish Airlines (n=100)

I haven't

arranged

myself

South /

North American

Arranged

through

company

specializing in

low price air

tickets

Company or

person

related to

operations

arranged

Arranged

through

airline

Arranged through

travel company

Japanese

Arranged by

self through

other means

Pacific / Oceania

By

airline

European

Middle East /

Africa

Asian

7.1％

8.0

10.0

―

―

16.0

5.0

4.0

10.0

8.0

1.0

6.0

―

9.0

1.0

13.0

10.0

11.0

2.0

13.0

1.0

5.0

13.0

2.0

7.0

16.0

26.0

7.0

8.0

3.0

2.0

11.0

7.0

10.0

10.0

3.0

5.0

9.0

3.0

3.0

4.0

20.6

29.0

33.0

50.0

66.0

19.0

16.0

15.0

15.0

17.0

29.0

17.0

8.0

14.0

54.0

11.0

7.0

15.0

39.0

11.0

41.0

10.0

23.0

34.0

7.0

19.0

7.0

22.0

6.0

12.0

17.0

22.0

12.0

23.0

17.0

15.0

21.0

10.0

15.0

8.0

17.0

52.2

44.0

44.0

34.0

25.0

34.0

62.0

61.0

58.0

57.0

56.0

62.0

77.0

52.0

29.0

61.0

58.0

61.0

43.0

59.0

38.0

62.0

27.0

44.0

58.0

38.0

37.0

43.0

73.0

44.0

66.0

42.0

68.0

50.0

48.0

66.0

42.0

67.0

66.0

71.0

59.0

10.1

12.0

4.0

4.0

2.0

16.0

12.0

10.0

10.0

12.0

4.0

8.0

8.0

10.0

3.0

6.0

10.0

8.0

5.0

8.0

8.0

11.0

23.0

5.0

18.0

17.0

18.0

15.0

5.0

18.0

9.0

15.0

3.0

10.0

15.0

12.0

16.0

9.0

6.0

9.0

8.0

4.7

―

2.0

4.0

3.0

7.0

4.0

4.0

―

2.0

2.0

2.0

3.0

10.0

7.0

2.0

6.0

―

4.0

3.0

9.0

6.0

7.0

8.0

5.0

7.0

4.0

7.0

5.0

14.0

4.0

5.0

4.0

5.0

4.0

1.0

7.0

2.0

7.0

5.0

8.0

1.3

3.0

1.0

―

1.0

2.0

―

―

2.0

1.0

1.0

1.0

―

1.0

2.0

2.0

2.0

―

1.0

1.0

2.0

1.0

―

1.0

―

3.0

4.0

―

―

3.0

1.0

1.0

1.0 1.0

2.0

1.0

3.0

2.0

1.0

1.0

2.0

4.2

4.0

6.0

8.0

3.0

6.0

1.0

6.0

5.0

3.0

7.0

4.0

4.0

4.0

4.0

5.0

7.0

5.0

6.0

5.0

1.0

5.0

7.0

6.0

5.0

―

4.0

6.0

3.0

6.0

1.0

4.0

5.0

1.0

4.0

2.0

6.0

1.0

2.0

3.0

2.0

■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=1,914)

ANA (n=56)

JAL (n=56)

● Vanilla Air (n=66)

● Peach Aviation (n=75)

American Airlines (n=66)

Air Canada (n=38)

Delta Air Lines (n=39)

United Airlines (n=42)

Qantas (n=43)

● Jetstar (n=44)

Air New Zealand (n=38)

Hawaiian Airlines (n=23)

Asiana Airlines (n=48)

● AirAsia X (n=71)

Eva Air (n=39)

Garuda Indonesia (n=42)

Cathay Pacific Airways (n=39)

● Jetstar Asia Airways (n=57)

Singapore Airlines (n=41)

● Tigerair Taiwan (n=62)

Korean Air (n=38)

Thai Airways (n=73)

● Jeju Air (n=56)

China Airlines (n=42)

Air China (n=62)

China Eastern Airlines (n=63)

Philippines Airlines (n=57)

Vietnam Airlines (n=27)

Aeroflot (n=56)

Alitalia (n=34)

Air France (n=58)

LOT Polish Airlines (n=32)

KLM Royal Dutch Airlines (n=50)

Scandinavian Airlines (n=52)

Finnair (n=34)

British Airways (n=58)

Lufthansa (n=33)

Emirates (n=34)

Qatar Airways (n=29)

Turkish Airlines (n=41)

By

airline

Japanese

South /

North American

Pacific / Oceania

Middle East /

Africa

Asian

European

19.6％

7.1

14.3

15.2

9.3

21.2

28.9

15.4

7.1

7.0

13.6

13.2

4.3

25.0

15.5

23.1

28.6

20.5

15.8

19.5

16.1

28.9

16.4

21.4

35.7

37.1

30.2

26.3

14.8

37.5

29.4

17.2

9.4

14.0

17.3

11.8

17.2

21.2

23.5

17.2

34.1

26.8

26.8

28.6

4.5

5.3

34.8

31.6

30.8

38.1

30.2

6.8

21.1

21.7

25.0

4.2

51.3

21.4

28.2

8.8

34.1

16.1

18.4

35.6

5.4

21.4

38.7

20.6

31.6

33.3

26.8

35.3

36.2

40.6

48.0

38.5

47.1

36.2

33.3

26.5

44.8

36.6

12.1

―

―

56.1

54.7

―

―

―

―

―

47.7

―

―

―

63.4

―

―

―

56.1

―

46.8

―

―

46.4

―

―

―

―

―

―

―

―

―

―

―

―

―

―

―

―

―

4.3

16.1

17.9

3.0

―

3.0

2.6

7.7

14.3

―

―

2.6

―

8.3

―

―

4.8

7.7

1.8

4.9

―

2.6

8.2

―

2.4

1.6

1.6

―

―

1.8

5.9

5.2

18.8

4.0

3.8

2.9

8.6

6.1

―

3.4

2.4

22.8

33.9

26.8

13.6

26.7

27.3

31.6

30.8

23.8

48.8

11.4

34.2

52.2

22.9

8.5

7.7

26.2

23.1

5.3

26.8

8.1

23.7

24.7

8.9

23.8

11.3

31.7

31.6

33.3

16.1

14.7

22.4

25.0

24.0

30.8

23.5

15.5

30.3

44.1

13.8

14.6

14.4

16.1

12.5

7.6

4.0

13.6

5.3

15.4

16.7

14.0

20.5

28.9

21.7

18.8

8.5

17.9

19.0

20.5

12.3

14.6

12.9

26.3

15.1

17.9

16.7

11.3

15.9

10.5

18.5

17.9

14.7

19.0

6.3

10.0

9.6

14.7

22.4

9.1

5.9

20.7

12.2

8

■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) 49.5 43.0 45.4

● Peach Aviation [Japanese] (n=100) 91.0 90.0 76.0

● Vanilla Air [Japanese] (n=100) 75.0 77.0 72.0

● Jetstar Asia Airways [Asian] (n=100) 76.0 78.0 76.0

● AirAsia X [Asian] (n=100) 76.0 74.0 72.0

● Tigerair Taiwan [Asian] (n=100) 71.0 66.0 54.0

ANA [Japanese] (n=100) 67.0 59.0 60.0

JAL [Japanese] (n=100) 61.0 58.0 59.0

● Jeju Air [Asian] (n=100) 67.0 57.0 52.0

LOT Polish Airlines [European] (n=100) 60.0 53.0 58.0

Air France [European] (n=100) 56.0 43.0 53.0

Qatar Airways [Middle East / Africa] (n=100) 50.0 37.0 47.0

● Jetstar [Pacific / Oceania] (n=100) 55.0 54.0 52.0

American Airlines [South / North American] (n=100) 52.0 45.0 54.0

Aeroflot [European] (n=100) 49.0 38.0 47.0

Thai Airways [Asian] (n=100) 54.0 42.0 50.0

United Airlines [South / North American] (n=100) 45.0 42.0 40.0

KLM Royal Dutch Airlines [European] (n=100) 50.0 39.0 46.0

Asiana Airlines [Asian] (n=100) 52.0 48.0 39.0

Emirates [Middle East / Africa] (n=100) 45.0 41.0 46.0

Qantas [Pacific / Oceania] (n=100) 49.0 39.0 43.0

Delta Air Lines [South / North American] (n=100) 44.0 41.0 41.0

British Airways [European] (n=100) 46.0 36.0 46.0

Singapore Airlines [Asian] (n=100) 44.0 37.0 43.0

Scandinavian Airlines [European] (n=100) 45.0 36.0 44.0

Hawaiian Airlines [Pacific / Oceania] (n=100) 43.0 36.0 37.0

Philippines Airlines [Asian] (n=100) 47.0 39.0 40.0

Cathay Pacific Airways [Asian] (n=100) 41.0 36.0 32.0

Lufthansa [European] (n=100) 39.0 29.0 40.0

Air China [Asian] (n=100) 43.0 39.0 37.0

Alitalia [European] (n=100) 40.0 27.0 34.0

Air New Zealand [Pacific / Oceania] (n=100) 39.0 32.0 39.0

Turkish Airlines [Middle East / Africa] (n=100) 42.0 35.0 40.0

Garuda Indonesia [Asian] (n=100) 42.0 33.0 35.0

Air Canada [South / North American] (n=100) 38.0 28.0 32.0

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

Vietnam Airlines [Asian] (n=100) 32.0 28.0 33.0

China Airlines [Asian] (n=100) 35.0 30.0 33.0

Eva Air [Asian] (n=100) 33.0 26.0 32.0

China Eastern Airlines [Asian] (n=100) 25.0 21.0 25.0

Korean Air [Asian] (n=100) 22.0 19.0 21.0

By airline

Period used

56.2％

92.0

83.0

82.0

81.0

75.0

71.0

69.0

69.0

66.0

65.0

64.0

60.0

59.0

58.0

57.0

56.0

56.0

56.0

55.0

54.0

53.0

53.0

53.0

51.0

51.0

51.0

49.0

48.0

48.0

47.0

47.0

46.0

46.0

45.0

45.0

42.0

41.0

40.0

32.0

30.0

43.9

8.0

17.0

18.0

19.0

25.0

29.0

31.0

31.0

34.0

35.0

36.0

40.0

41.0

42.0

43.0

44.0

44.0

44.0

45.0

46.0

47.0

47.0

47.0

49.0

49.0

49.0

51.0

52.0

52.0

53.0

53.0

54.0

54.0

55.0

55.0

58.0

59.0

60.0

68.0

70.0

■Whether Airline Website Was Used When Making Overseas Travel (Total / Single Answer)

† If the website 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

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f sc

hedu

le

Desi

gnat

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eat

Acqu

ired

info

rmat

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g to

bag

gage

weig

ht

and

limitat

ion o

n n

um

ber

of pi

eces

Confir

mat

ion o

f ai

r ticke

t pr

ice in

form

atio

n

Acqu

ired

info

rmat

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e-ticke

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d check-

in p

rocedu

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Acqu

ired

info

rmat

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in-fli

ght

serv

ices

and

what

to d

o o

n flig

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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

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ert

ainin

g to

in-fli

ght

rule

s su

ch a

s

smoki

ng

and

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Total (n=2,246) 48.9 45.4 45.2 23.9 23.1 22.8 17.2 13.8 13.4 12.6 11.4 10.1 8.4 7.3 6.9 5.2 4.0 1.2 7.6

ANA [Japanese] (n=71) 53.5 47.9 62.0 19.7 15.5 22.5 16.9 9.9 14.1 11.3 14.1 8.5 2.8 5.6 5.6 2.8 9.9 1.4 5.6

JAL [Japanese] (n=69) 58.0 49.3 68.1 13.0 26.1 24.6 15.9 7.2 8.7 17.4 14.5 8.7 7.2 8.7 4.3 10.1 10.1 1.4 2.9

● Vanilla Air [Japanese] (n=83) 73.5 57.8 42.2 32.5 31.3 22.9 8.4 16.9 22.9 12.0 2.4 20.5 1.2 7.2 13.3 6.0 ― 1.2 4.8

● Peach Aviation [Japanese] (n=92) 83.7 44.6 38.0 22.8 34.8 16.3 3.3 7.6 8.7 8.7 ― 12.0 ― 8.7 14.1 2.2 1.1 ― 3.3

American Airlines [South / North American] (n=59) 49.2 50.8 59.3 13.6 22.0 25.4 10.2 11.9 5.1 13.6 11.9 5.1 13.6 6.8 1.7 3.4 6.8 ― 6.8

Air Canada [South / North American] (n=45) 37.8 42.2 37.8 31.1 26.7 28.9 22.2 15.6 24.4 13.3 13.3 11.1 15.6 17.8 6.7 ― 4.4 2.2 15.6

Delta Air Lines [South / North American] (n=53) 30.2 49.1 58.5 20.8 13.2 13.2 11.3 5.7 17.0 7.5 15.1 ― 1.9 5.7 1.9 7.5 1.9 1.9 3.8

United Airlines [South / North American] (n=56) 32.1 39.3 48.2 16.1 10.7 17.9 14.3 8.9 8.9 8.9 16.1 3.6 1.8 7.1 1.8 ― 3.6 ― 10.7

Qantas [Pacific / Oceania] (n=54) 51.9 59.3 53.7 29.6 22.2 27.8 27.8 18.5 18.5 14.8 16.7 11.1 13.0 7.4 7.4 5.6 7.4 1.9 1.9

● Jetstar [Pacific / Oceania] (n=60) 70.0 50.0 41.7 38.3 38.3 31.7 21.7 18.3 25.0 25.0 8.3 28.3 11.7 20.0 23.3 10.0 3.3 ― 5.0

Air New Zealand [Pacific / Oceania] (n=47) 36.2 46.8 36.2 23.4 21.3 25.5 21.3 19.1 8.5 17.0 19.1 12.8 14.9 8.5 8.5 12.8 4.3 ― 12.8

Hawaiian Airlines [Pacific / Oceania] (n=51) 29.4 27.5 37.3 13.7 11.8 23.5 29.4 3.9 3.9 3.9 17.6 2.0 2.0 2.0 ― 3.9 2.0 ― 17.6

Asiana Airlines [Asian] (n=56) 48.2 30.4 25.0 10.7 16.1 12.5 10.7 8.9 7.1 10.7 3.6 3.6 1.8 3.6 3.6 3.6 3.6 ― 17.9

● AirAsia X [Asian] (n=81) 81.5 54.3 45.7 44.4 37.0 33.3 13.6 14.8 13.6 12.3 2.5 19.8 7.4 8.6 22.2 2.5 1.2 ― 3.7

Eva Air [Asian] (n=40) 35.0 32.5 35.0 20.0 7.5 22.5 15.0 17.5 10.0 7.5 5.0 2.5 7.5 7.5 2.5 5.0 ― 2.5 10.0

Garuda Indonesia [Asian] (n=46) 30.4 47.8 39.1 28.3 17.4 26.1 21.7 10.9 13.0 6.5 13.0 10.9 2.2 4.3 2.2 4.3 ― ― 13.0

Cathay Pacific Airways [Asian] (n=49) 44.9 44.9 44.9 14.3 20.4 18.4 14.3 12.2 12.2 12.2 12.2 14.3 8.2 10.2 2.0 6.1 2.0 2.0 8.2

● Jetstar Asia Airways [Asian] (n=82) 75.6 48.8 45.1 29.3 37.8 30.5 14.6 14.6 14.6 19.5 4.9 22.0 4.9 12.2 15.9 13.4 4.9 ― 3.7

Singapore Airlines [Asian] (n=53) 35.8 41.5 60.4 7.5 15.1 17.0 22.6 11.3 9.4 9.4 3.8 9.4 5.7 ― 1.9 9.4 ― ― 7.5

● Tigerair Taiwan [Asian] (n=75) 70.7 49.3 38.7 34.7 28.0 22.7 9.3 18.7 20.0 16.0 1.3 9.3 1.3 5.3 14.7 5.3 1.3 ― 6.7

Korean Air [Asian] (n=30) 30.0 53.3 50.0 20.0 23.3 13.3 16.7 20.0 6.7 13.3 10.0 ― 13.3 6.7 ― 6.7 3.3 ― 16.7

Thai Airways [Asian] (n=57) 38.6 40.4 52.6 22.8 26.3 19.3 8.8 7.0 12.3 15.8 3.5 7.0 5.3 3.5 ― 1.8 1.8 1.8 8.8

● Jeju Air [Asian] (n=69) 66.7 36.2 20.3 23.2 21.7 15.9 2.9 1.4 7.2 10.1 1.4 17.4 ― 4.3 4.3 2.9 1.4 ― 10.1

China Airlines [Asian] (n=41) 29.3 26.8 41.5 19.5 9.8 22.0 14.6 7.3 2.4 9.8 9.8 4.9 ― 2.4 ― 7.3 2.4 ― 12.2

Air China [Asian] (n=48) 58.3 47.9 43.8 20.8 39.6 22.9 6.3 4.2 10.4 20.8 8.3 4.2 2.1 6.3 4.2 6.3 6.3 ― 10.4

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

Philippines Airlines [Asian] (n=51) 62.7 41.2 29.4 9.8 13.7 9.8 9.8 9.8 3.9 5.9 7.8 3.9 3.9 ― 2.0 2.0 ― 3.9 13.7

Vietnam Airlines [Asian] (n=42) 21.4 26.2 33.3 21.4 9.5 21.4 23.8 14.3 7.1 ― 4.8 11.9 9.5 ― ― 9.5 ― 4.8 7.1

Aeroflot [European] (n=58) 31.0 43.1 44.8 29.3 24.1 24.1 24.1 12.1 17.2 6.9 19.0 3.4 15.5 5.2 3.4 3.4 8.6 6.9 8.6

Alitalia [European] (n=47) 34.0 46.8 46.8 29.8 17.0 23.4 21.3 19.1 23.4 8.5 17.0 6.4 8.5 8.5 2.1 4.3 2.1 2.1 8.5

Air France [European] (n=65) 44.6 50.8 55.4 16.9 23.1 21.5 23.1 18.5 15.4 15.4 16.9 6.2 9.2 7.7 9.2 4.6 4.6 ― 4.6

LOT Polish Airlines [European] (n=66) 47.0 45.5 40.9 47.0 28.8 37.9 34.8 37.9 34.8 25.8 27.3 19.7 24.2 24.2 15.2 19.7 16.7 1.5 3.0

KLM Royal Dutch Airlines [European] (n=56) 42.9 51.8 55.4 14.3 28.6 25.0 16.1 10.7 12.5 16.1 17.9 5.4 16.1 7.1 8.9 1.8 10.7 ― 1.8

Scandinavian Airlines [European] (n=51) 52.9 54.9 52.9 49.0 31.4 43.1 37.3 27.5 31.4 33.3 27.5 13.7 25.5 15.7 9.8 3.9 9.8 2.0 2.0

Finnair [European] (n=45) 33.3 48.9 51.1 17.8 24.4 20.0 22.2 22.2 4.4 13.3 15.6 6.7 17.8 4.4 4.4 ― 2.2 6.7 8.9

British Airways [European] (n=53) 41.5 54.7 52.8 26.4 22.6 28.3 26.4 18.9 22.6 13.2 17.0 13.2 20.8 13.2 5.7 1.9 5.7 1.9 1.9

Lufthansa [European] (n=48) 27.1 39.6 39.6 16.7 12.5 18.8 20.8 12.5 6.3 2.1 12.5 ― 12.5 4.2 ― 2.1 ― ― 8.3

Emirates [Middle East / Africa] (n=55) 41.8 45.5 54.5 12.7 20.0 23.6 20.0 12.7 3.6 9.1 20.0 7.3 5.5 1.8 3.6 ― 1.8 ― 7.3

Qatar Airways [Middle East / Africa] (n=64) 25.0 34.4 43.8 20.3 17.2 17.2 23.4 15.6 10.9 7.8 18.8 9.4 12.5 4.7 4.7 7.8 3.1 3.1 7.8

Turkish Airlines [Middle East / Africa] (n=46) 37.0 56.5 39.1 32.6 17.4 19.6 28.3 23.9 13.0 6.5 15.2 8.7 21.7 2.2 4.3 ― 2.2 2.2 13.0

By

airline

0

20

40

60

Total

（％）

■Reason for Using Airline Website (Airline website user / Multiple Answer)




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Total (n=4,000) 36.2 29.6 24.6 15.6 15.0 12.1 11.1 10.0 9.5 9.2 7.3 6.7 6.5 6.1 6.1 5.3 5.3 5.2 5.1 5.0 4.9 4.5 3.9 3.6 2.8 2.4 2.1 2.0 3.4 16.1

Gender Male (n=2,022) 35.3 27.3 25.1 17.3 16.1 12.1 10.5 10.1 10.1 8.7 7.5 6.5 7.3 6.1 6.4 5.9 5.8 5.7 5.9 5.9 5.0 4.8 4.6 3.7 3.0 2.8 2.3 1.4 3.9 15.1

Female (n=1,978) 37.0 31.9 24.1 13.9 13.8 12.1 11.6 9.9 8.9 9.8 7.0 6.9 5.6 6.1 5.8 4.6 4.8 4.7 4.3 4.1 4.8 4.0 3.2 3.5 2.6 2.0 1.8 2.7 2.8 17.2

Age 18-29 yrs (n=400) 31.0 27.8 25.5 7.5 15.3 13.0 9.5 7.0 11.3 6.0 7.0 5.5 2.8 3.3 3.8 3.0 5.3 1.3 3.3 4.8 4.3 1.5 2.3 3.3 2.5 2.3 2.0 1.0 4.3 22.3

30-39 yrs (n=591) 39.8 35.5 26.2 10.3 14.6 15.4 13.7 10.0 12.4 5.9 7.4 6.6 5.1 5.1 4.7 4.2 4.9 4.6 3.4 4.9 5.2 2.0 3.7 4.2 2.9 2.0 2.2 2.5 3.2 12.9

40-49 yrs (n=922) 37.0 34.2 25.7 15.5 14.4 15.9 11.6 10.6 11.3 5.4 6.2 7.7 6.6 6.8 6.6 5.3 5.1 6.9 5.3 5.4 4.1 3.3 5.2 2.5 3.0 2.5 2.0 1.8 4.0 11.7

50-59 yrs (n=1,011) 37.3 31.8 25.7 17.8 15.6 10.9 9.9 11.7 8.7 8.5 7.1 6.7 7.1 6.8 6.4 6.6 6.5 6.6 6.6 5.4 5.1 6.0 5.1 3.0 2.7 2.1 1.9 2.0 2.9 14.5

60 yrs or older (n=1,076) 34.3 21.0 21.4 19.5 14.9 7.7 10.8 9.1 6.5 16.2 8.3 6.2 7.8 6.4 7.0 5.3 4.6 4.2 5.1 4.4 5.3 6.4 2.4 4.8 2.7 3.0 2.3 2.3 3.1 20.9

Kanto (n=2,005) 37.8 30.0 24.5 15.9 15.1 12.8 10.0 10.0 8.2 10.0 6.8 6.9 7.6 6.7 6.4 6.1 6.0 6.0 6.8 5.7 4.9 5.6 4.5 3.4 2.9 2.6 2.2 2.0 2.9 16.1

Kansai (n=835) 32.7 31.5 27.7 14.1 15.1 11.6 12.7 9.3 12.5 9.6 6.5 7.7 5.6 5.9 6.2 4.8 5.0 4.3 3.8 5.3 4.7 3.5 2.6 3.1 2.3 2.4 2.0 2.8 4.2 15.6

Tokai (n=428) 32.2 29.4 22.2 15.9 12.1 12.4 13.8 13.3 6.5 8.6 7.5 5.4 4.9 4.4 4.0 3.3 4.4 3.0 2.3 2.1 3.0 3.3 3.7 2.8 1.2 0.7 1.2 1.2 4.0 15.4

Package (n=2,086) 30.4 21.0 24.1 14.3 15.9 6.2 9.0 5.8 5.2 15.5 8.6 7.4 4.5 6.3 6.4 4.6 2.3 3.4 4.6 4.4 2.3 4.5 2.6 5.6 2.9 2.7 2.1 1.3 3.4 24.9

　Full package (n=774) 21.8 9.3 22.2 12.3 12.0 1.6 5.8 4.1 2.1 19.9 8.0 7.2 5.0 5.9 5.6 4.1 0.5 2.8 4.4 3.0 1.6 4.8 2.5 5.9 3.2 3.0 2.1 1.3 3.5 37.3

　Medium package (n=424) 29.5 22.2 25.2 12.7 19.3 3.5 7.5 5.9 5.4 17.2 8.5 6.8 3.8 5.9 7.5 4.0 2.1 2.8 3.3 5.2 1.4 4.5 2.1 6.8 2.4 2.8 2.6 1.7 2.1 27.6

　Skelton (n=888) 38.4 30.6 25.1 16.8 17.7 11.5 12.4 7.3 7.8 10.9 9.1 7.8 4.3 6.9 6.5 5.3 4.1 4.2 5.4 5.2 3.3 4.2 2.9 4.7 2.9 2.5 1.8 1.1 3.9 12.7

ＦＩＴ (n=1,914) 42.4 38.9 25.2 17.0 13.9 18.5 13.3 14.6 14.2 2.4 5.8 5.9 8.6 5.9 5.8 6.0 8.5 7.2 5.6 5.7 7.7 4.4 5.4 1.4 2.6 2.1 2.1 2.8 3.3 6.6

Travel alone (n=669) 38.0 33.9 25.3 16.6 13.9 19.1 12.7 13.5 17.3 6.1 6.0 6.9 10.0 6.7 6.0 6.3 9.6 6.9 5.8 5.7 9.7 4.2 6.1 1.5 2.5 3.3 2.4 2.1 3.6 7.5

With spouse/partner/on honeymoon (n=1,222) 34.1 25.0 25.7 16.9 16.5 8.5 10.7 10.0 6.5 12.5 8.3 7.2 6.0 6.6 7.5 6.4 4.5 4.7 6.3 4.9 4.6 6.7 4.8 4.7 3.4 2.9 2.2 1.7 3.0 19.6

With friend (n=666) 35.3 29.1 22.2 11.0 13.8 13.7 12.3 7.4 14.4 10.2 8.9 6.5 4.5 6.0 5.3 4.5 4.7 4.4 3.9 6.8 4.4 2.1 2.3 3.3 3.2 2.3 2.6 2.7 2.9 18.9

Family travel (n=688) 40.3 31.7 26.2 15.7 16.6 12.4 11.3 8.9 9.3 9.3 7.7 7.4 4.7 5.7 5.5 3.5 4.4 4.7 3.3 3.5 3.6 3.3 3.1 4.4 2.0 1.6 1.5 1.5 3.2 15.0

Is business class or higher (n=471) 34.0 27.2 39.7 20.4 21.9 8.9 9.1 12.7 2.1 11.9 9.8 11.0 14.4 14.9 14.9 14.0 5.1 11.0 17.6 8.1 6.8 35.5 12.7 3.6 9.8 7.6 2.5 1.9 2.3 8.1

Economy class (n=3,529) 36.4 29.9 22.6 15.0 14.0 12.5 11.3 9.7 10.5 8.9 6.9 6.1 5.4 4.9 4.9 4.1 5.3 4.4 3.4 4.6 4.6 0.3 2.7 3.6 1.8 1.7 2.0 2.0 3.5 17.2

Area of

residence

Travel class

Travel

type

Accompanying

traveler

0

10

20

30

40

Total

（％）

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



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Total (n=4,000) 36.2 29.6 24.6 15.6 15.0 12.1 11.1 10.0 9.5 9.2 7.3 6.7 6.5 6.1 6.1 5.3 5.3 5.2 5.1 5.0 4.9 4.5 3.9 3.6 2.8 2.4 2.1 2.0 3.4 16.1

ANA [Japanese] (n=100) 33.0 28.0 73.0 3.0 35.0 3.0 12.0 5.0 1.0 5.0 18.0 21.0 6.0 15.0 18.0 10.0 ― 17.0 11.0 48.0 7.0 6.0 18.0 2.0 7.0 6.0 ― ― 3.0 7.0

JAL [Japanese] (n=100) 36.0 27.0 70.0 ― 27.0 2.0 7.0 4.0 3.0 4.0 14.0 17.0 3.0 11.0 20.0 11.0 1.0 23.0 16.0 40.0 12.0 4.0 19.0 ― 9.0 9.0 1.0 1.0 1.0 11.0

● Vanilla Air [Japanese] (n=100) 44.0 25.0 16.0 4.0 12.0 21.0 9.0 2.0 57.0 3.0 18.0 ― 2.0 ― 6.0 2.0 6.0 ― 2.0 31.0 5.0 ― 3.0 ― 1.0 3.0 ― ― 5.0 9.0

● Peach Aviation [Japanese] (n=100) 40.0 29.0 20.0 1.0 8.0 34.0 15.0 ― 61.0 2.0 11.0 1.0 1.0 1.0 1.0 3.0 6.0 1.0 1.0 20.0 6.0 1.0 1.0 ― ― ― ― 6.0 3.0 2.0

American Airlines [South / North American] (n=100) 32.0 36.0 19.0 21.0 18.0 12.0 6.0 26.0 1.0 9.0 2.0 6.0 16.0 3.0 1.0 4.0 4.0 6.0 6.0 4.0 4.0 4.0 4.0 4.0 1.0 3.0 4.0 ― 6.0 12.0

Air Canada [South / North American] (n=100) 32.0 21.0 20.0 17.0 11.0 10.0 5.0 13.0 ― 12.0 3.0 3.0 9.0 2.0 1.0 3.0 5.0 8.0 4.0 2.0 2.0 1.0 2.0 3.0 1.0 ― 2.0 2.0 4.0 23.0

Delta Air Lines [South / North American] (n=100) 44.0 26.0 15.0 17.0 16.0 8.0 13.0 3.0 ― 12.0 8.0 8.0 ― 2.0 3.0 3.0 2.0 8.0 3.0 1.0 4.0 5.0 12.0 5.0 3.0 ― ― 2.0 1.0 19.0

United Airlines [South / North American] (n=100) 35.0 32.0 15.0 17.0 15.0 8.0 11.0 5.0 ― 17.0 9.0 5.0 12.0 2.0 3.0 ― 5.0 10.0 3.0 1.0 3.0 5.0 7.0 5.0 2.0 1.0 2.0 3.0 6.0 11.0

Qantas [Pacific / Oceania] (n=100) 40.0 30.0 43.0 26.0 27.0 5.0 10.0 11.0 1.0 4.0 8.0 8.0 5.0 9.0 7.0 4.0 5.0 5.0 4.0 ― 7.0 3.0 5.0 3.0 3.0 3.0 2.0 2.0 2.0 16.0

● Jetstar [Pacific / Oceania] (n=100) 56.0 30.0 24.0 13.0 18.0 14.0 8.0 3.0 33.0 9.0 5.0 4.0 2.0 ― 1.0 4.0 14.0 3.0 1.0 6.0 8.0 2.0 ― 5.0 3.0 2.0 1.0 1.0 5.0 10.0

Air New Zealand [Pacific / Oceania] (n=100) 50.0 25.0 44.0 29.0 10.0 1.0 11.0 9.0 ― 13.0 6.0 10.0 13.0 6.0 6.0 8.0 1.0 7.0 5.0 3.0 3.0 8.0 5.0 5.0 4.0 2.0 2.0 1.0 2.0 21.0

Hawaiian Airlines [Pacific / Oceania] (n=100) 47.0 32.0 15.0 20.0 14.0 11.0 20.0 7.0 1.0 8.0 6.0 5.0 1.0 6.0 3.0 ― 1.0 2.0 2.0 1.0 2.0 4.0 ― 5.0 ― ― ― 2.0 5.0 17.0

Asiana Airlines [Asian] (n=100) 29.0 33.0 21.0 16.0 10.0 12.0 12.0 1.0 1.0 5.0 8.0 6.0 4.0 6.0 6.0 4.0 3.0 4.0 5.0 1.0 4.0 2.0 3.0 3.0 2.0 3.0 ― 3.0 8.0 15.0

● AirAsia X [Asian] (n=100) 38.0 34.0 7.0 10.0 16.0 27.0 11.0 11.0 50.0 6.0 6.0 1.0 1.0 4.0 1.0 3.0 13.0 5.0 1.0 2.0 14.0 2.0 ― 3.0 1.0 ― 1.0 1.0 5.0 9.0

Eva Air [Asian] (n=100) 44.0 34.0 29.0 21.0 6.0 9.0 16.0 2.0 2.0 12.0 7.0 2.0 5.0 2.0 5.0 4.0 4.0 5.0 3.0 ― 2.0 4.0 1.0 3.0 2.0 1.0 4.0 3.0 5.0 20.0

Garuda Indonesia [Asian] (n=100) 58.0 30.0 15.0 24.0 12.0 9.0 9.0 10.0 2.0 6.0 9.0 3.0 2.0 6.0 7.0 1.0 1.0 3.0 5.0 1.0 4.0 10.0 1.0 2.0 1.0 ― 3.0 ― 3.0 10.0

Cathay Pacific Airways [Asian] (n=100) 27.0 30.0 36.0 13.0 20.0 8.0 15.0 12.0 5.0 14.0 4.0 7.0 5.0 5.0 7.0 7.0 3.0 7.0 6.0 2.0 5.0 6.0 ― 7.0 2.0 3.0 4.0 1.0 2.0 23.0

● Jetstar Asia Airways [Asian] (n=100) 50.0 38.0 13.0 4.0 7.0 24.0 17.0 3.0 45.0 5.0 6.0 5.0 2.0 ― 6.0 4.0 18.0 2.0 2.0 4.0 14.0 ― 3.0 2.0 3.0 3.0 1.0 ― 3.0 6.0

Singapore Airlines [Asian] (n=100) 32.0 25.0 49.0 22.0 30.0 2.0 10.0 9.0 1.0 9.0 9.0 13.0 4.0 17.0 24.0 13.0 ― 5.0 8.0 4.0 1.0 4.0 2.0 3.0 7.0 4.0 8.0 1.0 3.0 10.0

● Tigerair Taiwan [Asian] (n=100) 64.0 46.0 3.0 9.0 2.0 21.0 27.0 2.0 51.0 3.0 4.0 3.0 1.0 1.0 1.0 2.0 14.0 1.0 1.0 1.0 6.0 1.0 1.0 4.0 1.0 1.0 1.0 1.0 3.0 6.0

Korean Air [Asian] (n=100) 43.0 36.0 20.0 20.0 18.0 12.0 13.0 6.0 2.0 14.0 13.0 9.0 3.0 6.0 9.0 3.0 3.0 3.0 1.0 1.0 ― ― 1.0 3.0 2.0 ― ― 2.0 2.0 17.0

Thai Airways [Asian] (n=100) 38.0 34.0 33.0 27.0 11.0 12.0 16.0 16.0 1.0 5.0 8.0 6.0 18.0 3.0 5.0 6.0 3.0 2.0 4.0 1.0 5.0 3.0 8.0 5.0 1.0 1.0 2.0 ― 8.0 9.0

● Jeju Air [Asian] (n=100) 42.0 35.0 9.0 13.0 6.0 19.0 16.0 ― 42.0 5.0 5.0 2.0 1.0 ― ― 1.0 16.0 2.0 ― ― 9.0 ― 2.0 1.0 ― ― ― 5.0 4.0 13.0

China Airlines [Asian] (n=100) 37.0 29.0 13.0 15.0 8.0 16.0 12.0 3.0 6.0 6.0 14.0 4.0 5.0 9.0 4.0 4.0 6.0 ― 3.0 ― ― 2.0 ― 1.0 2.0 2.0 3.0 2.0 5.0 23.0

Air China [Asian] (n=100) 34.0 31.0 7.0 15.0 9.0 19.0 12.0 5.0 ― 7.0 4.0 ― 7.0 2.0 ― 4.0 11.0 8.0 3.0 ― 4.0 1.0 2.0 3.0 ― ― 3.0 1.0 2.0 16.0

China Eastern Airlines [Asian] (n=100) 25.0 24.0 7.0 10.0 3.0 11.0 14.0 1.0 3.0 12.0 2.0 2.0 3.0 ― ― ― 6.0 5.0 ― ― 5.0 ― 3.0 1.0 ― ― ― 3.0 7.0 24.0

Philippines Airlines [Asian] (n=100) 55.0 36.0 10.0 26.0 9.0 9.0 10.0 8.0 ― 3.0 7.0 1.0 6.0 4.0 4.0 1.0 3.0 7.0 ― 2.0 8.0 1.0 1.0 4.0 1.0 1.0 5.0 1.0 6.0 15.0

Vietnam Airlines [Asian] (n=100) 41.0 21.0 14.0 21.0 7.0 11.0 7.0 7.0 ― 13.0 7.0 5.0 ― 5.0 3.0 3.0 ― 1.0 2.0 2.0 1.0 4.0 1.0 4.0 ― 1.0 1.0 2.0 2.0 20.0

Aeroflot [European] (n=100) 14.0 26.0 11.0 7.0 8.0 25.0 8.0 22.0 3.0 5.0 3.0 4.0 12.0 1.0 2.0 6.0 13.0 5.0 7.0 3.0 6.0 7.0 3.0 5.0 2.0 3.0 3.0 3.0 2.0 27.0

Alitalia [European] (n=100) 44.0 25.0 11.0 22.0 15.0 10.0 2.0 7.0 ― 10.0 5.0 2.0 4.0 9.0 4.0 2.0 ― 5.0 3.0 ― 4.0 6.0 2.0 3.0 ― ― 4.0 2.0 2.0 28.0

Air France [European] (n=100) 36.0 34.0 42.0 27.0 31.0 7.0 11.0 12.0 ― 10.0 8.0 12.0 4.0 15.0 10.0 5.0 ― 6.0 7.0 1.0 1.0 9.0 4.0 5.0 3.0 5.0 4.0 3.0 4.0 13.0

LOT Polish Airlines [European] (n=100) 51.0 27.0 24.0 22.0 15.0 13.0 12.0 15.0 5.0 15.0 11.0 15.0 13.0 11.0 11.0 16.0 8.0 9.0 14.0 7.0 8.0 8.0 14.0 8.0 8.0 11.0 3.0 2.0 3.0 11.0

KLM Royal Dutch Airlines [European] (n=100) 20.0 40.0 30.0 9.0 20.0 7.0 11.0 28.0 ― 6.0 8.0 11.0 8.0 12.0 8.0 7.0 5.0 3.0 8.0 2.0 5.0 7.0 5.0 9.0 5.0 2.0 5.0 3.0 3.0 13.0

Scandinavian Airlines [European] (n=100) 30.0 29.0 27.0 23.0 22.0 15.0 8.0 24.0 ― 11.0 7.0 7.0 15.0 14.0 14.0 12.0 9.0 8.0 13.0 1.0 7.0 12.0 8.0 4.0 9.0 10.0 1.0 2.0 ― 23.0

Finnair [European] (n=100) 25.0 23.0 25.0 16.0 10.0 5.0 5.0 25.0 ― 16.0 4.0 3.0 13.0 5.0 6.0 3.0 2.0 2.0 4.0 2.0 2.0 11.0 4.0 6.0 3.0 4.0 3.0 7.0 2.0 20.0

British Airways [European] (n=100) 40.0 23.0 26.0 23.0 22.0 8.0 10.0 13.0 1.0 9.0 6.0 5.0 11.0 1.0 2.0 7.0 2.0 3.0 5.0 2.0 5.0 5.0 1.0 2.0 2.0 2.0 1.0 3.0 3.0 21.0

Lufthansa [European] (n=100) 18.0 18.0 39.0 25.0 25.0 6.0 7.0 15.0 ― 18.0 8.0 6.0 13.0 8.0 9.0 14.0 2.0 6.0 11.0 1.0 2.0 9.0 2.0 2.0 8.0 4.0 ― 3.0 2.0 28.0

Emirates [Middle East / Africa] (n=100) 12.0 25.0 45.0 10.0 26.0 8.0 7.0 16.0 ― 13.0 2.0 24.0 3.0 13.0 14.0 14.0 4.0 2.0 14.0 ― ― 6.0 1.0 4.0 8.0 3.0 3.0 2.0 1.0 16.0

Qatar Airways [Middle East / Africa] (n=100) 4.0 23.0 24.0 3.0 9.0 13.0 8.0 17.0 1.0 15.0 4.0 12.0 11.0 13.0 9.0 11.0 10.0 5.0 12.0 3.0 6.0 9.0 6.0 3.0 3.0 1.0 2.0 1.0 1.0 28.0

Turkish Airlines [Middle East / Africa] (n=100) 6.0 33.0 20.0 3.0 10.0 16.0 9.0 23.0 1.0 18.0 3.0 9.0 14.0 15.0 3.0 1.0 3.0 4.0 4.0 ― 4.0 6.0 2.0 6.0 1.0 3.0 4.0 4.0 1.0 23.0

By

airline

0

10

20

30

40

Total

（％）

12

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




Sample

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gage

for

check-

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Adv

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eat

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In-fli

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In-fli

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free

Total (n=4,000) 11.1 10.5 7.3 5.3 4.5 3.2 3.2 3.0 2.4 1.9 1.9 1.2 0.1 76.8

ANA [Japanese] (n=100) 11.0 9.0 8.0 6.0 2.0 4.0 5.0 6.0 4.0 1.0 5.0 3.0 ― 74.0

JAL [Japanese] (n=100) 5.0 6.0 5.0 3.0 2.0 3.0 1.0 3.0 5.0 1.0 1.0 ― ― 83.0

● Vanilla Air [Japanese] (n=100) 25.0 29.0 15.0 10.0 8.0 2.0 3.0 2.0 4.0 3.0 ― ― ― 45.0

● Peach Aviation [Japanese] (n=100) 25.0 35.0 3.0 6.0 11.0 6.0 ― 2.0 3.0 2.0 ― ― ― 43.0

American Airlines [South / North American] (n=100) 10.0 17.0 5.0 6.0 3.0 4.0 6.0 5.0 3.0 4.0 4.0 4.0 1.0 72.0

Air Canada [South / North American] (n=100) 9.0 10.0 4.0 4.0 2.0 2.0 5.0 4.0 1.0 ― ― 1.0 ― 83.0

Delta Air Lines [South / North American] (n=100) 13.0 5.0 8.0 6.0 4.0 4.0 3.0 4.0 ― 1.0 2.0 2.0 ― 79.0

United Airlines [South / North American] (n=100) 9.0 5.0 6.0 4.0 3.0 3.0 2.0 2.0 2.0 3.0 ― ― ― 85.0

Qantas [Pacific / Oceania] (n=100) 11.0 11.0 6.0 5.0 3.0 5.0 4.0 3.0 3.0 1.0 2.0 1.0 ― 80.0

● Jetstar [Pacific / Oceania] (n=100) 33.0 26.0 25.0 15.0 17.0 5.0 14.0 11.0 3.0 6.0 5.0 4.0 ― 43.0

Air New Zealand [Pacific / Oceania] (n=100) 6.0 9.0 4.0 2.0 6.0 5.0 4.0 2.0 1.0 1.0 1.0 1.0 ― 81.0

Hawaiian Airlines [Pacific / Oceania] (n=100) 7.0 5.0 2.0 1.0 1.0 6.0 1.0 1.0 3.0 ― ― ― 1.0 79.0

Asiana Airlines [Asian] (n=100) 11.0 2.0 6.0 1.0 5.0 2.0 1.0 1.0 1.0 ― 1.0 1.0 ― 81.0

● AirAsia X [Asian] (n=100) 31.0 21.0 34.0 19.0 17.0 4.0 3.0 ― ― ― 2.0 ― ― 36.0

Eva Air [Asian] (n=100) 5.0 5.0 7.0 5.0 1.0 2.0 2.0 3.0 2.0 ― 1.0 1.0 ― 87.0

Garuda Indonesia [Asian] (n=100) 3.0 5.0 2.0 1.0 3.0 4.0 1.0 1.0 1.0 ― 2.0 1.0 ― 89.0

Cathay Pacific Airways [Asian] (n=100) 4.0 5.0 1.0 ― 3.0 1.0 ― ― 1.0 ― 2.0 ― ― 89.0

● Jetstar Asia Airways [Asian] (n=100) 26.0 36.0 17.0 13.0 17.0 5.0 5.0 5.0 6.0 7.0 2.0 1.0 ― 45.0

Singapore Airlines [Asian] (n=100) 9.0 11.0 8.0 6.0 1.0 2.0 8.0 6.0 2.0 ― 4.0 2.0 ― 81.0

● Tigerair Taiwan [Asian] (n=100) 22.0 23.0 20.0 10.0 10.0 2.0 3.0 2.0 1.0 1.0 1.0 1.0 ― 57.0

Korean Air [Asian] (n=100) 8.0 4.0 2.0 3.0 1.0 ― 1.0 1.0 ― 2.0 ― 1.0 ― 90.0

Thai Airways [Asian] (n=100) 5.0 6.0 5.0 3.0 1.0 ― 2.0 1.0 1.0 ― 1.0 1.0 ― 89.0

● Jeju Air [Asian] (n=100) 13.0 8.0 4.0 5.0 5.0 2.0 ― 1.0 2.0 ― ― ― ― 72.0

China Airlines [Asian] (n=100) 9.0 5.0 7.0 7.0 ― ― 3.0 5.0 1.0 2.0 ― 2.0 ― 86.0

Air China [Asian] (n=100) 5.0 3.0 2.0 3.0 ― ― 1.0 ― ― ― 1.0 1.0 1.0 91.0

China Eastern Airlines [Asian] (n=100) 8.0 7.0 5.0 3.0 4.0 ― 3.0 3.0 1.0 ― 1.0 ― ― 85.0

Philippines Airlines [Asian] (n=100) 8.0 4.0 5.0 3.0 4.0 6.0 3.0 1.0 2.0 ― ― ― ― 83.0

Vietnam Airlines [Asian] (n=100) 6.0 4.0 5.0 4.0 ― ― 1.0 ― ― ― 2.0 ― ― 89.0

Aeroflot [European] (n=100) 8.0 5.0 3.0 2.0 5.0 ― 2.0 2.0 1.0 1.0 1.0 1.0 ― 88.0

Alitalia [European] (n=100) 2.0 4.0 1.0 1.0 2.0 1.0 ― ― 2.0 ― 1.0 ― ― 93.0

Air France [European] (n=100) 4.0 12.0 11.0 7.0 4.0 4.0 4.0 2.0 5.0 3.0 3.0 1.0 ― 73.0

LOT Polish Airlines [European] (n=100) 24.0 20.0 21.0 14.0 14.0 16.0 15.0 14.0 13.0 14.0 15.0 12.0 ― 62.0

KLM Royal Dutch Airlines [European] (n=100) 14.0 20.0 8.0 6.0 6.0 5.0 5.0 6.0 4.0 8.0 3.0 2.0 ― 67.0

Scandinavian Airlines [European] (n=100) 14.0 17.0 7.0 7.0 7.0 4.0 4.0 6.0 5.0 7.0 5.0 3.0 ― 71.0

Finnair [European] (n=100) 3.0 2.0 ― 1.0 1.0 7.0 1.0 1.0 3.0 ― 1.0 ― ― 89.0

British Airways [European] (n=100) 6.0 6.0 1.0 1.0 1.0 3.0 1.0 ― 6.0 ― 1.0 ― ― 81.0

Lufthansa [European] (n=100) 7.0 6.0 6.0 5.0 ― 4.0 3.0 5.0 1.0 2.0 1.0 ― ― 89.0

Emirates [Middle East / Africa] (n=100) 12.0 5.0 3.0 5.0 1.0 1.0 4.0 3.0 2.0 2.0 1.0 ― 1.0 81.0

Qatar Airways [Middle East / Africa] (n=100) 5.0 5.0 6.0 6.0 2.0 3.0 3.0 2.0 1.0 2.0 3.0 1.0 ― 88.0

Turkish Airlines [Middle East / Africa] (n=100) 8.0 3.0 3.0 3.0 3.0 ― 2.0 3.0 ― ― ― ― ― 91.0

By

airline

0

20

40

60

80

100

Total

（％）

13

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


14

Part 2: Airline Evaluations



●The overall satisfaction score total average was 3.67 points.

●The Japan Airlines score was 4.16 points, moving it from 4th place last year to the top

position. In 2nd place was ANA (4.15 points), which was followed by Air New Zealand (4.12

points).

●Finnair (3.93 points) saw its ranking increase from 14th place last year to 7th place, while

Lufthansa (3.90 points) made a significant climb from 21st place last year to 8th place.

●Singapore Airlines (4.05 points) dropped from 1st place last year (4.32 points) to 4th 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) 3.67 3.69

By

airline1 （4） ↑ JAL [Japanese] (n=100) 4.16 4.03

2 （2） - ANA [Japanese] (n=100) 4.15 4.14

3 （4） ↑ Air New Zealand [Pacific / Oceania] (n=100) 4.12 4.03

4 （1） ↓ Singapore Airlines [Asian] (n=100) 4.05 4.32

5 （10） ↑ Qatar Airways [Middle East / Africa] (n=100) 3.97 3.87

6 （4） ↓ Emirates [Middle East / Africa] (n=100) 3.94 4.03

7 （14） ↑ Finnair [European] (n=100) 3.93 3.83

8 （7） ↓ Air France [European] (n=100) 3.90 3.92

8 （21） ↑ Lufthansa [European] (n=100) 3.90 3.72

10 （7） ↓ Thai Airways [Asian] (n=100) 3.86 3.92

11 （13） ↑ Cathay Pacific Airways [Asian] (n=100) 3.83 3.84

12 （3） ↓ KLM Royal Dutch Airlines [European] (n=100) 3.80 4.04

12 （18） ↑ Turkish Airlines [Middle East / Africa] (n=100) 3.80 3.73

14 （17） ↑ Qantas [Pacific / Oceania] (n=100) 3.79 3.76

14 * * LOT Polish Airlines [European] (n=100) 3.79 *

16 （15） ↓ Asiana Airlines [Asian] (n=100) 3.76 3.77

16 （12） ↓ Eva Air [Asian] (n=100) 3.76 3.85

16 （23） ↑ Korean Air [Asian] (n=100) 3.76 3.71

19 * * ● Tigerair Taiwan [Asian] (n=100) 3.75 *

20 （18） ↓ China Airlines [Asian] (n=100) 3.74 3.73

20 * * Scandinavian Airlines [European] (n=100) 3.74 *

20 （26） ↑ Delta Air Lines [South / North American] (n=100) 3.74 3.60

Satisfaction

points

last yearOrder

last year

Order

this year

Changes

in order

Satisfaction

points

14.1％

33.0

26.0

32.0

30.0

20.0

24.0

18.0

19.0

20.0

17.0

10.0

13.0

18.0

20.0

24.0

11.0

17.0

12.0

16.0

9.0

19.0

11.0

50.6

50.0

63.0

50.0

50.0

59.0

54.0

63.0

61.0

54.0

59.0

66.0

63.0

56.0

47.0

40.0

58.0

50.0

58.0

53.0

61.0

48.0

59.0

25.8

17.0

11.0

16.0

16.0

19.0

16.0

14.0

15.0

22.0

19.0

21.0

17.0

14.0

27.0

30.0

27.0

26.0

25.0

23.0

27.0

23.0

23.0

7.0

―

―

2.0

3.0

2.0

4.0

4.0

1.0

4.0

3.0

3.0

5.0

12.0

4.0

3.0

4.0

6.0

4.0

6.0

1.0

8.0

7.0

2.6

―

―

―

1.0

―

2.0

1.0

4.0

―

2.0

―

2.0

―

2.0

3.0

―

1.0

1.0

2.0

2.0

2.0

―

† 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 3.52 points.

●The Air New Zealand score was 4.10 points, which led to an increase in ranking from 4th

place last year to the top spot. This was followed by Japan Airlines (4.00 points) and

Emirates (3.94 points).

●Qatar Airways (3.89 points) went from 11th place last year to 4th place, while Lufthansa

(3.71 points) saw a huge increase in ranking from 26th place to 12th place.

●Among reasons for satisfaction and reasons for dissatisfaction, "The aircraft and

new/nice" and "Seat width/comfort" 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) 3.52 3.55

By

airline1 （4） ↑ Air New Zealand [Pacific / Oceania] (n=100) 4.10 3.89

2 （6） ↑ JAL [Japanese] (n=100) 4.00 3.78

3 （3） - Emirates [Middle East / Africa] (n=100) 3.94 3.98


5 （2） ↓ ANA [Japanese] (n=100) 3.86 3.99



8 （13） ↑ Air France [European] (n=100) 3.80 3.72






14 （19） ↑ Garuda Indonesia [Asian] (n=100) 3.70 3.64


15 （9） ↓ Qantas [Pacific / Oceania] (n=100) 3.68 3.75


18 （15） ↓ Eva Air [Asian] (n=100) 3.64 3.71

18 （17） ↓ Cathay Pacific Airways [Asian] (n=100) 3.64 3.68


Satisfaction

points

last yearOrder

last year

Order

this year

Changes

in order

Satisfaction

points

12.0％

30.0

26.0

25.0

18.0

17.0

23.0

15.0

17.0

28.0

12.0

16.0

12.0

15.0

17.0

9.0

16.0

13.0

17.0

8.0

11.0

41.7

51.0

50.0

50.0

54.0

55.0

47.0

56.0

54.0

37.0

59.0

48.0

55.0

46.0

43.0

53.0

43.0

47.0

38.0

57.0

44.0

35.0

18.0

22.0

21.0

27.0

25.0

24.0

25.0

24.0

24.0

24.0

29.0

25.0

34.0

34.0

35.0

34.0

35.0

39.0

27.0

39.0

8.8

1.0

2.0

2.0

1.0

3.0

4.0

3.0

2.0

8.0

3.0

6.0

8.0

5.0

5.0

3.0

7.0

4.0

4.0

7.0

5.0

2.6

―

―

2.0

―

―

2.0

1.0

3.0

3.0

2.0

1.0

―

―

1.0

―

―

1.0

2.0

1.0

1.0

（％）

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 2,148 37.8 35.2 27.5 6.8 19.1 12.5 1.7 22.4

Reasons for dissatisfaction 1,852 15.2 30.8 7.9 6.5 12.2 9.5 2.7 43.3




■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 3.60 points.

●The Japan Airlines score was 4.16 points, which moved it from 3rd place last year to the

top spot. This was followed by Air New Zealand (4.02 points) and ANA (4.00 points), which

means that two of the three top carriers were Japanese.

●Qatar Airways (3.84 points) went from 18th place last year to 6th place, while Hawaiian

Airlines (3.71 points) saw a spike, going from 29th place last year to 15th place this year.

●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)

Am satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfied

Legend

Total (n=4,000) 3.60 3.62

By



3 （1） ↓ ANA [Japanese] (n=100) 4.00 4.19


5 （5） - Emirates [Middle East / Africa] (n=100) 3.88 3.87


7 （6） ↓ Finnair [European] (n=100) 3.83 3.85








15 （29） ↑ Hawaiian Airlines [Pacific / Oceania] (n=100) 3.71 3.49


17 （8） ↓ Eva Air [Asian] (n=100) 3.69 3.83

17 （12） ↓ Cathay Pacific Airways [Asian] (n=100) 3.69 3.76

19 （19） - Turkish Airlines [Middle East / Africa] (n=100) 3.68 3.70


Satisfaction

points

last yearOrder

last year

Order

this year

Changes

in order

Satisfaction

points

12.5％

34.0

27.0

23.0

25.0

21.0

14.0

15.0

13.0

20.0

19.0

13.0

10.0

12.0

22.0

12.0

14.0

10.0

11.0

13.0

16.0

45.1

48.0

48.0

55.0

52.0

51.0

60.0

57.0

62.0

45.0

42.0

57.0

58.0

55.0

40.0

53.0

52.0

54.0

52.0

50.0

44.0

34.2

18.0

25.0

21.0

17.0

24.0

23.0

24.0

19.0

31.0

36.0

24.0

30.0

27.0

29.0

29.0

27.0

31.0

32.0

30.0

30.0

6.7

―

―

1.0

4.0

3.0

2.0

4.0

5.0

3.0

3.0

6.0

2.0

6.0

7.0

6.0

4.0

5.0

5.0

6.0

10.0

1.6

―

―

―

2.0

1.0

1.0

―

1.0

1.0

―

―

―

―

2.0

―

3.0

―

―

1.0

―

（％）

Sample

Speed of

response

Courtesy of

response

Accuracy of

response

Announcements

at time of

takeoff, landing,

etc.

OtherNothing in

particular

Reasons for satisfaction 2,301 22.0 55.3 25.3 17.7 1.0 21.4

Reasons for dissatisfaction 1,699 7.6 25.8 8.1 4.7 4.6 58.7




■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 3.60 points.

●The Japan Airlines score was 4.15 points, which moved it from 4th place last year to the

top spot. This was followed by ANA (3.96 points) and Singapore Airlines (3.95 points),

which means that two of the top three carriers were Japanese.

●The Lufthansa score was 3.83 points, which moved it from 18th place last year to 6th

place, while Delta Air Line’s score of 3.71 points led to an increase ranking from 27th

place last year to 14th place.

●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)

Am satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfied

Legend

Total (n=4,000) 3.60 3.61

By


2 （1） ↓ ANA [Japanese] (n=100) 3.96 4.12


4 （3） ↓ Air New Zealand [Pacific / Oceania] (n=100) 3.94 3.91





8 （8） - KLM Royal Dutch Airlines [European] (n=100) 3.77 3.79


11 （14） ↑ Qantas [Pacific / Oceania] (n=100) 3.74 3.70



14 （6） ↓ Eva Air [Asian] (n=100) 3.71 3.84







Satisfaction

points

last yearOrder

last year

Order

this year

Changes

in order

Satisfaction

points

12.0％

36.0

15.0

25.0

23.0

17.0

16.0

24.0

10.0

12.0

10.0

15.0

17.0

11.0

14.0

13.0

11.0

16.0

15.0

10.0

15.0

45.8

43.0

67.0

51.0

49.0

54.0

55.0

41.0

59.0

61.0

60.0

48.0

49.0

55.0

50.0

51.0

51.0

42.0

49.0

53.0

49.0

34.0

21.0

17.0

20.0

27.0

28.0

25.0

27.0

29.0

21.0

27.0

33.0

27.0

30.0

30.0

31.0

34.0

36.0

27.0

30.0

25.0

6.1

―

1.0

2.0

1.0

1.0

4.0

7.0

2.0

4.0

2.0

4.0

3.0

3.0

5.0

4.0

4.0

5.0

6.0

6.0

8.0

2.1

―

―

2.0

―

―

―

1.0

―

2.0

1.0

―

4.0

1.0

1.0

1.0

―

1.0

3.0

1.0

3.0

（％）

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 2,312 64.5 28.9 15.6 5.7 0.9 24.3

Reasons for dissatisfaction 1,688 22.0 11.8 6.6 3.7 3.2 62.3




■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" the satisfaction total average was 3.57 points.

●The Emirates score was 3.98 points, which moved it from 2nd place year to the top spot.

This was followed by Air New Zealand (3.97 points) and Singapore Airlines (3.92 points).

●Among both the reasons for satisfaction and reasons for dissatisfaction, "The taste of the

food" was given most.

Am satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfied

Legend

Total (n=3,300) 3.57 3.61

By

airline1 （2） ↑ Emirates [Middle East / Africa] (n=100) 3.98 4.03



4 （13） ↑ JAL [Japanese] (n=100) 3.90 3.74


6 （6） - ANA [Japanese] (n=100) 3.83 3.91

7 （4） ↓ Turkish Airlines [Middle East / Africa] (n=100) 3.81 3.93








15 （15） - Qantas [Pacific / Oceania] (n=100) 3.61 3.70




18 （17） ↓ Korean Air [Asian] (n=100) 3.54 3.66

20 （19） ↓ Eva Air [Asian] (n=100) 3.52 3.64


Order

this year

Changes

in order

Satisfaction

points

Satisfaction

points

last yearOrder

last year

13.2％

24.0

26.0

24.0

27.0

16.0

12.0

17.0

17.0

17.0

14.0

18.0

24.0

20.0

15.0

16.0

11.0

18.0

6.0

11.0

11.0

10.0

44.9

57.0

51.0

50.0

41.0

60.0

61.0

55.0

57.0

54.0

54.0

46.0

37.0

47.0

50.0

40.0

53.0

36.0

57.0

48.0

42.0

45.0

29.7

15.0

18.0

21.0

28.0

21.0

25.0

21.0

18.0

22.0

26.0

30.0

31.0

20.0

25.0

35.0

21.0

36.0

24.0

29.0

38.0

35.0

9.6

1.0

4.0

4.0

3.0

3.0

2.0

6.0

4.0

4.0

6.0

6.0

5.0

11.0

9.0

7.0

14.0

7.0

11.0

8.0

6.0

7.0

2.5

3.0

1.0

1.0

1.0

―

―

1.0

4.0

3.0

―

―

3.0

2.0

1.0

2.0

1.0

3.0

2.0

4.0

3.0

3.0

（％）

Sample

Taste of mealsAmount of

meals

Refreshments,

snacks,

desserts

Soft drinksAlcoholic

beverages

Extent of

meals and

drinks provided

for free

OtherNothing in

particular

Reasons for satisfaction 1,918 64.4 42.7 28.2 33.2 31.3 35.5 0.5 5.5

Reasons for dissatisfaction 1,382 53.1 12.4 9.0 4.8 7.7 12.5 2.3 27.2

■Satisfaction with in-flight Food and Drink Service

(in-flight food and drink service users / Single Answer)




† Tabulation excludes airlines with less than 80s: AirAsia X, Jetstar Asia Airways, Tiger Air Taiwan, Cheju Airlines, Jetstar Airlines,

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" the satisfaction total average was 3.35 points, which was

the lowest score among all give categories.

●With a score of 3.95 points, Emirates maintained its place at the top for the second

consecutive year. This was followed by Air New Zealand (3.94 points) and Japan Airlines

(3.88 points).

●As both reasons for satisfaction and reasons for dissatisfaction, "Movie/program

content" and "Number of movies/TV channels" 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=3,548) 3.35 3.46

By

airline1 （1） - Emirates [Middle East / Africa] (n=100) 3.95 4.03


3 （5） ↑ JAL [Japanese] (n=100) 3.88 3.84

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

5 （7） ↑ Air France [European] (n=100) 3.80 3.75





10 （10） - Cathay Pacific Airways [Asian] (n=100) 3.60 3.62


12 （13） ↑ Thai Airways [Asian] (n=100) 3.52 3.53



15 （23） ↑ Eva Air [Asian] (n=100) 3.50 3.43




19 （16） ↓ Garuda Indonesia [Asian] (n=100) 3.45 3.50

19 （17） ↓ Finnair [European] (n=100) 3.45 3.49

Order

this year

Changes

in order

Satisfaction

points

Satisfaction

points

last yearOrder

last year

11.6％

27.0

29.0

25.0

20.0

23.0

22.0

17.0

13.0

10.0

9.0

16.0

10.0

15.0

10.0

16.0

13.0

22.0

8.0

12.0

7.0

35.4

45.0

42.0

42.0

49.0

41.0

42.0

47.0

47.0

56.0

53.0

40.0

45.0

37.0

40.0

31.0

35.0

28.0

44.0

38.0

48.0

35.1

25.0

23.0

30.0

26.0

32.0

29.0

30.0

31.0

24.0

28.0

31.0

32.0

35.0

42.0

42.0

41.0

30.0

37.0

35.0

30.0

13.3

2.0

6.0

2.0

5.0

1.0

6.0

6.0

9.0

6.0

9.0

13.0

13.0

11.0

7.0

9.0

8.0

15.0

8.0

13.0

13.0

4.7

1.0

―

1.0

―

3.0

1.0

―

―

4.0

1.0

―

―

2.0

1.0

2.0

3.0

5.0

3.0

2.0

2.0

（％）

Sample

Number of TV

channels and

movies

Movies/TV

programs

available

Number of

music

channels

Music program

content

Game

types/content

In-flight

magazine

Magazines,

newspapers

On-demand

broadcastsSeatback TV

Extent of the

free

entertainment

that is

available

Prices,

selection, etc.

of in-flight

sales

OtherNothing in

particular

Reasons for satisfaction 1,667 45.2 52.1 13.4 13.2 8.7 8.9 6.5 3.7 4.9 10.6 3.1 0.3 17.4

Reasons for dissatisfaction 1,881 22.4 35.9 7.2 8.4 4.6 5.4 3.9 1.2 2.7 7.1 2.3 3.7 42.2

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




† Tabulation excludes airlines with less than 80s: Tiger Air Taiwan, Cheju Airlines, 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 3.66 points.

●At the top of the ranking was the LCC Tigerair Taiwan (4.01 points). This was followed

by Turkish Airlines (3.93 points) and Qatar Airways (3.87 points).

●Among both the reasons for satisfaction and reasons for dissatisfaction, "Air ticket

prices" 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) 3.66 3.70

By

airline1 * * ● Tigerair Taiwan [Asian] (n=100) 4.01 *


3 （1） ↓ Qatar Airways [Middle East / Africa] (n=100) 3.87 3.98


5 （11） ↑ ● Vanilla Air [Japanese] (n=100) 3.85 3.81

6 （12） ↑ ● Peach Aviation [Japanese] (n=100) 3.84 3.80

7 （20） ↑ ● AirAsia X [Asian] (n=100) 3.83 3.73


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

10 * * Aeroflot [European] (n=100) 3.80 *




14 （15） ↑ Asiana Airlines [Asian] (n=100) 3.75 3.78






18 （26） ↑ JAL [Japanese] (n=100) 3.71 3.68

Satisfaction

points

last yearOrder

this year

Order

last year

Changes

in order

Satisfaction

points

14.5％

26.0

25.0

19.0

22.0

24.0

31.0

17.0

20.0

17.0

23.0

18.0

14.0

8.0

15.0

16.0

16.0

20.0

8.0

14.0

16.0

44.8

53.0

44.0

48.0

46.0

46.0

31.0

54.0

43.0

53.0

35.0

45.0

53.0

64.0

51.0

53.0

46.0

43.0

61.0

44.0

43.0

30.6

18.0

25.0

28.0

21.0

24.0

32.0

23.0

25.0

26.0

29.0

28.0

23.0

24.0

28.0

21.0

32.0

25.0

26.0

26.0

34.0

4.7

2.0

2.0

2.0

4.0

3.0

3.0

4.0

4.0

2.0

5.0

3.0

4.0

3.0

3.0

2.0

4.0

5.0

1.0

7.0

5.0

2.4

1.0

1.0

―

2.0

3.0

3.0

1.0

1.0

2.0

1.0

1.0

1.0

―

2.0

5.0

1.0

4.0

3.0

―

―

3.2

―

3.0

3.0

5.0

―

―

1.0

7.0

―

7.0

5.0

5.0

1.0

1.0

3.0

1.0

3.0

1.0

9.0

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

Reasons for satisfaction 2,370 65.2 41.4 34.3 21.8 22.4 21.5 27.8 2.0 3.6

Reasons for dissatisfaction 1,504 32.8 26.2 15.1 10.2 15.5 19.7 8.0 5.9 27.3

■Satisfaction with cost performance (Total / Single Answer)





■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 64％.

●By airline, at the top of the "Intention to use again - total" ranking was Japan Airlines

(89％). This was followed by ANA (88％) and Air France (82％).

●Among LCC, the Tigerair Taiwan "intention to use again – total" was 75％, which was 6th

place among the total.

4. Intention to Use Again

■Intention to Use Again (Total / Single Answer)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) 64.0

ANA (n=100) 88.0

JAL (n=100) 89.0

● Vanilla Air (n=100) 71.0

● Peach Aviation (n=100) 71.0

American Airlines (n=100) 41.0

Air Canada (n=100) 58.0

Delta Air Lines (n=100) 72.0

United Airlines (n=100) 44.0

Qantas (n=100) 67.0

● Jetstar (n=100) 60.0

Air New Zealand (n=100) 64.0

Hawaiian Airlines (n=100) 59.0

Asiana Airlines (n=100) 66.0

● AirAsia X (n=100) 65.0

Eva Air (n=100) 70.0

Garuda Indonesia (n=100) 64.0

Cathay Pacific Airways (n=100) 69.0

● Jetstar Asia Airways (n=100) 64.0

Singapore Airlines (n=100) 78.0

● Tigerair Taiwan (n=100) 75.0

Korean Air (n=100) 67.0

Thai Airways (n=100) 74.0

● Jeju Air (n=100) 61.0

China Airlines (n=100) 62.0

Air China (n=100) 30.0

China Eastern Airlines (n=100) 32.0

Philippines Airlines (n=100) 48.0

Vietnam Airlines (n=100) 55.0

Aeroflot (n=100) 57.0

Alitalia (n=100) 50.0

Air France (n=100) 82.0

LOT Polish Airlines (n=100) 62.0

KLM Royal Dutch Airlines (n=100) 74.0

Scandinavian Airlines (n=100) 67.0

Finnair (n=100) 69.0

British Airways (n=100) 51.0

Lufthansa (n=100) 73.0

Emirates (n=100) 77.0

Qatar Airways (n=100) 73.0

Turkish Airlines (n=100) 61.0

Pacific / Oceania

Intention

to Use

Again

Total

By

airline

Japanese

South /

North American

Asian

European

Middle East /

Africa

15.7％

28.0

35.0

17.0

23.0

4.0

7.0

10.0

7.0

22.0

14.0

28.0

14.0

21.0

15.0

15.0

15.0

11.0

16.0

32.0

17.0

13.0

14.0

16.0

9.0

9.0

4.0

11.0

6.0

12.0

6.0

21.0

21.0

15.0

23.0

16.0

9.0

17.0

24.0

16.0

16.0

48.3

60.0

54.0

54.0

48.0

37.0

51.0

62.0

37.0

45.0

46.0

36.0

45.0

45.0

50.0

55.0

49.0

58.0

48.0

46.0

58.0

54.0

60.0

45.0

53.0

21.0

28.0

37.0

49.0

45.0

44.0

61.0

41.0

59.0

44.0

53.0

42.0

56.0

53.0

57.0

45.0

26.3

12.0

11.0

23.0

18.0

41.0

35.0

24.0

27.0

26.0

27.0

31.0

30.0

28.0

23.0

23.0

30.0

26.0

26.0

18.0

19.0

27.0

22.0

24.0

34.0

47.0

41.0

33.0

35.0

27.0

27.0

12.0

27.0

19.0

28.0

29.0

34.0

24.0

16.0

25.0

23.0

6.6

―

―

4.0

8.0

14.0

5.0

4.0

20.0

5.0

11.0

4.0

6.0

6.0

9.0

3.0

3.0

4.0

9.0

2.0

4.0

4.0

4.0

9.0

2.0

18.0

19.0

14.0

7.0

9.0

12.0

2.0

7.0

5.0

1.0

1.0

10.0

1.0

3.0

2.0

14.0

3.1

―

―

2.0

3.0

4.0

2.0

―

9.0

2.0

2.0

1.0

5.0

―

3.0

4.0

3.0

1.0

1.0

2.0

2.0

2.0

―

6.0

2.0

5.0

8.0

5.0

3.0

7.0

11.0

4.0

4.0

2.0

4.0

1.0

5.0

2.0

4.0

―

2.0




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

percentage gave ANA (58%), which was the same result as last year. This was followed by

Japan Airlines (51%), 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 7%.

5. Airlines Desired for Future Use

(n=4,000) (％) Ranking (n=4,000)

1 ANA [Japanese] n=2,333 58.3 1 54.4 ↑

2 JAL [Japanese] n=2,037 50.9 2 45.8 ↑

3 Singapore Airlines [Asian] n=683 17.1 3 20.2 ↓

4 Emirates [Middle East / Africa] n=553 13.8 4 16.2 ↓

5 ● Peach Aviation [Japanese] n=297 7.4 6 6.7 ―

6 Lufthansa [European] n=263 6.6 5 7.3 ―

7 Air France [European] n=237 5.9 8 5.7 ―

8 ● Vanilla Air [Japanese] n=209 5.2 11 4.2 ↑

9 Delta Air Lines [South / North American] n=202 5.1 7 6.1 ↓

10 Finnair [European] n=166 4.2 12 4.0 ―

11 Cathay Pacific Airways [Asian] n=159 4.0 9 5.3 ↓

12 Hawaiian Airlines [Pacific / Oceania] n=157 3.9 14 3.7 ―

13 Air New Zealand [Pacific / Oceania] n=139 3.5 16 3.5 ―

14 Thai Airways [Asian] n=137 3.4 15 3.6 ―

15 Qatar Airways [Middle East / Africa] n=133 3.3 13 3.9 ―

16 Qantas [Pacific / Oceania] n=125 3.1 17 3.3 ―

17 KLM Royal Dutch Airlines [European] n=120 3.0 18 3.1 ―

18 Air Canada [South / North American] n=119 3.0 20 2.6 ―

19 United Airlines [South / North American] n=112 2.8 9 5.3 ↓

20 American Airlines [South / North American] n=101 2.5 20 2.6 ―

21 ● Jetstar [Pacific / Oceania] n=94 2.4 24 2.1 ―

22 British Airways [European] n=82 2.1 23 2.3 ―

23 Etihad Airways n=75 1.9 22 2.5 ―

24 Swiss International Airlines n=71 1.8 26 1.7 ―

25 Eva Air [Asian] n=68 1.7 33 1.1 ―

26 Korean Air [Asian] n=64 1.6 25 1.9 ―

27 Asiana Airlines [Asian] n=61 1.5 28 1.5 ―

28 Scandinavian Airlines [European] n=54 1.4 37 0.8 ―

29 Alitalia [European] n=52 1.3 27 1.6 ―

30 ● Spring Japan n=51 1.3 * * *

30 Malaysia Airlines n=51 1.3 31 1.2 ―

32 China Airlines [Asian] n=49 1.2 30 1.4 ―

33 Turkish Airlines [Middle East / Africa] n=43 1.1 28 1.5 ―

34 Vietnam Airlines [Asian] n=35 0.9 34 0.9 ―

35 ● Jetstar Asia Airways [Asian] n=32 0.8 35 0.8 ―

36 Garuda Indonesia [Asian] n=31 0.8 36 0.8 ―

37 ● AirAsia X [Asian] n=26 0.7 38 0.7 ―

38 Austrian Airlines n=24 0.6 32 1.1 ―

39 LOT Polish Airlines [European] n=23 0.6 * * *

40 ● Jeju Air [Asian] n=22 0.6 41 0.5 ―

41 ● Thai AirAsia X n=21 0.5 39 0.7 ―

42 Air Tahiti Nui n=20 0.5 40 0.6 ―

43 ● Scoot n=19 0.5 54 0.2 ―

43 China Eastern Airlines [Asian] n=19 0.5 43 0.5 ―

45 Aeroflot [European] n=18 0.5 47 0.3 ―

46 Aero Mexico n=15 0.4 41 0.5 ―

46 ● Tigerair Taiwan [Asian] n=15 0.4 47 0.3 ―

48 ● Air Busan n=14 0.4 54 0.2 ―

49 Philippines Airlines [Asian] n=13 0.3 45 0.3 ―

50 ● Cebu Pacific Air n=12 0.3 45 0.3 ―

50 ● Hong Kong Express Airways n=12 0.3 51 0.3 ―

52 Cathay Dragonair (formerly Hong Kong Dragonair) n=10 0.3 62 0.1 ―

52 Air China [Asian] n=10 0.3 44 0.4 ―

54 Air Calédonie International n=9 0.2 54 0.2 ―

54 ● Spring Airlines n=9 0.2 58 0.2 ―

54 South African Airways n=9 0.2 53 0.2 ―

57 ● T'Way Airlines n=8 0.2 62 0.1 ―

57 EgyptAir n=8 0.2 70 0.1 ―

59 Air Macau n=7 0.2 58 0.2 ―

60 China Southern Airlines n=6 0.2 50 0.3 ―

60 Aurora Airways (Former Sakhalin Airlines, former Vladivostok Airlines) n=6 0.2 70 0.1 ―

62 Uzbekistan Airways n=5 0.1 62 0.1 ―

62 ● Jin Air n=5 0.1 60 0.1 ―

62 Bangkok Airways n=5 0.1 62 0.1 ―

65 Air Niugini n=4 0.1 62 0.1 ―

65 ● Eastar Jet n=4 0.1 73 0.1 ―

65 SriLankan Airlines n=4 0.1 47 0.3 ―

65 Hong Kong Airlines n=4 0.1 73 0.1 ―

65 Ethiopian Airlines n=4 0.1 60 0.1 ―

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

70 Iran Air n=3 0.1 73 0.1 ―

72 Asian Air n=2 0.1 62 0.1 ―

72 Hainan Airlines n=2 0.1 * * *

72 Juneyao Airlines n=2 0.1 62 0.1 ―

75 Shanghai Airlines n=1 ― 82 ― ―

75 Shinzhen Air n=1 ― 73 0.1 ―

75 TransAsia Airways n=1 ― 54 0.2 ―

75 Pakistan International Airlines n=1 ― 73 0.1 ―

75 Miat Mongolian Airlines n=1 ― 73 0.1 ―

80 Asia Atlantic Airlines n=0 ― 82 ― ―

80 Air Indian n=0 ― 62 0.1 ―

80 Shandong Airlines n=0 ― 79 ― ―

80 Jet Asia Airways n=0 ― 79 ― ―

80 Jet Airways n=0 ― 79 ― ―

80 Sichuan Air n=0 ― * * *

Other n=18 0.5 0.5

Don't know n=293 7.3 7.6

2017 Survey 2016 Survey Rate of

increase0 10 20 30 40 50 60

2017 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 2016 survey and 2017 survey.

Issue :JULY 2017

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

Documents

2017 Airline Satisfaction Survey · ・Optional Services Not Free That Were Used 13 ... Hawaiian Airlines, Asiana Airlines, AirAsia X, Eva Air, Garuda ... Means of Arranging Air Tickets