2020 Airline Satisfaction Survey · 2020. 7. 14. · 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

2020Airline SatisfactionSurvey

2

Table of Contents

Part 1: Outline of This Report 3

1. Outline of the Survey 4

2. Profile of the Respondents 5

・ Gender / Age / Area of Residence / Occupation / Annual Household Income 5

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

Time Spent on Flight (per one-way) 6

・ Means of Arranging Air Tickets Used 7

・ Whether Airline Website/app Was Used for Overseas Travel 8

・ Purpose for Use of Airline Website/app 9

・ Items of Importance When Choosing Airline 10

・ Optional Services Not Free That Were Used 12

Part 2: Airline Evaluations 13

1. Overall Satisfaction 14

2. Satisfaction with LCC 15

3. 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

4. Intention to Use Again 21

5. Airlines Desired for Future Use 22

3

Part 1: Outline of This Report

Airline Satisfaction Survey 2020


1. Outline of the Survey

4

○Objective

Get airline evaluations from those who traveled overseas in 2019.

○Respondents

The survey was done on 8,676 respondents selected from the Mighty Monitors of INTAGE Inc. These were Japanese citizens aged

18 years and over who traveled overseas in the year 2019 (the month of departure being in 2019).

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

○Timing

Wed. 15 April through Mon. 20 April, 2020

○Research Method

Internet survey

○Tabulation Numbers

4,000 respondents (respondents contacted: 8,676, samples collected: 4,631s (successful collection rate of 53.4%))

* Respondents were randomly selected so that each of 40 airlines was represented by 100 respondents in the numbers tabulated.

■Airlines included in the survey

ANA, JAL, Peach Aviation, American Airlines, Air Canada, Delta Air Lines, United Airlines, Qantas,

Jetstar, Air New Zealand, Hawaiian Airlines, Asiana Airlines, AirAsia X, Eva Air, Garuda Indonesia,

Cathay Pacific Airways, Singapore Airlines, Scoot, Cebu Pacific Air, Korean Air, Tigerair Taiwan, Thai Airways, Jeju Air,

China Airlines, Air China, China Eastern Airlines, T'Way Airlines, Philippines Airlines, Vietnam Airlines, Malaysia Airlines, Alitalia,

Air France, KLM Royal Dutch Airlines,Turkish Airlines, Finnair, British Airways, Lufthansa, Etihad Airways, Emirates, Qatar Airways

* The airlines included in this survey are the top 40 airlines used in the last trip taken in the year 2019, according to the

results of the “2020 AB-ROAD Overseas Travel Survey” (see below).

* Turkish Airlines had been classified as a Middle Eastern/African airline through the 2019 survey, but is now

considered a European airlines since 2020.

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.

“2019 Airline Satisfaction Survey” - Timing: 11 April through 15 April 2019; Sample size tabulated: 4,000s (100 samples

for each airline)

(3) In this survey, respondents who in 2019 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.

"2020 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 2019 (the month of departure being in 2019).

○Timing

Thu. 19 Mar through Wed. 25 Mar, 2020

○Research Method

Internet survey

○Numbers Tabulated

5,454 respondents (respondents contacted: 9,809; samples collected:5,576 (successful collection rate of :56.8%))

○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.

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

Male 1.17268569 0.94316794 0.76852064 0.78901432 0.93476248

Female 1.19938382 1.07416096 1.14031462 1.15627534 1.09076780



5

■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

50.3%

Female

49.7%

18-29 yrs

12.4%

30-39 yrs

14.4%

40-49 yrs

18.8%50-59 yrs

24.3%

60 yrs+

30.2%

（％）

Hokkaido TohokuKanto

Total

Kita

Kanto

4

prefectures

Hokuriku/

Koshinetsu

Chubu/

Tokai

Kansai

TotalKeihanshin

Other

KinkiChugoku Shikoku

Kyushu/

Okinawa

Sample

Total 4,000 2.8 2.4 48.2 2.8 45.4 3.4 11.2 22.2 19.0 3.2 2.9 1.6 5.4

（％）

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

homemakerUnemployed Other

Sample

Total 4,000 15.7 7.9 5.3 4.7 13.0 4.7 5.2 2.9 4.1 9.4 3.2 12.4 10.2 1.3

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 11.3 8.4 8.4 8.4 6.8 8.1 11.9 14.8 7.5 14.5

0

5

10

15

20

Total

（％）



6

■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 13.7 17.5 3.9 23.3 2.2 9.6 6.1 4.2 13.0 2.0 1.8 2.9

0

5

10

15

20

25

Total

（％）

[Package]

Full

package

[Package]

Medium

package

[Package]

Skelton[FIT]

Legend

Total 47.2

Package

Tour

Total

(n=4,000) 16.5％ 10.2 20.5 52.8

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) 34.7％ 30.2 35.1

† [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)

● Peach Aviation (n=100)

American Airlines (n=100)

Air Canada (n=100)

Delta Air Lines (n=100)

United Airlines (n=100)

Qantas (n=100)

● Jetstar (n=100)

Air New Zealand (n=100)

Hawaiian Airlines (n=100)

Asiana Airlines (n=100)

● AirAsia X (n=100)

Eva Air (n=100)

Garuda Indonesia (n=100)

Cathay Pacific Airways (n=100)

Singapore Airlines (n=100)

● Scoot (n=100)

● Cebu Pacific Air (n=100)

Korean Air (n=100)

● Tigerair Taiwan (n=100)

Thai Airways (n=100)

● Jeju Air (n=100)

China Airlines (n=100)

Air China (n=100)

China Eastern Airlines (n=100)

● T'Way Airlines (n=100)

Philippines Airlines (n=100)

Vietnam Airlines (n=100)

Malaysia Airlines (n=100)

Alitalia (n=100)

Air France (n=100)

KLM Royal Dutch Airlines (n=100)

Turkish Airlines (n=100)

Finnair (n=100)

British Airways (n=100)

Lufthansa (n=100)

Etihad Airways (n=100)

Emirates (n=100)

Qatar Airways (n=100)

South

/

Nort

h A

merican

Jap

anese

By

airline

I haven't

arranged

myself

Arranged

through a

specialist

airline ticket

agent

Company or

person

related to

operations

arranged

Arranged

through

airline

Arranged through

travel companyArranged by

self through

other means

Asi

anP

acifi

c /

Ocean

iaM

iddl

e E

ast

/

Afr

ica

Euro

pean

6.1％

10.0

9.0

―

18.0

4.0

8.0

7.0

3.0

2.0

3.0

1.0

7.0

1.0

4.0

5.0

8.0

9.0

―

2.0

8.0

―

13.0

1.0

8.0

15.0

19.0

2.0

6.0

10.0

6.0

7.0

4.0

6.0

3.0

6.0

7.0

10.0

7.0

3.0

2.0

23.5

29.0

31.0

51.0

28.0

18.0

23.0

26.0

9.0

28.0

26.0

19.0

20.0

41.0

32.0

17.0

15.0

19.0

38.0

41.0

20.0

34.0

23.0

42.0

17.0

27.0

10.0

33.0

21.0

8.0

27.0

5.0

28.0

19.0

18.0

15.0

27.0

18.0

11.0

15.0

11.0

47.2

48.0

42.0

25.0

32.0

58.0

44.0

47.0

65.0

52.0

50.0

62.0

43.0

29.0

37.0

57.0

42.0

57.0

35.0

26.0

43.0

36.0

31.0

29.0

46.0

25.0

41.0

32.0

42.0

58.0

42.0

76.0

51.0

56.0

63.0

63.0

43.0

56.0

67.0

64.0

72.0

11.9

8.0

9.0

9.0

14.0

10.0

11.0

12.0

5.0

4.0

8.0

8.0

18.0

14.0

13.0

14.0

23.0

7.0

16.0

14.0

10.0

11.0

18.0

11.0

14.0

20.0

18.0

14.0

17.0

17.0

17.0

8.0

10.0

9.0

9.0

5.0

13.0

11.0

7.0

14.0

6.0

5.0

1.0

2.0

7.0

4.0

―

4.0

4.0

4.0

6.0

5.0

2.0

7.0

10.0

6.0

2.0

2.0

3.0

4.0

12.0

9.0

10.0

3.0

6.0

4.0

9.0

5.0

13.0

9.0

3.0

5.0

2.0

4.0

7.0

2.0

5.0

4.0

3.0

5.0

2.0

3.0

1.8

2.0

―

3.0

3.0

2.0

1.0

―

4.0

3.0

5.0

2.0

―

―

4.0

1.0

2.0

3.0

2.0

1.0

3.0

4.0

2.0

―

3.0

1.0

4.0

3.0

1.0

1.0

1.0

―

2.0

1.0

2.0

―

3.0

1.0

―

―

1.0

4.6

2.0

7.0

5.0

1.0

8.0

9.0

4.0

10.0

5.0

3.0

6.0

5.0

5.0

4.0

4.0

8.0

2.0

5.0

4.0

7.0

5.0

10.0

11.0

8.0

3.0

3.0

3.0

4.0

3.0

2.0

2.0

1.0

2.0

3.0

6.0

3.0

1.0

3.0

2.0

5.0

7

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

† "Arranged through a specialist airline ticket agent" indicates those who arranged with the use of (an app of)

a site of a specialist airline ticket agent

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



8

■Whether Airline Website/app Was Used for Overseas Travel (Total / Single Answer)

Used Didn't use

LegendPrior to

booking

At time of

booking

After

booking

Total (n=4,000) 58.2 52.3 56.4

● AirAsia X [Asian] (n=100) 81.0 77.0 76.0

● Peach Aviation [Japanese] (n=100) 83.0 83.0 79.0

● Cebu Pacific Air [Asian] (n=100) 78.0 73.0 71.0

● Scoot [Asian] (n=100) 65.0 69.0 75.0

● Jeju Air [Asian] (n=100) 74.0 70.0 68.0

● Tigerair Taiwan [Asian] (n=100) 73.0 70.0 65.0

ANA [Japanese] (n=100) 72.0 69.0 72.0

● Jetstar [Pacific / Oceania] (n=100) 63.0 59.0 64.0

British Airways [European] (n=100) 68.0 54.0 67.0

American Airlines [South / North American] (n=100) 68.0 63.0 65.0

Eva Air [Asian] (n=100) 65.0 64.0 63.0

Air New Zealand [Pacific / Oceania] (n=100) 66.0 61.0 63.0

United Airlines [South / North American] (n=100) 63.0 58.0 59.0

Asiana Airlines [Asian] (n=100) 66.0 58.0 55.0

Delta Air Lines [South / North American] (n=100) 62.0 56.0 67.0

JAL [Japanese] (n=100) 67.0 65.0 62.0

● T'Way Airlines [Asian] (n=100) 64.0 63.0 60.0

Malaysia Airlines [Asian] (n=100) 64.0 55.0 62.0

Air France [European] (n=100) 62.0 53.0 65.0

Thai Airways [Asian] (n=100) 59.0 53.0 56.0

Singapore Airlines [Asian] (n=100) 54.0 50.0 58.0

Cathay Pacific Airways [Asian] (n=100) 56.0 48.0 58.0

Air Canada [South / North American] (n=100) 58.0 45.0 53.0

Etihad Airways [Middle East / Africa] (n=100) 57.0 48.0 57.0

Air China [Asian] (n=100) 55.0 50.0 50.0

Philippines Airlines [Asian] (n=100) 52.0 48.0 52.0

Emirates [Middle East / Africa] (n=100) 49.0 40.0 51.0

KLM Royal Dutch Airlines [European] (n=100) 48.0 42.0 50.0

Lufthansa [European] (n=100) 50.0 44.0 51.0

Garuda Indonesia [Asian] (n=100) 46.0 41.0 48.0

Hawaiian Airlines [Pacific / Oceania] (n=100) 46.0 40.0 51.0

Korean Air [Asian] (n=100) 48.0 43.0 45.0

China Airlines [Asian] (n=100) 49.0 45.0 41.0

Finnair [European] (n=100) 48.0 36.0 46.0

Turkish Airlines [European] (n=100) 47.0 38.0 42.0

Qantas [Pacific / Oceania] (n=100) 46.0 40.0 43.0

Vietnam Airlines [Asian] (n=100) 40.0 36.0 40.0

Qatar Airways [Middle East / Africa] (n=100) 39.0 26.0 37.0

China Eastern Airlines [Asian] (n=100) 39.0 30.0 30.0

Alitalia [European] (n=100) 37.0 29.0 35.0

By

airline

Period used

63.4％

85.0

85.0

81.0

78.0

76.0

75.0

75.0

72.0

72.0

72.0

70.0

70.0

70.0

69.0

69.0

69.0

68.0

68.0

67.0

66.0

64.0

62.0

62.0

61.0

59.0

58.0

58.0

57.0

57.0

55.0

55.0

53.0

53.0

52.0

51.0

50.0

45.0

44.0

42.0

41.0

36.6

15.0

15.0

19.0

22.0

24.0

25.0

25.0

28.0

28.0

28.0

30.0

30.0

30.0

31.0

31.0

31.0

32.0

32.0

33.0

34.0

36.0

38.0

38.0

39.0

41.0

42.0

42.0

43.0

43.0

45.0

45.0

47.0

47.0

48.0

49.0

50.0

55.0

56.0

58.0

59.0

† Those who used a website/app at any step of getting air tickets (before, during, or after booking the ticket) are

regarded as having answered "Used."




9

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

Sample

Tic

ket

purc

has

e

Desi

gnat

e s

eat

Confir

mat

ion o

f sc

hedu

le

Acqu

ired

info

rmat

ion p

ert

ainin

g to

e-ticke

t an

d

check-

in p

rocedu

res

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

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

irpo

rt

Confir

mat

ion o

f cost

s su

ch a

s fu

el s

urc

har

ge

Acqu

ired

info

rmat

ion p

ert

ainin

g to

in-fli

ght

rule

s

such a

s sm

oki

ng

and

what

can

be b

rough

t on b

oar

d

Acqu

ired

mile

age in

form

atio

n (pe

rtai

nin

g to

accru

ing

mile

s)

Acqu

ired

cam

paig

n in

form

atio

n

Acqu

ired

info

rmat

ion p

ert

ainin

g to

air t

icke

t

can

cella

tion c

har

ges

and

term

s

Acqu

ired

info

rmat

ion p

ert

ainin

g to

connecting

fligh

ts o

r de

stin

atio

ns

afte

r connecting

Check

and

book

opt

ional

serv

ices

that

are

not

free

Acqu

ire t

rave

l info

rmat

ion o

n t

ours

, hote

ls, e

tc.

Acqu

ired

mile

age in

form

atio

n (pe

rtai

nin

g to

the u

se

of m

iles)

Oth

er

There

was

no p

articula

rly

stro

ng

reas

on

Total (n=2,536) 54.5 52.2 49.2 26.7 24.6 22.9 16.8 13.6 13.2 12.9 11.0 9.5 8.6 8.5 7.9 6.1 3.7 1.5 4.9

ANA [Japanese] (n=75) 61.3 66.7 69.3 33.3 29.3 16.0 25.3 14.7 26.7 6.7 24.0 13.3 13.3 6.7 6.7 6.7 10.7 2.7 1.3

JAL [Japanese] (n=69) 65.2 66.7 58.0 21.7 23.2 13.0 11.6 10.1 17.4 8.7 29.0 17.4 5.8 7.2 7.2 10.1 10.1 ― 2.9

● Peach Aviation [Japanese] (n=85) 83.5 45.9 43.5 25.9 38.8 27.1 4.7 9.4 16.5 11.8 1.2 8.2 8.2 2.4 7.1 2.4 2.4 ― 5.9

American Airlines [South / North American] (n=72) 66.7 59.7 55.6 23.6 25.0 25.0 15.3 23.6 19.4 18.1 13.9 9.7 11.1 18.1 5.6 8.3 2.8 ― 4.2

Air Canada [South / North American] (n=62) 53.2 54.8 48.4 32.3 16.1 24.2 17.7 16.1 6.5 8.1 4.8 3.2 4.8 9.7 4.8 6.5 1.6 ― 1.6

Delta Air Lines [South / North American] (n=69) 53.6 69.6 59.4 34.8 15.9 21.7 15.9 10.1 18.8 15.9 24.6 7.2 5.8 10.1 4.3 4.3 7.2 2.9 1.4

United Airlines [South / North American] (n=70) 47.1 64.3 52.9 18.6 25.7 21.4 20.0 8.6 10.0 10.0 17.1 11.4 5.7 7.1 5.7 2.9 7.1 2.9 2.9

Qantas [Pacific / Oceania] (n=50) 44.0 50.0 44.0 34.0 24.0 32.0 22.0 10.0 10.0 12.0 10.0 6.0 14.0 2.0 10.0 8.0 2.0 ― 4.0

● Jetstar [Pacific / Oceania] (n=72) 58.3 33.3 45.8 27.8 23.6 25.0 25.0 15.3 12.5 19.4 1.4 16.7 9.7 4.2 12.5 8.3 2.8 ― 1.4

Air New Zealand [Pacific / Oceania] (n=70) 55.7 55.7 52.9 31.4 25.7 31.4 18.6 17.1 12.9 12.9 7.1 15.7 12.9 14.3 11.4 11.4 5.7 2.9 5.7

Hawaiian Airlines [Pacific / Oceania] (n=55) 49.1 56.4 32.7 27.3 25.5 20.0 29.1 9.1 7.3 20.0 20.0 10.9 12.7 3.6 5.5 9.1 9.1 ― 9.1

Asiana Airlines [Asian] (n=69) 44.9 43.5 50.7 21.7 30.4 14.5 10.1 8.7 13.0 10.1 11.6 5.8 10.1 5.8 2.9 5.8 2.9 2.9 8.7

● AirAsia X [Asian] (n=85) 64.7 40.0 48.2 34.1 27.1 30.6 5.9 7.1 11.8 11.8 ― 9.4 7.1 2.4 18.8 1.2 ― 1.2 7.1

Eva Air [Asian] (n=70) 60.0 70.0 50.0 28.6 25.7 14.3 11.4 17.1 10.0 8.6 5.7 5.7 4.3 5.7 4.3 4.3 2.9 2.9 4.3

Garuda Indonesia [Asian] (n=55) 50.9 45.5 43.6 29.1 23.6 20.0 23.6 14.5 14.5 12.7 18.2 5.5 9.1 7.3 5.5 3.6 3.6 3.6 1.8

Cathay Pacific Airways [Asian] (n=62) 41.9 56.5 51.6 24.2 16.1 14.5 16.1 12.9 6.5 8.1 3.2 3.2 9.7 6.5 4.8 3.2 ― 1.6 6.5

Singapore Airlines [Asian] (n=64) 48.4 45.3 39.1 25.0 14.1 15.6 20.3 12.5 10.9 15.6 6.3 21.9 3.1 7.8 4.7 15.6 1.6 4.7 7.8

● Scoot [Asian] (n=78) 65.4 50.0 51.3 26.9 34.6 34.6 11.5 10.3 7.7 10.3 ― 6.4 3.8 3.8 15.4 2.6 ― 1.3 3.8

● Cebu Pacific Air [Asian] (n=81) 67.9 49.4 53.1 21.0 30.9 30.9 9.9 11.1 13.6 19.8 7.4 25.9 7.4 11.1 12.3 11.1 2.5 1.2 2.5

Korean Air [Asian] (n=53) 54.7 45.3 45.3 26.4 17.0 11.3 17.0 5.7 7.5 3.8 9.4 7.5 7.5 3.8 3.8 5.7 3.8 ― 11.3

● Tigerair Taiwan [Asian] (n=75) 65.3 37.3 53.3 24.0 34.7 33.3 6.7 17.3 9.3 14.7 1.3 10.7 6.7 1.3 13.3 1.3 ― ― 6.7

Thai Airways [Asian] (n=66) 50.0 56.1 53.0 27.3 31.8 24.2 10.6 10.6 12.1 12.1 15.2 13.6 7.6 10.6 9.1 3.0 ― 4.5 4.5

● Jeju Air [Asian] (n=76) 65.8 30.3 44.7 19.7 43.4 28.9 3.9 7.9 14.5 7.9 1.3 10.5 9.2 1.3 11.8 10.5 ― ― 5.3

China Airlines [Asian] (n=53) 47.2 50.9 43.4 22.6 15.1 9.4 9.4 7.5 7.5 7.5 9.4 7.5 5.7 3.8 7.5 5.7 7.5 1.9 7.5

Air China [Asian] (n=59) 66.1 42.4 50.8 27.1 32.2 20.3 6.8 10.2 18.6 8.5 13.6 5.1 5.1 6.8 5.1 5.1 1.7 1.7 6.8

China Eastern Airlines [Asian] (n=42) 35.7 28.6 28.6 19.0 9.5 14.3 14.3 9.5 2.4 4.8 7.1 ― 7.1 9.5 ― 4.8 ― ― 11.9

● T'Way Airlines [Asian] (n=68) 63.2 29.4 45.6 26.5 29.4 32.4 11.8 10.3 13.2 10.3 ― 5.9 8.8 ― 5.9 1.5 ― ― 8.8

Philippines Airlines [Asian] (n=58) 62.1 48.3 31.0 13.8 19.0 20.7 12.1 8.6 5.2 6.9 6.9 6.9 5.2 3.4 1.7 5.2 ― ― 10.3

Vietnam Airlines [Asian] (n=45) 37.8 55.6 40.0 15.6 13.3 11.1 20.0 13.3 4.4 6.7 4.4 6.7 4.4 8.9 2.2 4.4 ― ― 6.7

Malaysia Airlines [Asian] (n=68) 63.2 73.5 52.9 29.4 26.5 20.6 20.6 14.7 16.2 11.8 10.3 8.8 13.2 13.2 7.4 2.9 ― 2.9 ―

Alitalia [European] (n=41) 41.5 36.6 36.6 17.1 14.6 22.0 31.7 9.8 12.2 12.2 19.5 7.3 9.8 7.3 7.3 9.8 4.9 4.9 4.9

Air France [European] (n=67) 50.7 70.1 55.2 34.3 25.4 29.9 20.9 19.4 17.9 19.4 17.9 13.4 16.4 13.4 13.4 7.5 9.0 3.0 7.5

KLM Royal Dutch Airlines [European] (n=57) 40.4 68.4 40.4 19.3 22.8 14.0 10.5 17.5 12.3 12.3 12.3 10.5 7.0 21.1 10.5 5.3 ― 1.8 7.0

Turkish Airlines [European] (n=51) 47.1 62.7 45.1 23.5 25.5 19.6 15.7 13.7 13.7 13.7 21.6 5.9 5.9 7.8 3.9 7.8 2.0 3.9 2.0

Finnair [European] (n=52) 46.2 50.0 55.8 30.8 19.2 21.2 32.7 25.0 9.6 9.6 17.3 7.7 11.5 25.0 7.7 3.8 3.8 1.9 ―

British Airways [European] (n=72) 47.2 63.9 65.3 41.7 20.8 23.6 20.8 30.6 27.8 22.2 13.9 2.8 18.1 12.5 9.7 6.9 11.1 ― 6.9

Lufthansa [European] (n=57) 43.9 54.4 49.1 24.6 19.3 21.1 17.5 12.3 10.5 19.3 17.5 1.8 8.8 7.0 3.5 1.8 5.3 ― ―

Etihad Airways [Middle East / Africa] (n=61) 42.6 42.6 49.2 36.1 21.3 26.2 41.0 34.4 21.3 29.5 24.6 13.1 14.8 32.8 16.4 16.4 13.1 1.6 3.3

Emirates [Middle East / Africa] (n=58) 34.5 56.9 46.6 31.0 22.4 36.2 31.0 8.6 15.5 20.7 12.1 6.9 5.2 13.8 8.6 6.9 5.2 1.7 3.4

Qatar Airways [Middle East / Africa] (n=44) 31.8 54.5 59.1 25.0 9.1 22.7 34.1 15.9 13.6 18.2 18.2 9.1 4.5 9.1 2.3 4.5 4.5 2.3 ―

By

airline

0

20

40

60

Total

（％）




10

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

Sample

There

are

direct

fligh

ts

The flig

ht

suits

my

schedu

le

It is

an a

ssuring

airlin

e

It is

a w

ell-

know

n a

irlin

e

Airlin

e o

f th

e d

est

inat

ion c

ountr

y

Depa

rts

from

near

est

airpo

rt

Price w

as c

heap

er

than

oth

er

ticke

ts for

the s

ame c

ondi

tions

Connecting

fligh

ts a

re c

onve

nie

nt

Is a

n L

CC

(lo

w c

ost

car

rier)

Conve

nie

nt

fligh

t sc

hedu

le

Cab

in c

rew

pro

vide

s go

od

serv

ice

Full

lineup

of in

-fli

ght

food

is o

ffere

d

Man

y fli

ghts

The a

irlin

e is

desi

gnat

ed

The m

ileag

e a

ccru

ed

/ t

erm

s fo

r ad

ding

mile

s is

good

for

airlin

es

affil

iate

d to

the a

irlin

e u

sed

Aircra

ft e

quip

ment

is g

ood

(new

, cle

an)

Offers

full

lineup

of in

fligh

t ente

rtai

nm

ent

(movi

es,

musi

c, i

nfli

ght

mag

azin

e, e

tc.)

There

are

cab

in c

rew

who s

peak

Jap

anese

Aircra

ft a

menitie

s (w

idth

of se

ats,

etc

.) ar

e g

ood

Price w

as c

heap

er

than

oth

er

ticke

ts b

ut

the c

ondi

tions

were

not

the

sam

e

Eas

y to

use

accum

ula

ted

mile

s

I ac

cru

e m

iles

/ t

he a

dditio

nal

term

s ar

e g

ood

for

the a

irlin

e I u

se

Can

buy

thro

ugh

a m

eth

od

I am

accust

om

ed

to

Is b

usi

ness

cla

ss o

r hig

her

It is

a J

apan

ese

airlin

e

Airpo

rt g

round

cre

w p

rovi

des

good

serv

ice

Airlin

e s

taff a

t ai

rport

are

good

at w

hat

they

do

Is n

ot

an L

CC

(lo

w c

ost

car

rier)

Was

recom

mende

d by

a t

rave

l age

nt

Oth

er

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ing

in p

articula

r

I hav

en't s

ele

cte

d th

e a

irlin

e m

yself

(was

decid

ed

the p

ers

on w

ho

accom

panie

d m

e, j

ust

hap

pened

to b

e t

he a

irlin

e u

sed

in t

he t

our, e

tc.)

Total (n=4,000) 43.4 30.7 27.2 15.8 14.3 11.0 10.9 10.6 10.5 10.3 8.0 7.6 7.6 7.5 7.0 6.8 6.1 5.9 5.7 5.5 5.3 5.0 4.8 4.6 4.5 3.7 2.9 2.4 2.3 2.1 2.3 13.3

Gender Male (n=2,013) 44.9 28.4 28.1 17.3 17.0 10.8 10.5 11.4 11.1 11.0 9.4 7.4 8.6 7.1 9.4 8.0 5.9 6.3 6.3 5.3 6.5 5.6 5.5 5.9 5.8 4.3 3.4 2.3 1.9 2.0 2.3 12.8

Female (n=1,987) 42.0 33.0 26.2 14.3 11.6 11.2 11.4 9.9 9.8 9.6 6.6 7.8 6.5 7.9 4.6 5.6 6.3 5.4 5.0 5.8 4.0 4.4 4.1 3.2 3.2 3.0 2.3 2.5 2.7 2.1 2.2 13.9

Age 18-29 yrs (n=494) 42.9 29.4 29.6 17.6 8.7 8.9 12.1 9.1 17.0 7.9 6.9 8.5 7.7 4.5 2.4 4.9 4.9 6.3 3.4 5.9 2.2 2.2 3.0 1.0 3.6 2.6 1.8 1.4 3.4 1.0 4.3 10.9

30-39 yrs (n=576) 44.6 34.0 31.9 17.5 10.2 11.6 15.6 9.7 13.5 10.8 7.1 8.3 9.5 4.2 5.4 5.2 6.3 5.4 4.7 5.9 5.2 4.2 5.2 2.4 5.2 4.0 3.3 2.4 2.3 2.1 2.4 8.2

40-49 yrs (n=753) 44.5 34.8 25.6 13.8 12.7 11.4 12.9 11.0 11.0 11.7 8.9 7.4 9.4 4.1 7.7 6.4 6.9 5.4 5.4 7.3 6.5 6.9 5.0 3.1 4.8 4.2 2.5 2.3 2.3 1.7 2.8 10.9

50-59 yrs (n=971) 44.6 33.5 25.7 13.4 14.6 12.2 9.0 10.5 8.1 11.2 6.6 6.9 7.0 7.3 8.9 7.4 5.5 4.5 5.3 4.7 4.9 6.4 4.4 6.6 5.0 2.4 2.0 3.3 1.6 2.8 2.2 10.6

60 yrs or older (n=1,206) 41.5 24.8 26.0 17.4 19.3 10.4 8.5 11.5 7.8 9.4 9.5 7.5 5.8 12.4 7.7 8.1 6.5 7.2 7.5 4.7 6.1 4.2 5.4 6.3 3.9 4.6 4.1 2.2 2.5 2.1 1.2 20.5

Kanto (n=1,927) 43.3 30.9 27.9 16.2 15.9 9.7 11.6 11.2 7.7 10.9 8.0 8.3 8.6 7.9 8.6 7.6 6.8 6.2 6.5 5.8 6.0 6.7 4.9 6.0 5.2 3.8 3.2 2.8 2.0 2.0 2.3 13.0

Kansai (n=887) 44.3 32.4 28.6 16.5 14.2 14.1 10.4 9.6 14.2 12.0 8.7 8.3 7.7 7.1 5.3 5.5 5.2 6.3 4.7 6.9 5.0 3.4 5.0 3.0 4.8 3.8 2.8 1.7 2.7 2.0 2.1 12.3

Tokai (n=448) 42.4 29.5 24.8 14.5 11.2 13.6 11.4 10.3 12.5 7.8 6.7 4.5 4.7 7.1 4.2 8.5 4.5 3.1 5.4 4.2 3.6 3.8 3.3 4.9 1.3 3.3 2.2 2.9 2.5 2.0 2.7 16.5

Package (n=1,887) 37.1 22.4 26.4 17.1 12.9 9.3 5.2 7.3 5.7 7.2 8.5 8.3 6.5 13.7 5.4 7.2 6.8 6.4 6.0 2.4 3.7 3.5 2.5 3.8 4.5 4.4 3.2 2.4 3.9 1.4 1.3 22.9

　Full package (n=661) 22.7 8.9 21.5 16.0 9.1 4.7 1.7 5.1 2.9 3.5 5.7 7.4 3.8 17.5 6.4 5.9 6.5 6.8 4.8 1.2 3.0 2.3 1.2 4.5 4.7 3.3 2.6 1.8 3.5 1.5 1.2 38.6

　Medium package (n=408) 36.0 22.3 27.9 18.4 14.7 9.3 5.1 8.3 4.4 4.9 11.8 10.0 6.9 16.4 6.9 9.3 9.1 6.6 8.8 2.0 3.9 3.7 2.7 4.7 5.4 5.4 5.4 2.2 6.1 1.5 0.5 21.8

　Skelton (n=818) 49.4 33.3 29.7 17.2 15.0 13.0 8.2 8.6 8.6 11.2 9.0 8.1 8.6 9.3 3.9 7.2 5.9 5.9 5.6 3.5 4.2 4.4 3.5 2.8 3.9 4.8 2.6 2.9 3.2 1.3 1.7 10.8

ＦＩＴ (n=2,113) 49.0 38.1 27.8 14.7 15.6 12.6 16.0 13.6 14.7 13.1 7.6 7.0 8.5 1.8 8.4 6.4 5.4 5.4 5.3 8.3 6.7 6.3 6.8 5.2 4.5 3.0 2.6 2.4 0.9 2.6 3.2 4.8

Travel alone (n=700) 42.7 36.1 27.6 16.0 14.7 12.0 14.7 12.3 14.7 12.7 8.6 10.1 8.4 5.9 9.1 8.3 6.7 5.0 5.9 7.9 7.9 6.4 7.4 4.6 4.1 2.9 2.3 2.9 1.0 3.4 2.6 8.4

With spouse/partner/on honeymoon (n=1,171) 41.1 26.8 28.0 17.2 16.2 10.0 8.4 11.7 7.7 8.5 7.9 8.3 7.9 10.9 7.8 7.1 6.2 6.1 6.6 3.5 5.7 5.2 4.0 6.0 4.5 3.9 3.2 1.6 2.7 2.0 1.5 16.9

With friend (n=629) 42.1 33.4 23.2 14.3 10.3 9.9 13.7 7.8 16.4 9.4 4.9 4.1 5.4 7.3 3.5 4.0 3.5 5.7 4.6 7.6 3.0 2.9 4.3 2.1 4.0 2.2 2.2 1.6 3.3 1.7 2.9 12.4

Family travel (n=766) 48.4 30.8 27.3 15.9 14.1 14.4 11.5 9.0 11.2 11.4 9.0 9.4 7.4 7.0 5.5 6.9 8.0 6.4 5.1 5.6 5.1 4.3 4.8 3.7 3.9 4.8 3.8 3.8 2.5 1.4 1.7 11.1

Is business class or higher (n=507) 41.2 32.7 39.1 23.9 19.5 9.1 8.3 16.0 3.4 12.4 19.3 18.7 11.8 8.7 17.9 18.1 12.2 8.9 19.1 2.8 15.8 12.0 8.9 34.3 8.5 11.4 8.1 3.2 1.0 2.0 0.8 7.1

Economy class (n=3,493) 43.7 30.4 25.4 14.6 13.6 11.3 11.3 9.8 11.5 10.0 6.4 6.0 6.9 7.3 5.4 5.2 5.2 5.4 3.7 5.9 3.8 4.0 4.2 0.2 3.9 2.5 2.1 2.3 2.5 2.1 2.5 14.2

Area of

residence

Travel class

Travel

type

Accompanying

traveler

0

10

20

30

40

50

Total

（％）



11

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

Sample

There

are

direct

fligh

ts

The flig

ht

suits

my

schedu

le

It is

an a

ssuring

airlin

e

It is

a w

ell-

know

n a

irlin

e

Airlin

e o

f th

e d

est

inat

ion c

ountr

y

Depa

rts

from

near

est

airpo

rt

Price w

as c

heap

er

than

oth

er

ticke

ts for

the s

ame c

ondi

tions

Connecting

fligh

ts a

re c

onve

nie

nt

Is a

n L

CC

(lo

w c

ost

car

rier)

Conve

nie

nt

fligh

t sc

hedu

le

Cab

in c

rew

pro

vide

s go

od

serv

ice

Full

lineup

of in

-fli

ght

food

is o

ffere

d

Man

y fli

ghts

The a

irlin

e is

desi

gnat

ed

The m

ileag

e a

ccru

ed

/ t

erm

s fo

r ad

ding

mile

s is

good

for

airlin

es

affil

iate

d to

the a

irlin

e u

sed

Aircra

ft e

quip

ment

is g

ood

(new

, cle

an)

Offers

full

lineup

of in

fligh

t ente

rtai

nm

ent

(movi

es,

musi

c, i

nfli

ght

mag

azin

e, e

tc.)

There

are

cab

in c

rew

who s

peak

Jap

anese

Aircra

ft a

menitie

s (w

idth

of se

ats,

etc

.) ar

e g

ood

Price w

as c

heap

er

than

oth

er

ticke

ts b

ut

the c

ondi

tions

were

not

the

sam

e

Eas

y to

use

accum

ula

ted

mile

s

I ac

cru

e m

iles

/ t

he a

dditio

nal

term

s ar

e g

ood

for

the a

irlin

e I u

se

Can

buy

thro

ugh

a m

eth

od

I am

accust

om

ed

to

Is b

usi

ness

cla

ss o

r hig

her

It is

a J

apan

ese

airlin

e

Airpo

rt g

round

cre

w p

rovi

des

good

serv

ice

Airlin

e s

taff a

t ai

rport

are

good

at w

hat

they

do

Is n

ot

an L

CC

(lo

w c

ost

car

rier)

Was

recom

mende

d by

a t

rave

l age

nt

Oth

er

Noth

ing

in p

articula

r

I hav

en't s

ele

cte

d th

e a

irlin

e m

yself

(was

decid

ed

the p

ers

on w

ho

accom

panie

d m

e, j

ust

hap

pened

to b

e t

he a

irlin

e u

sed

in t

he t

our, e

tc.)

Total (n=4,000) 43.4 30.7 27.2 15.8 14.3 11.0 10.9 10.6 10.5 10.3 8.0 7.6 7.6 7.5 7.0 6.8 6.1 5.9 5.7 5.5 5.3 5.0 4.8 4.6 4.5 3.7 2.9 2.4 2.3 2.1 2.3 13.3

ANA [Japanese] (n=100) 44.0 28.0 68.0 33.0 4.0 17.0 4.0 10.0 ― 12.0 23.0 11.0 8.0 8.0 10.0 17.0 18.0 23.0 9.0 3.0 22.0 21.0 5.0 12.0 58.0 13.0 12.0 4.0 1.0 1.0 2.0 8.0

JAL [Japanese] (n=100) 37.0 30.0 68.0 33.0 5.0 10.0 2.0 4.0 ― 15.0 11.0 11.0 9.0 5.0 8.0 13.0 12.0 21.0 13.0 ― 17.0 12.0 7.0 10.0 41.0 10.0 9.0 1.0 2.0 3.0 3.0 10.0

● Peach Aviation [Japanese] (n=100) 49.0 29.0 18.0 14.0 1.0 22.0 16.0 2.0 48.0 20.0 3.0 1.0 7.0 3.0 2.0 2.0 3.0 14.0 2.0 11.0 2.0 2.0 12.0 1.0 20.0 2.0 4.0 ― 1.0 1.0 2.0 4.0

American Airlines [South / North American] (n=100) 29.0 29.0 35.0 34.0 30.0 6.0 18.0 25.0 3.0 11.0 11.0 7.0 16.0 6.0 12.0 11.0 9.0 6.0 12.0 6.0 9.0 5.0 4.0 8.0 2.0 6.0 6.0 2.0 6.0 4.0 3.0 6.0

Air Canada [South / North American] (n=100) 44.0 17.0 33.0 12.0 21.0 7.0 5.0 20.0 3.0 6.0 1.0 6.0 4.0 5.0 11.0 5.0 9.0 4.0 3.0 2.0 3.0 3.0 2.0 3.0 4.0 1.0 1.0 1.0 4.0 2.0 2.0 20.0

Delta Air Lines [South / North American] (n=100) 46.0 35.0 35.0 24.0 15.0 13.0 10.0 17.0 2.0 12.0 13.0 8.0 9.0 6.0 5.0 8.0 11.0 4.0 6.0 9.0 9.0 17.0 7.0 7.0 2.0 8.0 6.0 6.0 2.0 ― 2.0 10.0

United Airlines [South / North American] (n=100) 45.0 45.0 26.0 25.0 11.0 8.0 12.0 8.0 ― 10.0 6.0 6.0 13.0 7.0 7.0 6.0 4.0 5.0 5.0 7.0 12.0 11.0 7.0 4.0 1.0 1.0 1.0 2.0 3.0 ― 1.0 10.0

Qantas [Pacific / Oceania] (n=100) 47.0 26.0 40.0 20.0 23.0 10.0 7.0 7.0 2.0 3.0 7.0 6.0 8.0 12.0 ― 2.0 6.0 8.0 2.0 3.0 9.0 5.0 3.0 2.0 3.0 2.0 2.0 2.0 6.0 2.0 2.0 13.0

● Jetstar [Pacific / Oceania] (n=100) 49.0 22.0 16.0 12.0 4.0 10.0 16.0 7.0 32.0 8.0 2.0 ― 4.0 8.0 1.0 1.0 2.0 1.0 2.0 11.0 ― ― 5.0 ― 4.0 ― ― 1.0 ― 1.0 4.0 12.0

Air New Zealand [Pacific / Oceania] (n=100) 60.0 23.0 43.0 19.0 32.0 11.0 7.0 10.0 ― 5.0 11.0 11.0 4.0 9.0 14.0 13.0 16.0 8.0 11.0 3.0 7.0 6.0 2.0 3.0 3.0 7.0 7.0 3.0 2.0 1.0 5.0 10.0

Hawaiian Airlines [Pacific / Oceania] (n=100) 57.0 31.0 28.0 13.0 28.0 15.0 11.0 3.0 ― 8.0 6.0 6.0 14.0 4.0 3.0 2.0 2.0 4.0 4.0 2.0 4.0 4.0 3.0 2.0 1.0 1.0 ― 3.0 3.0 2.0 1.0 10.0

Asiana Airlines [Asian] (n=100) 38.0 44.0 18.0 14.0 18.0 17.0 9.0 9.0 8.0 11.0 5.0 7.0 12.0 6.0 11.0 6.0 2.0 6.0 5.0 7.0 5.0 6.0 2.0 7.0 5.0 4.0 2.0 4.0 4.0 2.0 2.0 4.0

● AirAsia X [Asian] (n=100) 55.0 41.0 12.0 4.0 2.0 16.0 22.0 9.0 52.0 11.0 ― 2.0 9.0 2.0 2.0 2.0 ― 1.0 2.0 11.0 ― 1.0 7.0 2.0 3.0 ― 1.0 ― ― 2.0 3.0 7.0

Eva Air [Asian] (n=100) 53.0 33.0 36.0 7.0 22.0 17.0 11.0 4.0 7.0 15.0 13.0 12.0 8.0 4.0 13.0 9.0 3.0 14.0 3.0 4.0 9.0 5.0 9.0 4.0 3.0 6.0 4.0 4.0 2.0 2.0 2.0 8.0

Garuda Indonesia [Asian] (n=100) 65.0 26.0 17.0 16.0 22.0 8.0 4.0 4.0 ― 10.0 8.0 7.0 6.0 8.0 9.0 3.0 4.0 4.0 6.0 1.0 3.0 4.0 1.0 5.0 2.0 5.0 2.0 1.0 3.0 1.0 2.0 17.0

Cathay Pacific Airways [Asian] (n=100) 56.0 33.0 43.0 26.0 12.0 9.0 13.0 9.0 ― 10.0 16.0 11.0 10.0 6.0 8.0 13.0 8.0 4.0 7.0 7.0 5.0 5.0 4.0 6.0 2.0 5.0 5.0 5.0 ― 3.0 ― 9.0

Singapore Airlines [Asian] (n=100) 47.0 24.0 53.0 27.0 13.0 8.0 3.0 14.0 2.0 9.0 24.0 16.0 8.0 4.0 6.0 12.0 8.0 3.0 11.0 ― 4.0 3.0 3.0 8.0 2.0 10.0 7.0 1.0 2.0 2.0 1.0 10.0

● Scoot [Asian] (n=100) 49.0 38.0 5.0 2.0 2.0 9.0 27.0 1.0 40.0 13.0 ― ― 4.0 4.0 ― 5.0 2.0 ― 4.0 10.0 ― ― 6.0 3.0 1.0 1.0 1.0 ― 1.0 1.0 2.0 11.0

● Cebu Pacific Air [Asian] (n=100) 51.0 37.0 14.0 9.0 10.0 11.0 17.0 9.0 38.0 12.0 5.0 3.0 5.0 4.0 3.0 8.0 3.0 4.0 6.0 12.0 3.0 6.0 12.0 3.0 4.0 2.0 4.0 2.0 3.0 2.0 4.0 5.0

Korean Air [Asian] (n=100) 31.0 36.0 22.0 10.0 15.0 14.0 10.0 8.0 3.0 12.0 5.0 15.0 13.0 6.0 3.0 2.0 2.0 4.0 5.0 3.0 3.0 6.0 4.0 1.0 ― 2.0 ― 1.0 1.0 1.0 4.0 19.0

● Tigerair Taiwan [Asian] (n=100) 53.0 44.0 6.0 4.0 10.0 18.0 19.0 4.0 45.0 8.0 4.0 1.0 2.0 4.0 ― 1.0 1.0 4.0 1.0 12.0 1.0 ― 7.0 ― ― 2.0 1.0 ― ― 2.0 2.0 8.0

Thai Airways [Asian] (n=100) 55.0 40.0 38.0 20.0 31.0 11.0 7.0 9.0 3.0 11.0 16.0 13.0 20.0 6.0 11.0 11.0 7.0 4.0 4.0 2.0 8.0 3.0 3.0 4.0 1.0 6.0 2.0 3.0 ― 5.0 1.0 10.0

● Jeju Air [Asian] (n=100) 50.0 42.0 11.0 8.0 9.0 14.0 18.0 2.0 49.0 14.0 1.0 ― 6.0 3.0 ― 1.0 ― 6.0 ― 13.0 1.0 ― 5.0 ― ― ― 1.0 2.0 ― 1.0 4.0 6.0

China Airlines [Asian] (n=100) 51.0 39.0 19.0 9.0 13.0 14.0 14.0 8.0 3.0 9.0 4.0 4.0 9.0 8.0 4.0 ― 2.0 9.0 1.0 2.0 4.0 4.0 6.0 5.0 1.0 2.0 1.0 2.0 4.0 4.0 3.0 9.0

Air China [Asian] (n=100) 40.0 33.0 10.0 11.0 14.0 14.0 19.0 13.0 3.0 9.0 5.0 3.0 7.0 3.0 13.0 2.0 4.0 4.0 1.0 12.0 7.0 7.0 3.0 3.0 ― 2.0 1.0 3.0 2.0 2.0 4.0 10.0

China Eastern Airlines [Asian] (n=100) 41.0 24.0 3.0 3.0 11.0 7.0 12.0 5.0 3.0 8.0 1.0 1.0 7.0 5.0 5.0 1.0 1.0 1.0 1.0 8.0 2.0 2.0 2.0 2.0 1.0 2.0 1.0 5.0 3.0 ― 4.0 25.0

● T'Way Airlines [Asian] (n=100) 60.0 38.0 7.0 2.0 6.0 16.0 27.0 2.0 50.0 9.0 2.0 ― 7.0 5.0 ― 1.0 ― 3.0 ― 6.0 ― 1.0 7.0 ― 1.0 2.0 2.0 ― 4.0 2.0 ― 9.0

Philippines Airlines [Asian] (n=100) 60.0 28.0 12.0 10.0 18.0 8.0 7.0 6.0 5.0 9.0 5.0 4.0 6.0 6.0 2.0 2.0 3.0 3.0 2.0 5.0 4.0 1.0 11.0 2.0 2.0 2.0 ― 1.0 2.0 1.0 4.0 12.0

Vietnam Airlines [Asian] (n=100) 51.0 20.0 16.0 6.0 15.0 8.0 11.0 8.0 1.0 7.0 2.0 4.0 4.0 12.0 3.0 4.0 5.0 5.0 3.0 5.0 3.0 3.0 2.0 ― ― 1.0 1.0 4.0 2.0 1.0 3.0 16.0

Malaysia Airlines [Asian] (n=100) 45.0 37.0 19.0 13.0 16.0 10.0 17.0 23.0 1.0 7.0 7.0 5.0 6.0 10.0 16.0 8.0 1.0 4.0 10.0 2.0 7.0 6.0 6.0 9.0 2.0 1.0 2.0 5.0 3.0 2.0 ― 11.0

Alitalia [European] (n=100) 43.0 18.0 13.0 15.0 19.0 6.0 3.0 5.0 1.0 7.0 7.0 4.0 1.0 11.0 3.0 3.0 2.0 5.0 4.0 3.0 3.0 1.0 6.0 3.0 2.0 1.0 2.0 2.0 6.0 2.0 3.0 28.0

Air France [European] (n=100) 48.0 41.0 33.0 31.0 23.0 12.0 5.0 18.0 1.0 18.0 9.0 21.0 7.0 11.0 9.0 9.0 12.0 6.0 7.0 2.0 3.0 4.0 8.0 4.0 2.0 6.0 4.0 ― 1.0 ― 4.0 9.0

KLM Royal Dutch Airlines [European] (n=100) 25.0 29.0 36.0 21.0 13.0 10.0 6.0 21.0 1.0 18.0 10.0 11.0 8.0 8.0 9.0 10.0 7.0 8.0 5.0 4.0 5.0 5.0 4.0 5.0 ― 5.0 4.0 9.0 5.0 1.0 3.0 23.0

Turkish Airlines [European] (n=100) 19.0 26.0 24.0 12.0 12.0 6.0 9.0 16.0 1.0 7.0 8.0 17.0 6.0 16.0 14.0 4.0 10.0 4.0 6.0 4.0 5.0 6.0 2.0 8.0 ― 4.0 2.0 3.0 3.0 8.0 1.0 18.0

Finnair [European] (n=100) 24.0 21.0 30.0 11.0 12.0 10.0 3.0 21.0 ― 11.0 4.0 6.0 7.0 11.0 10.0 11.0 4.0 4.0 7.0 6.0 4.0 3.0 3.0 7.0 1.0 2.0 3.0 ― 1.0 3.0 2.0 28.0

British Airways [European] (n=100) 55.0 34.0 38.0 22.0 31.0 10.0 9.0 12.0 1.0 10.0 6.0 5.0 6.0 8.0 9.0 4.0 9.0 5.0 3.0 6.0 7.0 7.0 6.0 8.0 ― 3.0 3.0 2.0 1.0 1.0 1.0 12.0

Lufthansa [European] (n=100) 34.0 25.0 55.0 30.0 19.0 15.0 7.0 26.0 ― 14.0 9.0 6.0 10.0 14.0 18.0 15.0 5.0 8.0 8.0 ― 6.0 9.0 ― 8.0 1.0 2.0 3.0 3.0 4.0 2.0 ― 14.0

Etihad Airways [Middle East / Africa] (n=100) 13.0 23.0 25.0 17.0 6.0 7.0 13.0 14.0 4.0 8.0 16.0 10.0 5.0 8.0 9.0 15.0 11.0 5.0 14.0 7.0 6.0 4.0 2.0 7.0 2.0 7.0 4.0 4.0 3.0 3.0 2.0 29.0

Emirates [Middle East / Africa] (n=100) 13.0 19.0 35.0 17.0 3.0 5.0 2.0 14.0 3.0 9.0 16.0 19.0 5.0 14.0 4.0 13.0 17.0 5.0 18.0 4.0 5.0 3.0 1.0 9.0 1.0 10.0 2.0 3.0 ― 4.0 1.0 26.0

Qatar Airways [Middle East / Africa] (n=100) 5.0 19.0 26.0 16.0 2.0 2.0 5.0 18.0 3.0 5.0 18.0 23.0 2.0 18.0 13.0 17.0 18.0 3.0 13.0 6.0 4.0 9.0 2.0 7.0 2.0 1.0 2.0 2.0 3.0 5.0 2.0 27.0

By

airline

0

10

20

30

40

50

Total

（％）




12

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

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free

Total (n=4,000) 13.0 12.3 7.6 5.6 4.1 3.6 3.3 3.2 3.1 2.9 2.5 1.3 0.1 74.1

ANA [Japanese] (n=100) 15.0 16.0 13.0 12.0 4.0 8.0 2.0 3.0 4.0 6.0 7.0 4.0 ― 66.0

JAL [Japanese] (n=100) 15.0 10.0 6.0 7.0 2.0 6.0 8.0 2.0 6.0 8.0 2.0 1.0 ― 75.0

● Peach Aviation [Japanese] (n=100) 18.0 22.0 9.0 5.0 11.0 4.0 1.0 5.0 ― ― 1.0 1.0 ― 55.0

American Airlines [South / North American] (n=100) 13.0 12.0 16.0 12.0 10.0 4.0 8.0 4.0 5.0 3.0 3.0 2.0 ― 70.0

Air Canada [South / North American] (n=100) 7.0 12.0 3.0 3.0 5.0 1.0 3.0 3.0 1.0 2.0 ― ― ― 80.0

Delta Air Lines [South / North American] (n=100) 3.0 6.0 5.0 6.0 2.0 1.0 6.0 5.0 4.0 2.0 2.0 ― ― 88.0

United Airlines [South / North American] (n=100) 10.0 7.0 2.0 4.0 2.0 4.0 3.0 3.0 ― 2.0 2.0 ― ― 82.0

Qantas [Pacific / Oceania] (n=100) 11.0 12.0 14.0 9.0 6.0 9.0 6.0 7.0 5.0 9.0 3.0 1.0 ― 69.0

● Jetstar [Pacific / Oceania] (n=100) 24.0 37.0 26.0 18.0 9.0 2.0 5.0 1.0 14.0 9.0 2.0 1.0 ― 43.0

Air New Zealand [Pacific / Oceania] (n=100) 16.0 14.0 9.0 10.0 8.0 3.0 4.0 9.0 6.0 5.0 8.0 4.0 ― 73.0

Hawaiian Airlines [Pacific / Oceania] (n=100) 6.0 6.0 4.0 3.0 2.0 2.0 3.0 11.0 4.0 3.0 2.0 ― ― 77.0

Asiana Airlines [Asian] (n=100) 11.0 12.0 4.0 6.0 3.0 4.0 4.0 2.0 1.0 3.0 3.0 2.0 ― 80.0

● AirAsia X [Asian] (n=100) 32.0 33.0 26.0 10.0 11.0 2.0 2.0 4.0 1.0 ― 1.0 ― ― 37.0

Eva Air [Asian] (n=100) 15.0 8.0 5.0 3.0 2.0 2.0 3.0 2.0 ― 2.0 3.0 ― ― 77.0

Garuda Indonesia [Asian] (n=100) 5.0 7.0 3.0 2.0 2.0 2.0 3.0 1.0 2.0 2.0 1.0 3.0 ― 89.0

Cathay Pacific Airways [Asian] (n=100) 6.0 7.0 5.0 4.0 ― 1.0 1.0 ― 1.0 ― ― ― ― 86.0

Singapore Airlines [Asian] (n=100) 17.0 11.0 9.0 9.0 3.0 3.0 4.0 1.0 4.0 2.0 7.0 2.0 ― 71.0

● Scoot [Asian] (n=100) 32.0 25.0 15.0 10.0 9.0 2.0 2.0 6.0 ― ― 1.0 ― ― 46.0

● Cebu Pacific Air [Asian] (n=100) 28.0 30.0 16.0 10.0 16.0 9.0 3.0 7.0 4.0 5.0 6.0 3.0 ― 47.0

Korean Air [Asian] (n=100) 7.0 7.0 6.0 ― 2.0 2.0 1.0 1.0 1.0 2.0 3.0 ― ― 86.0

● Tigerair Taiwan [Asian] (n=100) 16.0 30.0 7.0 2.0 8.0 4.0 2.0 2.0 1.0 ― 2.0 ― ― 55.0

Thai Airways [Asian] (n=100) 7.0 5.0 4.0 5.0 2.0 4.0 4.0 ― 5.0 4.0 4.0 2.0 ― 87.0

● Jeju Air [Asian] (n=100) 15.0 23.0 ― 3.0 8.0 6.0 ― 1.0 ― ― ― ― 1.0 60.0

China Airlines [Asian] (n=100) 7.0 8.0 5.0 8.0 2.0 4.0 4.0 1.0 ― 1.0 3.0 ― ― 82.0

Air China [Asian] (n=100) 9.0 5.0 2.0 1.0 ― 2.0 ― 1.0 3.0 3.0 1.0 1.0 ― 88.0

China Eastern Airlines [Asian] (n=100) 6.0 7.0 2.0 2.0 2.0 2.0 ― ― ― 1.0 ― ― ― 89.0

● T'Way Airlines [Asian] (n=100) 11.0 15.0 3.0 1.0 5.0 ― ― 1.0 ― ― ― ― ― 73.0

Philippines Airlines [Asian] (n=100) 17.0 11.0 7.0 5.0 5.0 4.0 3.0 2.0 3.0 4.0 ― 3.0 ― 73.0

Vietnam Airlines [Asian] (n=100) 10.0 11.0 6.0 6.0 1.0 2.0 ― ― 2.0 1.0 ― 1.0 ― 82.0

Malaysia Airlines [Asian] (n=100) 18.0 8.0 10.0 4.0 1.0 ― 3.0 2.0 4.0 4.0 3.0 2.0 ― 75.0

Alitalia [European] (n=100) 4.0 4.0 3.0 2.0 1.0 5.0 2.0 4.0 2.0 2.0 2.0 2.0 ― 88.0

Air France [European] (n=100) 24.0 5.0 11.0 7.0 4.0 2.0 7.0 5.0 7.0 6.0 5.0 5.0 ― 71.0

KLM Royal Dutch Airlines [European] (n=100) 23.0 9.0 10.0 9.0 1.0 5.0 2.0 8.0 5.0 5.0 4.0 ― ― 67.0

Turkish Airlines [European] (n=100) 6.0 4.0 4.0 2.0 2.0 4.0 3.0 2.0 4.0 3.0 3.0 2.0 1.0 87.0

Finnair [European] (n=100) 8.0 5.0 3.0 2.0 ― 4.0 3.0 4.0 2.0 2.0 1.0 ― ― 80.0

British Airways [European] (n=100) 11.0 8.0 4.0 2.0 2.0 4.0 5.0 6.0 2.0 ― 5.0 ― ― 74.0

Lufthansa [European] (n=100) 11.0 10.0 8.0 5.0 ― 4.0 1.0 1.0 3.0 5.0 1.0 2.0 ― 84.0

Etihad Airways [Middle East / Africa] (n=100) 16.0 16.0 14.0 9.0 8.0 12.0 11.0 9.0 11.0 8.0 7.0 6.0 ― 74.0

Emirates [Middle East / Africa] (n=100) 6.0 8.0 2.0 2.0 3.0 2.0 6.0 2.0 3.0 1.0 1.0 ― ― 86.0

Qatar Airways [Middle East / Africa] (n=100) 3.0 5.0 4.0 2.0 ― 2.0 3.0 1.0 2.0 1.0 2.0 ― ― 92.0

By

airline

0

20

40

60

80

100

Total

（％）


13

Part 2: Airline Evaluations



●The overall satisfaction score average was 3.83pt among the total.

●All Nippon Airways (ANA) and Japan Airlines (JAL) both scored 4.30pt, moving from 2nd

place last year to the top position this time. This was followed by Singapore Airlines (4.14pt).

●Cathay Pacific (4.09pt) moved from 14th place last year to 4th place this time, while

Garuda Indonesian Airlines (3.89pt) moved up to 13th place from 29th place the previous

year.

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) 3.83 3.77

By

airline1 （2） ↑ ANA [Japanese] (n=100) 4.30 4.25

1 （2） ↑ JAL [Japanese] (n=100) 4.30 4.25

3 （1） ↓ Singapore Airlines [Asian] (n=100) 4.14 4.27

4 （14） ↑ Cathay Pacific Airways [Asian] (n=100) 4.09 3.86

5 （9） ↑ KLM Royal Dutch Airlines [European] (n=100) 4.07 3.99

6 （6） - Qatar Airways [Middle East / Africa] (n=100) 4.03 4.07

7 （7） - Finnair [European] (n=100) 4.02 4.04

8 （5） ↓ Air New Zealand [Pacific / Oceania] (n=100) 4.01 4.12

9 （10） ↑ Thai Airways [Asian] (n=100) 3.98 3.95

9 （7） ↓ Turkish Airlines [European] (n=100) 3.98 4.04

11 （4） ↓ Emirates [Middle East / Africa] (n=100) 3.97 4.16

12 （12） - Qantas [Pacific / Oceania] (n=100) 3.90 3.87

13 （29） ↑ Garuda Indonesia [Asian] (n=100) 3.89 3.66

13 （19） ↑ Air France [European] (n=100) 3.89 3.79

15 （11） ↓ Eva Air [Asian] (n=100) 3.88 3.89

15 （17） ↑ China Airlines [Asian] (n=100) 3.88 3.80

15 （24） ↑ Hawaiian Airlines [Pacific / Oceania] (n=100) 3.88 3.70

18 （17） ↓ Asiana Airlines [Asian] (n=100) 3.85 3.80

18 （14） ↓ Delta Air Lines [South / North American] (n=100) 3.85 3.86

20 （25） ↑ ● Scoot [Asian] (n=100) 3.84 3.69

20 （21） ↑ Korean Air [Asian] (n=100) 3.84 3.75

Satisfaction

points

last yearLast

year's

ranking

Order

this year

Changes

in order

Satisfaction

points

20.3％

43.0

41.0

36.0

29.0

29.0

30.0

22.0

33.0

21.0

29.0

34.0

19.0

20.0

28.0

22.0

18.0

16.0

19.0

18.0

19.0

14.0

52.0

47.0

51.0

45.0

55.0

54.0

49.0

63.0

43.0

62.0

49.0

43.0

59.0

53.0

45.0

50.0

59.0

63.0

54.0

55.0

50.0

58.0

20.6

7.0

5.0

16.0

13.0

14.0

17.0

10.0

19.0

12.0

14.0

14.0

17.0

24.0

19.0

24.0

17.0

16.0

22.0

21.0

27.0

26.0

5.0

3.0

3.0

3.0

2.0

1.0

2.0

5.0

2.0

4.0

7.0

4.0

3.0

2.0

4.0

2.0

5.0

3.0

3.0

6.0

4.0

2.0

2.2

―

―

―

1.0

2.0

2.0

―

3.0

1.0

1.0

5.0

2.0

1.0

4.0

2.0

1.0

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.




●The overall LCC satisfaction score average was 3.72pt.

●Scoot’s score of 3.84pt moved it to the top spot from 4th place last year. T'way Air and

Peach Aviation followed with a 3.82pt tie.

2. Satisfaction with LCC

■Overall satisfaction with LCC (Total / Single Answer)

Am satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfied

Legend

Total (n=800) 3.72 3.68

By

airline1 （4） ↑ ● Scoot [Asian] (n=100) 3.84 3.69

2 （8） ↑ ● T'Way Airlines [Asian] (n=100) 3.82 3.52

2 （2） - ● Peach Aviation [Japanese] (n=100) 3.82 3.72

4 （5） ↑ ● Jeju Air [Asian] (n=100) 3.77 3.67

5 （5） - ● Tigerair Taiwan [Asian] (n=100) 3.76 3.67

6 * * ● Cebu Pacific Air [Asian] (n=100) 3.69 *

7 （7） - ● AirAsia X [Asian] (n=100) 3.57 3.63

8 （3） ↓ ● Jetstar [Pacific / Oceania] (n=100) 3.50 3.71

Order

this year

Last

year's

ranking

Changes

in order

Satisfaction

points

Satisfaction

points

last year

13.9％

19.0

15.0

16.0

10.0

14.0

15.0

12.0

10.0

55.1

50.0

59.0

56.0

65.0

53.0

53.0

51.0

54.0

23.3

27.0

21.0

23.0

20.0

29.0

23.0

24.0

19.0

4.8

4.0

3.0

4.0

2.0

3.0

4.0

8.0

10.0

3.0

―

2.0

1.0

3.0

1.0

5.0

5.0

7.0



† "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.




Am satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfied

Legend

Total (n=4,000) 3.68 3.63

By

airline1 （2） ↑ JAL [Japanese] (n=100) 4.20 4.12

2 （3） ↑ ANA [Japanese] (n=100) 4.06 4.11

3 （4） ↑ Qatar Airways [Middle East / Africa] (n=100) 4.05 4.06


5 （5） - Singapore Airlines [Asian] (n=100) 3.98 4.05

6 （7） ↑ Finnair [European] (n=100) 3.95 3.98





11 * * Etihad Airways [Middle East / Africa] (n=100) 3.84 *



13 （17） ↑ Qantas [Pacific / Oceania] (n=100) 3.77 3.70

15 （15） - Cathay Pacific Airways [Asian] (n=100) 3.76 3.71

16 （12） ↓ Eva Air [Asian] (n=100) 3.75 3.76


17 （26） ↑ Malaysia Airlines [Asian] (n=100) 3.74 3.53

19 （13） ↓ Asiana Airlines [Asian] (n=100) 3.73 3.73

19 （14） ↓ American Airlines [South / North American] (n=100) 3.73 3.72


19 （31） ↑ United Airlines [South / North American] (n=100) 3.73 3.41

Satisfaction

points

last yearLast

year's

ranking

Order

this year

Changes

in order

Satisfaction

points

16.0％

34.0

34.0

27.0

26.0

27.0

21.0

26.0

23.0

23.0

20.0

20.0

14.0

15.0

17.0

16.0

16.0

13.0

20.0

19.0

15.0

16.0

20.0

46.4

53.0

45.0

55.0

51.0

50.0

56.0

46.0

52.0

52.0

52.0

52.0

56.0

56.0

52.0

52.0

47.0

55.0

45.0

41.0

51.0

45.0

42.0

29.3

12.0

15.0

15.0

20.0

18.0

20.0

24.0

21.0

20.0

26.0

22.0

25.0

21.0

24.0

25.0

34.0

25.0

25.0

36.0

28.0

35.0

31.0

6.6

1.0

5.0

2.0

2.0

4.0

3.0

4.0

3.0

3.0

1.0

4.0

4.0

7.0

5.0

6.0

2.0

7.0

9.0

2.0

4.0

4.0

5.0

1.8

―

1.0

1.0

1.0

1.0

―

―

1.0

2.0

1.0

2.0

1.0

1.0

2.0

1.0

1.0

―

1.0

2.0

2.0

―

2.0

（％）

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 2,494 41.4 39.9 30.1 12.1 22.3 13.7 0.9 18.8

Reasons for dissatisfaction 1,506 16.8 32.9 9.2 9.8 13.2 9.8 2.3 39.2

16

3. Satisfaction by Attribute

1) Aircraft Equipment and Amenities: Top 20

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

●The overall average score for satisfaction with "aircraft equipment and facilities" was 3.68pt.

●A score of 4.20pt was enough to move Japan Airlines (JAL) to the top spot from 2nd place

last year. Second place was All Nippon Airways (ANA) (4.06pt). This was followed by Qatar

Airways (4.05pt), ranked 3rd.

●Garuda Indonesia (3.89pt) moved from 24th place last year to 10th place this time, while

Malaysia Airlines (3.74pt) went up in ranking to 17th place from 26th place last year. United

(3.73pt) rose sharply from 31st place last year to 19th place this time.

●The top reasons for satisfaction and dissatisfaction were “The aircraft is new/nice” and “Seat

width/comfort”




■Reasons for Satisfaction / Reasons for Dissatisfaction with Aircraft Equipment and Amenities

(Total / Multiple Answer)

† "Reasons for satisfaction" were asked to those who gave "Am satisfied" or "More satisfied than not."

† "Reasons for dissatisfaction" were asked to those who gave "Can’t say either way", "More dissatisfied than not" or "Am dissatisfied."



Am satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfied

Legend

Total (n=4,000) 3.76 3.69

By

airline1 （3） ↑ JAL [Japanese] (n=100) 4.25 4.14

2 （1） ↓ ANA [Japanese] (n=100) 4.20 4.24



5 （8） ↑ Finnair [European] (n=100) 4.00 3.93

6 （7） ↑ Turkish Airlines [European] (n=100) 3.99 3.96










16 （15） ↓ Qantas [Pacific / Oceania] (n=100) 3.85 3.77

17 （11） ↓ Eva Air [Asian] (n=100) 3.84 3.81


18 （14） ↓ Air France [European] (n=100) 3.83 3.78

20 （21） ↑ Vietnam Airlines [Asian] (n=100) 3.82 3.71

Satisfaction

points

last yearLast

year's

ranking

Order

this year

Changes

in order

Satisfaction

points

17.6％

39.0

33.0

25.0

30.0

25.0

27.0

25.0

27.0

20.0

19.0

21.0

14.0

26.0

19.0

16.0

20.0

21.0

23.0

24.0

14.0

48.5

48.0

56.0

60.0

49.0

54.0

51.0

49.0

45.0

55.0

59.0

52.0

66.0

45.0

57.0

58.0

51.0

47.0

45.0

43.0

57.0

27.4

12.0

9.0

14.0

19.0

18.0

17.0

21.0

24.0

23.0

17.0

24.0

17.0

23.0

19.0

22.0

24.0

28.0

25.0

26.0

26.0

5.3

1.0

2.0

―

―

2.0

4.0

5.0

2.0

1.0

5.0

3.0

3.0

5.0

4.0

4.0

4.0

3.0

6.0

6.0

3.0

1.3

―

―

1.0

2.0

1.0

1.0

―

2.0

1.0

―

―

―

1.0

1.0

―

1.0

1.0

1.0

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 2,641 23.1 52.2 24.1 16.0 46.6 22.7 10.4 0.3 11.3

Reasons for dissatisfaction 1,359 9.0 20.1 7.4 14.0 13.2 15.3 3.2 2.1 46.1

17


2) Service by Cabin Crew: Top 20

●The overall average satisfaction score for "Customer service by cabin crew" was 3.76pt

●Japan Airlines (JAL) came out on top with a score of 4.25pt, up from 3rd place last year.

All Nippon Airways (ANA) (4.20pt) and Qatar Airways (4.08pt) followed.

●Garuda Indonesia (3.92pt) shot up to 9th place from 20th place last year, while Malaysia

Airlines (3.83pt) saw a significant increase in raking, moving from 29th in the previous

year to 18th this time.

●The dominant reason for both satisfaction and dissatisfaction was "Couteousness of the

service."

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




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






Am satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfied

Legend

Total (n=4,000) 3.76 3.68

By

airline1 （1） - ANA [Japanese] (n=100) 4.16 4.12

1 （1） - JAL [Japanese] (n=100) 4.16 4.12

3 （3） - Singapore Airlines [Asian] (n=100) 3.99 4.08



6 （5） ↓ KLM Royal Dutch Airlines [European] (n=100) 3.93 3.95

6 （8） ↑ Turkish Airlines [European] (n=100) 3.93 3.87


8 （6） ↓ Finnair [European] (n=100) 3.90 3.93

10 （10） - Qatar Airways [Middle East / Africa] (n=100) 3.89 3.83







14 （14） - Air France [European] (n=100) 3.81 3.77

18 （9） ↓ Eva Air [Asian] (n=100) 3.79 3.85

18 （18） - Garuda Indonesia [Asian] (n=100) 3.79 3.72


Satisfaction

points

last yearLast

year's

ranking

Order

this year

Changes

in order

Satisfaction

points

17.1％

35.0

33.0

27.0

24.0

23.0

26.0

25.0

20.0

18.0

17.0

24.0

21.0

17.0

14.0

19.0

21.0

22.0

20.0

15.0

12.0

49.0

50.0

51.0

46.0

49.0

52.0

45.0

48.0

52.0

55.0

59.0

48.0

51.0

58.0

57.0

47.0

50.0

43.0

43.0

55.0

56.0

28.4

11.0

15.0

26.0

25.0

21.0

27.0

22.0

26.0

26.0

21.0

22.0

23.0

19.0

25.0

30.0

21.0

31.0

34.0

25.0

31.0

4.0

4.0

1.0

1.0

2.0

4.0

―

5.0

2.0

1.0

2.0

3.0

3.0

4.0

4.0

4.0

5.0

2.0

2.0

4.0

1.0

1.6

―

―

―

―

―

2.0

―

―

―

1.0

3.0

2.0

2.0

―

―

3.0

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 2,643 68.7 33.6 18.2 6.2 0.8 20.3

Reasons for dissatisfaction 1,357 25.3 13.0 6.9 2.4 3.5 58.6

18

●The overall average satisfaction score for "Customer service by the airline ground crew

at the airport" was 3.76pt.

●As was the case last year, All Nippon Airways (ANA) and Japan Airlines (JAL) were the

top-ranked Japanese companies and shared the same score (4.16pt). Singapore Airlines

(3.99pt) was ranked 3rd.

●Qantas (3.94pt) moved from 24th place last year to 5th place this time, while Korean Air

(3.90pt) saw sharp increases: 8th place from 20th place, respectively. Malaysia Airlines

(3.81pt) shot up to 14th place from 35th place last year.

●The dominant reason for both satisfaction and dissatisfaction was "Smoothness of

check-in/checking bags."


3) Service by Ground Crew: Top 20

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






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





4) In-flight Food and Drink Service: Top 20

●The overall average satisfaction score for "In-flight food and drink service" was 3.66pt

● All Nippon Airways (ANA) shot to the top with 4.03pt, up from 7th place last year. Qatar

Airways and Japan Airlines (JAL) were tied in 2nd place with the identical score (4.02pt).

●By far, the dominant reason for satisfaction and dissatisfaction was “The taste of the

food.”

Am satisfied

More

satisfied

than not

Can't say

either way

More

dissatisfied

than not

Am

dissatisfied

Legend

Total (n=3,674) 3.66 3.59

By

airline1 （7） ↑ ANA [Japanese] (n=100) 4.03 3.95


2 （5） ↑ JAL [Japanese] (n=100) 4.02 3.97







10 （9） ↓ Air France [European] (n=100) 3.87 3.82



13 （12） ↓ Thai Airways [Asian] (n=100) 3.83 3.74


15 （13） ↓ China Airlines [Asian] (n=100) 3.78 3.73





20 （15） ↓ Eva Air [Asian] (n=100) 3.70 3.68


Satisfaction

points

last yearLast

year's

ranking

Order

this year

Changes

in order

Satisfaction

points

17.2％

30.0

24.0

31.0

30.0

24.0

20.0

27.0

26.0

22.0

26.0

26.0

21.0

16.0

21.0

15.0

12.0

19.0

27.0

18.0

19.0

11.0

45.4

49.0

59.0

47.0

49.0

50.0

58.0

47.0

46.0

52.0

46.0

42.0

48.0

60.0

46.0

57.0

59.0

48.0

36.0

49.0

44.0

57.0

26.3

16.0

13.0

16.0

13.0

24.0

17.0

20.0

20.0

20.0

21.0

25.0

25.0

16.0

28.0

21.0

23.0

26.0

24.0

20.0

26.0

25.0

8.6

4.0

3.0

5.0

6.0

1.0

5.0

4.0

8.0

5.0

3.0

6.0

6.0

7.0

4.0

5.0

5.0

3.0

11.0

12.0

10.0

5.0

2.6

1.0

1.0

1.0

2.0

1.0

―

2.0

―

1.0

4.0

1.0

―

1.0

1.0

2.0

1.0

4.0

2.0

1.0

1.0

2.0

（％）

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

Reasons for satisfaction 2,298 66.0 41.3 23.7 25.3 30.1 31.7 29.0 0.7 5.9

Reasons for dissatisfaction 1,376 45.9 12.9 23.0 7.9 4.5 7.6 12.4 2.8 27.2



■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.


† Tabulations were done without the data of LCC with less than 80 users: AirAsia X, Scoot, Cebu Pacific Air, Tigerair Taiwan, Jeju Air,

T’way Air, Jetstar, 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 satisfaction score for "In-flight entertainment" averaged 3.47pt, which made it the

lowest score across all five categories.

●As was the case last year, All Nippon Airways (ANA) continued to lead with a score

4.06pt from last year. Japan Airlines (JAL) (3.98pt) and Qatar Airways (3.97pt) followed.

●The dominant reasons for satisfaction and dissatisfaction were "Number of movie/TV

channels," "Movie/TV program content." and "Availability of Japanese language support."


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=3,793) 3.47 3.40

By

airline1 （1） - ANA [Japanese] (n=100) 4.06 4.05

2 （2） - JAL [Japanese] (n=100) 3.98 3.98






7 （12） ↑ American Airlines [South / North American] (n=100) 3.80 3.63



10 （12） ↑ Air France [European] (n=100) 3.70 3.63


13 （21） ↑ Air Canada [South / North American] (n=100) 3.68 3.40




17 （15） ↓ Korean Air [Asian] (n=100) 3.58 3.61


19 （19） - Asiana Airlines [Asian] (n=100) 3.56 3.47

20 （16） ↓ Eva Air [Asian] (n=100) 3.53 3.57


Satisfaction

points

last yearLast

year's

ranking

Order

this year

Changes

in order

Satisfaction

points

14.5％

33.0

30.0

25.0

32.0

21.0

21.0

20.0

19.0

19.0

19.0

18.0

19.0

18.0

14.0

14.0

16.0

14.0

14.0

13.0

10.0

14.0

37.6

46.0

42.0

54.0

37.0

49.0

48.0

52.0

50.0

50.0

44.0

49.0

44.0

41.0

46.0

46.0

43.0

44.0

39.0

44.0

44.0

42.0

32.3

15.0

24.0

15.0

27.0

23.0

24.0

21.0

24.0

21.0

27.0

20.0

27.0

33.0

32.0

31.0

29.0

30.0

37.0

32.0

36.0

30.0

11.4

6.0

4.0

5.0

3.0

6.0

6.0

2.0

6.0

8.0

8.0

11.0

8.0

7.0

7.0

8.0

11.0

10.0

10.0

8.0

9.0

11.0

4.2

―

―

1.0

1.0

1.0

1.0

5.0

1.0

2.0

2.0

2.0

2.0

1.0

1.0

1.0

1.0

2.0

―

3.0

1.0

3.0

（％）

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 1,975 42.1 43.7 35.6 13.3 10.8 17.0 6.8 11.0 6.6 3.6 3.6 2.3 9.4 4.3 0.5 14.1

Reasons for dissatisfaction 1,818 17.4 23.2 26.6 5.4 5.6 13.1 3.5 4.8 4.2 1.4 2.3 1.4 7.3 2.7 3.0 35.7



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

(in-flight entertainment users / Multiple 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.


† Tabulations were done without the data of LCC with less than 80 users: AirAsia X , Scoot, Cebu Pacific Air, Tigerair Taiwan, Jeju Air,

T’way Air, Peach Aviation.

■Satisfaction with in-flight Entertainment (in-flight entertainment users / 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) 72.3

ANA (n=100) 92.0

JAL (n=100) 92.0

● Peach Aviation (n=100) 77.0

American Airlines (n=100) 71.0

Air Canada (n=100) 70.0

Delta Air Lines (n=100) 73.0

United Airlines (n=100) 68.0

Qantas (n=100) 77.0

● Jetstar (n=100) 65.0

Air New Zealand (n=100) 80.0

Hawaiian Airlines (n=100) 82.0

Asiana Airlines (n=100) 77.0

● AirAsia X (n=100) 60.0

Eva Air (n=100) 76.0

Garuda Indonesia (n=100) 77.0

Cathay Pacific Airways (n=100) 80.0

Singapore Airlines (n=100) 76.0

● Scoot (n=100) 66.0

● Cebu Pacific Air (n=100) 74.0

Korean Air (n=100) 73.0

● Tigerair Taiwan (n=100) 72.0

Thai Airways (n=100) 81.0

● Jeju Air (n=100) 74.0

China Airlines (n=100) 81.0

Air China (n=100) 57.0

China Eastern Airlines (n=100) 40.0

● T'Way Airlines (n=100) 72.0

Philippines Airlines (n=100) 54.0

Vietnam Airlines (n=100) 72.0

Malaysia Airlines (n=100) 75.0

Alitalia (n=100) 46.0

Air France (n=100) 73.0

KLM Royal Dutch Airlines (n=100) 79.0

Turkish Airlines (n=100) 72.0

Finnair (n=100) 76.0

British Airways (n=100) 68.0

Lufthansa (n=100) 77.0

Etihad Airways (n=100) 63.0

Emirates (n=100) 74.0

Qatar Airways (n=100) 80.0

Intention

to Use

Again

Total

By

airline

Jap

anese

South

/

Nort

h A

merican

Pac

ific /

Ocean

iaA

sian

Mid

dle E

ast

/

Afr

ica

Euro

pean

21.0％

46.0

41.0

18.0

19.0

19.0

18.0

21.0

21.0

13.0

35.0

21.0

18.0

20.0

28.0

21.0

28.0

31.0

25.0

21.0

18.0

16.0

21.0

15.0

19.0

7.0

3.0

20.0

11.0

16.0

17.0

7.0

28.0

26.0

28.0

24.0

11.0

11.0

26.0

29.0

22.0

51.3

46.0

51.0

59.0

52.0

51.0

55.0

47.0

56.0

52.0

45.0

61.0

59.0

40.0

48.0

56.0

52.0

45.0

41.0

53.0

55.0

56.0

60.0

59.0

62.0

50.0

37.0

52.0

43.0

56.0

58.0

39.0

45.0

53.0

44.0

52.0

57.0

66.0

37.0

45.0

58.0

20.5

6.0

7.0

17.0

21.0

23.0

19.0

23.0

16.0

21.0

15.0

14.0

17.0

26.0

19.0

20.0

16.0

20.0

31.0

18.0

25.0

24.0

13.0

20.0

12.0

30.0

40.0

21.0

29.0

23.0

17.0

32.0

22.0

17.0

21.0

20.0

24.0

20.0

29.0

17.0

16.0

4.8

2.0

1.0

5.0

6.0

7.0

7.0

8.0

5.0

7.0

2.0

2.0

4.0

9.0

3.0

1.0

3.0

2.0

2.0

3.0

2.0

3.0

2.0

2.0

6.0

9.0

12.0

4.0

14.0

5.0

5.0

19.0

2.0

2.0

4.0

4.0

3.0

2.0

6.0

4.0

1.0

2.4

―

―

1.0

2.0

―

1.0

1.0

2.0

7.0

3.0

2.0

2.0

5.0

2.0

2.0

1.0

2.0

1.0

5.0

―

1.0

4.0

4.0

1.0

4.0

8.0

3.0

3.0

―

3.0

3.0

3.0

2.0

3.0

―

5.0

1.0

2.0

5.0

3.0

21

●Respondents who indicated an intention to use again by answering “definitely want to

use” accounted for 21%. Factoring in those who answered “want to use,” the total score

for intention to use again was 72.3%

●By airline, All Nippon Airways (ANA) and Japan Airlines (JAL) tied for the highest total

score for intention to use again at 92%. These were followed by Hawaiian Airlines (82%).

●Among LCCs, Peach Aviation had a total score for intention to use again of 77%, which

was high enough to tie for 10th place among the total.

4. Intention to Use Again


■Intention to Use Again (Total / Single Answer)



(n=4,000) (％) Ranking (n=4,000)

1 ANA [Japanese] n=2,544 63.6 1 62.2 ↑

2 JAL [Japanese] n=2,083 52.1 2 50.1 ↑

3 Singapore Airlines [Asian] n=770 19.3 3 18.1 ↑

4 Emirates [Middle East / Africa] n=584 14.6 4 13.3 ↑

5 Air France [European] n=234 5.9 6 5.8 ―

6 ● Peach Aviation [Japanese] n=222 5.6 5 6.2 ―

7 Lufthansa [European] n=221 5.5 9 4.9 ―

8 Delta Air Lines [South / North American] n=195 4.9 8 5.1 ―

9 Cathay Pacific Airways [Asian] n=189 4.7 7 5.6 ―

10 Qatar Airways [Middle East / Africa] n=177 4.4 13 3.8 ―

11 Thai Airways [Asian] n=173 4.3 15 3.7 ―

11 Finnair [European] n=173 4.3 16 3.7 ―

13 Hawaiian Airlines [Pacific / Oceania] n=163 4.1 14 3.8 ―

14 United Airlines [South / North American] n=156 3.9 11 4.1 ―

15 KLM Royal Dutch Airlines [European] n=141 3.5 12 3.9 ―

16 Skymark n=137 3.4 * * *

17 Qantas [Pacific / Oceania] n=118 3.0 18 2.5 ―

18 Air New Zealand [Pacific / Oceania] n=117 2.9 17 3.4 ―

19 American Airlines [South / North American] n=96 2.4 20 2.1 ―

20 Air Canada [South / North American] n=88 2.2 24 1.8 ―

20 Eva Air [Asian] n=88 2.2 19 2.3 ―

22 Turkish Airlines [European] n=81 2.0 24 1.8 ―

23 British Airways [European] n=79 2.0 23 1.9 ―

24 Etihad Airways [Middle East / Africa] n=77 1.9 21 2.0 ―

25 Korean Air [Asian] n=69 1.7 26 1.7 ―

26 ● Spring Japan n=58 1.5 22 2.0 ―

27 Scandinavian Airlines n=53 1.3 33 0.9 ―

28 ● Jetstar [Pacific / Oceania] n=52 1.3 26 1.7 ―

29 Vietnam Airlines [Asian] n=47 1.2 35 0.8 ―

30 Malaysia Airlines [Asian] n=46 1.2 37 0.7 ―

31 Asiana Airlines [Asian] n=45 1.1 30 1.0 ―

32 China Airlines [Asian] n=43 1.1 32 0.9 ―

33 Swiss International Airlines n=38 1.0 29 1.2 ―

34 ● Thai AirAsia X n=37 0.9 42 0.5 ―

35 Philippines Airlines [Asian] n=35 0.9 46 0.4 ―

36 Austrian Airlines n=34 0.9 * * *

37 Alitalia [European] n=31 0.8 33 0.9 ―

38 ● Tigerair Taiwan [Asian] n=29 0.7 36 0.7 ―

39 ● Scoot [Asian] n=24 0.6 38 0.7 ―

39 Garuda Indonesia [Asian] n=24 0.6 31 1.0 ―

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

42 ● NokScoot n=20 0.5 53 0.3 ―

42 ● Cebu Pacific Air [Asian] n=20 0.5 49 0.3 ―

44 Air China [Asian] n=19 0.5 45 0.4 ―

44 ● Jetstar Asia Airways n=19 0.5 39 0.6 ―

44 ● AirAsia X [Asian] n=19 0.5 28 1.4 ―

47 China Eastern Airlines [Asian] n=18 0.5 49 0.3 ―

48 Air Tahiti Nui n=17 0.4 40 0.6 ―

49 Aero Mexico n=15 0.4 44 0.4 ―

50 Cathay Dragonair (formerly Hong Kong Dragonair) n=13 0.3 43 0.5 ―

51 Aeroflot n=12 0.3 49 0.3 ―

52 Air Calédonie International n=11 0.3 66 0.1 ―

53 ● Air Busan n=10 0.3 48 0.3 ―

53 ● Thai Lion Air n=10 0.3 52 0.3 ―

55 Fiji Airways n=9 0.2 58 0.2 ―

55 ● Hong Kong Express Airways n=9 0.2 53 0.3 ―

57 ● T'Way Airlines [Asian] n=8 0.2 59 0.2 ―

58 ● Spring Airlines n=7 0.2 56 0.2 ―

58 China Southern Airlines n=7 0.2 59 0.2 ―

58 ● Air Seoul n=7 0.2 47 0.4 ―

58 ● Jin Air n=7 0.2 57 0.2 ―

62 Bangkok Airways n=6 0.2 66 0.1 ―

62 Ethiopian Airlines n=6 0.2 85 ― ―

62 LOT Polish Airlines n=6 0.2 59 0.2 ―

62 South African Airways n=6 0.2 72 0.1 ―

66 ● Eastar Jet n=4 0.1 59 0.2 ―

66 ● VietJet Air n=4 0.1 78 ― ―

66 Air Macau n=4 0.1 59 0.2 ―

66 Royal Brunei Airlines n=4 0.1 * * *

66 Aurora Airways (Former Sakhalin Airlines, former Vladivostok Airlines) n=4 0.1 66 0.1 ―

71 Air Indian n=3 0.1 66 0.1 ―

72 Xiamen (Amoy) Airlines n=2 0.1 * * *

72 Hainan Airlines n=2 0.1 64 0.1 ―

72 Juneyao Airlines n=2 0.1 78 ― ―

72 Shinzhen Air n=2 0.1 72 0.1 ―

72 Hong Kong Airlines n=2 0.1 53 0.3 ―

77 Air Niugini n=1 ― 66 0.1 ―

77 Okay Airways n=1 ― * * *

77 Sichuan Air n=1 ― 72 0.1 ―

77 Jet Airways n=1 ― 78 ― ―

77 Uzbekistan Airways n=1 ― 64 0.1 ―

77 Pakistan International Airlines n=1 ― 78 ― ―

77 S7 Aviation (former Siberian Airlines) n=1 ― 78 ― ―

77 EgyptAir n=1 ― 78 ― ―

85 Shandong Airlines n=0 ― 72 0.1 ―

85 Shanghai Airlines n=0 ― 72 0.1 ―

85 Zhejiang Loong Airlines (Loong Air) n=0 ― * * *

85 ● China United Airlines n=0 ― 85 ― ―

85 SriLankan Airlines n=0 ― 66 0.1 ―

85 Nepal Airlines n=0 ― * * *

85 Miat Mongolian Airlines n=0 ― 78 ― ―

Other n=21 0.5 0.7

Don't know n=232 5.8 7.0

2020 Survey 2019 Survey Rate ofincrease0 10 20 30 40 50 60 70

2020 Survey（％）

22

●When asked about the airlines they would like to use in the future, respondents who

answered All Nippon Airways (ANA) accounted for 63.6%, making it the top choice, as was

the case last year. Japan Airlines (JAL) was selected by 52.1%, an indication that the two

Japanese companies maintained high usage intention scores.

●Among the LCCs, Peach Aviation ranked 6th with a score of 5.6%.

5. Airlines Desired for Future Use

■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 2019 survey and 2020 survey.

Issue :JULY 2020

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

2020 Airline Satisfaction Survey · 2020. 7. 14. · 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