Discover the airline most Australian customers rate as number one.
There are many ways to judge an airline, and plenty of organisations that try to do just that. But what you really want to know when booking your flights is what other customers think – and that’s where Roy Morgan’s Annual Customer Satisfaction Awards come in.
To judge the winners, long-running Australian market research company Roy Morgan collects customer satisfaction ratings based on about 60,000 surveys from people around Australia based on the previous 12 months. Making it the world’s most comprehensive ongoing single-source survey.
Singapore Airlines took out top spot for the fifth year running. (Image: Shawn P)
Why Singapore Airlines?
Roy Morgan CEO Michele Levine said Singapore Airlines continues to outperform other
international airlines, and, considering the monthly breakdown, seems to be furthering its lead on the pack.
“For the first time, Singapore Airlines won all 12 monthly satisfaction awards in 2024 and
with an average customer satisfaction of 94.3 per cent," Levine explained, “[It] finished among the most trusted brands in Australia across all 38 categories. 2024 has truly been a stunning and successful year for Singapore Airlines."
The airline places its winning streak on its continued focus to invest in new products and services to enhance customer experience around the world. Things like the lifestyle rewards app Kris+ and the ability for customers to earn or redeem KrisFlyer miles across a diverse range of tours, attractions and events.
The airline had a customer satisfaction of 94.3 per cent. (Image: Emily Rusch)
Other top airlines
Emirates, Fiji Airways, Cathay Pacific and Air New Zealand were all regularly featured in the month-to-month breakdowns of best international airline, giving Singapore Airlines stiff competition.
“In an extremely competitive and hard-fought industry, the consistent high performance of Singapore Airlines in delivering unmatched levels of customer satisfaction to travelling Australians is impressive," said Levine.
“Singapore Airlines emerged from the pandemic period on the front foot and the airline is clearly the satisfying airline for Australians setting off on overseas adventures."
There was stiff competition. (Image: Skyler Smith)
Australia’s winner
A little closer to home, Rex was the overall winner for Domestic Airline of the Year, beating out Qantas, Virgin and Jetstar.
Rex took out top spot for Domestic Airline of the Year. (Image: David Syphers)
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Kassia Byrnes is the Native Content Editor for International Traveller. She's come a long way since writing in her diary about family trips to Grandma's. After graduating a BA of Communication from University of Technology Sydney, she has been writing about her travels (and more) professionally for over 10 years for titles like AWOL, News.com.au, Pedestrian.TV, Body + Soul and Punkee. She's addicted to travel but has a terrible sense of direction, so you can usually find her getting lost somewhere new around the world. Luckily, she loves to explore and have new adventures – whether that’s exploring the backstreets, bungee jumping off a bridge or hiking for days.
Wellbeing means different things to different travellers. Here’s how to pick a hotel that gets it right for you.
The best wellness holidays aren’t necessarily spent wrapped in a spa robe. Sometimes they’re found around a dinner table in Cambodia, on a hiking trail in New Zealand or after finally beating jet lag on the other side of the world. The hotel you choose is what makes them happen.
1. Easy access to good food
Taste delicious meals at Novotel Bangkok Sukhumvit 20.
One of the quickest ways to derail healthy habits on holiday is to spend half of it working out where to eat instead of digging into the culture around you. Thankfully, Novotel has done much of the hard work already, with chefs building menus that lean into the flavours, ingredients and traditions of each destination.
In Sihanoukville, Cambodia, Korkor soup – often dubbed ‘Cambodian ratatouille’ – sits alongside raw blue crab dressed with lime and chilli, best enjoyed with views across the Gulf of Thailand.
In the lovingly chaotic city of Bangkok, the presence of food cranks up the sociability. At Novotel Bangkok Sukhumvit 20, you can settle in with mango sticky rice and stranger-turned-friends beside the pool at Sky on 20 rooftop bar, or bring them along to tackle river prawns and stir-fried crab with holy basil at the buzzing Crab Paradise Dinner Buffet.
Then Novotel Dubai Al Barsha welcomes you with a laidback twist on the level of indulgence the Middle Eastern city is best known for up on Deck Se7en. Looking towards Burj Al Arab, the rooftop lounge has everything from Mediterranean-style dishes like seabass ceviche to Italian prosecco sundowners.
At the other end of the scale, in the hills that surround the Novotel Bali Ubud Resort, calm comes from nature. At Siralada restaurant, Balinese traditions shape the menu while thunder rumbles over the surrounding jungle – proving the setting is as nourishing as the food itself.
While at Novotel Nha Trang, chef Kieu Thi My Hanh and her team showcase Vietnam’s knack for balancing freshness, texture and fragrant herbs. Pho remains a favourite, while seafood salad with pomelo and mango brings those flavours together in one bright dish.
It’s all an approach backed by partnerships with expert food creators such as Alfie Steiner, whose plant-forward recipes prove healthy food should never taste plain.
2. Better sleep options
Sleep deeply with Novotel.
There are few travel experiences more disappointing than arriving in a new country, determined to seize the day, only to fall asleep fully clothed by 3pm.
For Australian travellers, jet lag is often an unavoidable part of the journey. That’s one reason Novotel runs sleep-focused initiatives that help guests adjust quickly without compromising on health. We’re talking partnerships with Sydney-based sleep specialist Olivia Arezzolo, known for her advice on everything from better sleep habits to beating jet lag, alongside features like pillow menus, in-room yoga content and tailored sleep guidance.
The sooner you’re operating on local time, the sooner you can get back to more pressing matters – like deciding which spa treatment to book.
3. More ways to move
Stay at Novotel Queenstown Lakeside and explore local hiking trails. (Credit: GettyI mages/ naruedom)
Every place in the world has its own way of getting you moving: whether that’s hiking up ice-bitten mountains before a sauna or gentle stretching by the pool before a facial. From fitness centres to spas, Novotel recognises that wellbeing rarely looks the same.
At Novotel Queenstown Lakeside, activity is inescapable. Here, hiking trails, ski fields, bungee jumps, and white-water rafting have made the region famous. The hotel’s location on the shores of Lake Wakatipu means less time spent organising yourself and more time out there experiencing them. To top it all off, you can book a private hot tub for the evening before heading back into the wilderness tomorrow.
Bali, of course, takes a softer approach. At Novotel Bali Ubud Resort or Novotel Bali Nusa Dua, movement is less about conquering a mountain and more about a dance class between the tropical gardens and lagoon pools. Afterwards, the spa takes over, with traditional treatments like a Lulur body scrub: a combination of rice, turmeric, sandalwood, ginger and jasmine that’ll soothe muscles already relaxed by the Balinese heat.
4. Better connections
Kids will love a stay at Novotel Sharm El Sheikh.
One of the best things about travel is that it gives your family stories you’ll be telling for years. Novotel helps create them with activities that bring everyone together, whether that’s trying something new, learning a local skill, or simply spending more time together.
Go for a distinctly Thai twist at Novotel Phuket Vintage Park, where many of the family activities draw on local culture. Kids can try everything from beginner Thai boxing and language lessons to umbrella painting and – a pastime beloved by children the world over – pool foam parties. Everyone is welcome to join in, whether that’s getting splashed, covered in paint, or simply watching their children discover a new side of Thailand during the dedicated Family & Kids Day.
A different adventure awaits at Novotel Sharm El Sheikh. Kids could be perfectly content with discos, drawing classes and new holiday friends, but the Red Sea has other ideas. Sitting on the edge of Naama Bay, days here might involve snorkelling colourful reefs, taking a boat trip to Ras Mohammed National Park or heading into the desert by quad bike or camel for a Bedouin-style dinner beneath the stars.
Everyone’s idea of wellness looks a little different. With more than 600 hotels across 65 countries, Novotel gives guests the freedom to choose the destination that suits them best. Whether that’s a beachside escape in Phuket, an alpine expedition in Queenstown or a city break in Bangkok, there’s a good chance a Novotel isn’t far away.
All that’s left? Choosing your version of wellbeing.
