Service quality of low-cost long-haul airlines – The case of Jetstar Airways and AirAsia X

The study investigates why passengers choose a particular airline when travelling on a long-haul low cost carriers focusing on Asia and Oceania. A survey of Jetstar and AirAsia X passengers finds that assurance is the most important factor when choosing long-haul low cost carriers, followed by two other important factors-airfare and reliability. These results suggest that there are no significant differences regarding service quality between Jetstar Airways and AirAsia X.

► Airfare is not the most important factor for passengers in choosing between Jetstar and AirAsia X long-haul LCCs. ► Assurance is the most important factor for passengers to choose long-haul LCCs. ► Australian passengers prefer Jetstar and Asia passengers prefer AirAsia X.