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Passenger service and rights in an LCC world

With two low cost carriers, one new world carrier and a legacy carrier serving the Australian domestic market, customer service and the rights of passengers have evolved since the market was deregulated in the early 1990s.

In a recent Choice Magazine survey of members on Australia’s major domestic carriers, low cost carriers Jetstar and Tiger came in for criticism on their communication on delays and flight changes, while Qantas was criticised for its perceived poor service standards. By comparison, Virgin Blue was voted the best domestic airline, with comments from the survey citing convenience and high service standards.

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