The travel industry in Australia and New Zealand has experienced a significant shift in consumer trust and preference, according to the latest 2025 Customer Satisfaction Awards by Finder. These awards, based on surveys of over 60,000 travelers, reveal that international airlines are now dominating consumer rankings for trust, loyalty, and service quality.
Despite a strong regional presence, local carriers from Australia and New Zealand have fallen behind their international counterparts in key categories such as perceived value and reliability. A leading international airline was named the most loved and most recommended airline by Australian travelers, praised for its consistent service quality, comfort, and value.
Additionally, other prominent international airlines received recognition as the most trusted brand and for offering the best frequent flyer programs. Their reputation for dependability, especially on long-haul routes, has increased their appeal among Australians planning international trips, which now number around 7.3 million annually.
Within the travel agency sector, the awards highlighted providers known for offering affordable packages and creating memorable travel experiences through personalized services. Online platforms like Skyscanner, Trivago, and Booking.com continue to gain prominence for their ease of use and comprehensive planning features, reflecting a broader trend towards digital travel booking tools.
This evolving landscape presents opportunities and challenges for domestic carriers, which must innovate and elevate their service standards to regain trust amid the rising dominance of international brands. As demand for international travel surges, the industry is poised for further changes driven by consumer expectations for reliability, service excellence, and value.
