The Straits Times
The Customer Satisfaction Index of Singapore (CSISG) showed that consumers are more satisfied with full-service airlines now, but are still unhappy with the service of budget airlines. Full service airlines received a rating of 74.6 points, up 1.4 points from last year, while the budget airlines saw a drop of 3 points to 62.7. The quarterly survey by the SMU Institute of Service Excellence (ISES) showed that Singapore Airlines, Emirates, Qantas and Cathay Pacific had improved their ratings. Passengers listed hidden charges, frequent cancellations and lack of proper notice of changes as unhappiness against the budget airlines. Despite the lower rating, market share of budget airlines have increased.
Source
The Straits Times