Survey Templates Service Evaluation Surveys Airline Passenger Satisfaction Survey + Feedback Questionnaire Sample Template

Airline Passenger Satisfaction Survey + Feedback Questionnaire Sample Template

The airline passenger satisfaction survey is an in-depth feedback questionnaire that an airline sends to its passenger to collect feedback about the flying experience. This sample survey template helps collect data on a macro and micro level from all the passengers on each flight to monitor service quality and collect feedback about any deterioration of services. These survey questions can be tweaked to collect data about each aspect of a flight experience and manage services and training according to the customers expectations, wants and likes.

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1.How many times have you flown in the past 12 months? (Count a return trip as two)

What was the purpose of your most recent trip?

Business

Leisure

Both

Other

3.Please indicate the cabin class you usually fly when travelling for "Business purpose".

First Class

Business Class

Economy Class

Please indicate the cabin class you usually fly when travelling on "Leisure".

First Class

Business Class

Economy Class

5.Which are your three most preferred airlines when making long haul flights (Flights more than 6 hours)?
(Please insert one name per line)

5.Which are your three most preferred airlines when making short haul flights(Flights less than 6 hours)?
(Please insert one name per line)

6.

	Airline sales office	Company travel department	Airline desk at the airport	Travel agent	Airline website	Online travel agents (Example Opodo, Travelocity etc)	Others
For your most recent "Business travel" where did you purchase your ticket?	Airline sales office	Company travel department	Airline desk at the airport	Travel agent	Airline website	Online travel agents (Example Opodo, Travelocity etc)	Others

For your most recent "Leisure travel" where did you purchase your ticket?	Airline sales office	Company travel department	Airline desk at the airport	Travel agent	Airline website	Online travel agents (Example Opodo, Travelocity etc)	Others

7.Please state your agreement with the reason you pick an airline:

	Strongly disagree	Disagree	Neutral	Agree	Strongly agree
The departure and arrival time was favorable	Strongly disagree	Disagree	Neutral	Agree	Strongly agree

The connections were favorable	Strongly disagree	Disagree	Neutral	Agree	Strongly agree

I have a frequent flier account with this airline	Strongly disagree	Disagree	Neutral	Agree	Strongly agree

Airfare was better	Strongly disagree	Disagree	Neutral	Agree	Strongly agree

I like the OTP of this airline	Strongly disagree	Disagree	Neutral	Agree	Strongly agree

I like the service offered on this airline	Strongly disagree	Disagree	Neutral	Agree	Strongly agree

I have lounge access when I fly this airline	Strongly disagree	Disagree	Neutral	Agree	Strongly agree

I have a preference for the aircraft type	Strongly disagree	Disagree	Neutral	Agree	Strongly agree

I have a friend or family working with the airline	Strongly disagree	Disagree	Neutral	Agree	Strongly agree

8.Please rate how long you waited in line:

	Didn’t use	0-10 mins	11-20 mins	20-30 mins	30 mins or more
At the ticket counter	Didn’t use	0-10 mins	11-20 mins	20-30 mins	30 mins or more

To check-in	Didn’t use	0-10 mins	11-20 mins	20-30 mins	30 mins or more

Baggage drop	Didn’t use	0-10 mins	11-20 mins	20-30 mins	30 mins or more

Seat assignment	Didn’t use	0-10 mins	11-20 mins	20-30 mins	30 mins or more

Getting from security hold to boarding gate	Didn’t use	0-10 mins	11-20 mins	20-30 mins	30 mins or more

Boarding gate	Didn’t use	0-10 mins	11-20 mins	20-30 mins	30 mins or more

Deplaning	Didn’t use	0-10 mins	11-20 mins	20-30 mins	30 mins or more

Waiting for luggage at destination airport	Didn’t use	0-10 mins	11-20 mins	20-30 mins	30 mins or more

9.Please state your satisfaction with the below:

	Very dissatisfied	Not satisfied	Neutral	Satisfied	Very satisfied
The check-in staff was helpful and friendly	Very dissatisfied	Not satisfied	Neutral	Satisfied	Very satisfied

The airline ushers were helpful and friendly	Very dissatisfied	Not satisfied	Neutral	Satisfied	Very satisfied

Baggage handling	Very dissatisfied	Not satisfied	Neutral	Satisfied	Very satisfied

Self-check in counters	Very dissatisfied	Not satisfied	Neutral	Satisfied	Very satisfied

Courtesy of flight crew	Very dissatisfied	Not satisfied	Neutral	Satisfied	Very satisfied

Appearance of flight crew	Very dissatisfied	Not satisfied	Neutral	Satisfied	Very satisfied

Pilots communication with passengers	Very dissatisfied	Not satisfied	Neutral	Satisfied	Very satisfied

Quality of food and drinks	Very dissatisfied	Not satisfied	Neutral	Satisfied	Very satisfied

Food and drink options	Very dissatisfied	Not satisfied	Neutral	Satisfied	Very satisfied

Space for luggage	Very dissatisfied	Not satisfied	Neutral	Satisfied	Very satisfied

	Very dissatisfied	Not satisfied	Neutral	Satisfied	Very satisfied
Cleanliness on the plane	Very dissatisfied	Not satisfied	Neutral	Satisfied	Very satisfied

Seat width and seat pitch	Very dissatisfied	Not satisfied	Neutral	Satisfied	Very satisfied

Noise level of aircraft	Very dissatisfied	Not satisfied	Neutral	Satisfied	Very satisfied

10.

	Schedule	Punctuality	In-flight catering	In-flight internet	In-flight telephony	In-flight mobile telephony	In-flight entertainment	Frequent flyer programme	Ticket price	Airline image
What are the most influential factors that affect your choice of airlines for "Business travel"? Please rank the following factors between 1 and 5, 5 being most important and 1 being least important.	Schedule	Punctuality	In-flight catering	In-flight internet	In-flight telephony	In-flight mobile telephony	In-flight entertainment	Frequent flyer programme	Ticket price	Airline image

11.

	Schedule	Punctuality	In-flight catering	In-flight internet	In-flight telephony	In-flight mobile telephony	In-flight entertainment	Frequent flyer programme	Ticket price	Airline image
What are the most influential factors that affect your choice of airlines for "Leisure travel"? Please rank the following factors between 1 and 5, 5 being most important and 1 being least important.	Schedule	Punctuality	In-flight catering	In-flight internet	In-flight telephony	In-flight mobile telephony	In-flight entertainment	Frequent flyer programme	Ticket price	Airline image

Considering all other factors as equal, which in-flight communication facility is more important to you; in-flight mobile telephony or broadband internet access?

Broadband internet access

In-flight mobile telephony

Both

Neither

13.

	Fax	E-mail	In-flight telephony	In-flight Internet	None
Have you ever used any of the following in-flight communication facilities on "Long haul" flights?(Select all that are applicable)	Fax	E-mail	In-flight telephony	In-flight Internet	None

Have you ever used any of the following in-flight communication facilities on "Short haul" flights?(Select all that are applicable)	Fax	E-mail	In-flight telephony	In-flight Internet	None

14.

	Ease of operation	Value for money	Payment options	Voice quality
If you have used in-flight telephony, how would you rate your experience? (Please score between 5 for very good and 1 for very poor)	Ease of operation	Value for money	Payment options	Voice quality

	Long haul	Short haul
What is the price in US$,you are willing to pay per minute for in-flight telephone services?	Long haul	Short haul

16.

	Business calls	Personnel calls	Business messaging	Personnel messaging	Checking email’s	Document reader	Gaming	Music player	Internet
Can you please rate your main objectives of using a cell phone in general? (Please rank between 5 for most important and 1 for least important)	Business calls	Personnel calls	Business messaging	Personnel messaging	Checking email’s	Document reader	Gaming	Music player	Internet

17.

	Yes	No
Do you favour, airlines allowing passengers to make cell phone calls during long "Long haul" flights?	Yes	No

Do you favour, airlines allowing passengers to make cell phone calls during "Short haul" flights?	Yes	No

If you answered ‘No’ for question 14, then what are your main concerns, not favouring in-flight mobile telephony? (Select all that apply)

Safety concern

Elevated noise inside the cabin Sleep disturbance

Personnel Privacy issues

Other

19.

	Yes	No	Don't know
If airlines allow in-flight cell phone usage, would you like to use this service during "Long haul" flights?	Yes	No	Don't know

If airlines allow in-flight cell phone usage, would you like to use this service during "Short haul" flights?	Yes	No	Don't know

20.

	Business calls	Personnel calls	Business messaging	Personnel messaging	Checking email’s	Live television	Internet
If in-flight mobile telephony is available to you, can you rate your primary purpose of using this service? (Please score between 5 for most important and 1 for least important)	Business calls	Personnel calls	Business messaging	Personnel messaging	Checking email’s	Live television	Internet

21.

	$1.0	$1.5	$1.75	$2.0	$2.25	$2.5	$2.75	$3.0
Considering a "Long haul" flight how much would you be willing to pay per minute for making outgoing voice calls through in-flight mobile service ? (All voice calls to and from the aircraft will be incur roaming charges)	$1.0	$1.5	$1.75	$2.0	$2.25	$2.5	$2.75	$3.0

Considering a "Short haul" flight how much would you be willing to pay per minute for making outgoing voice calls through in-flight mobile service? ((All voice calls to and from the aircraft will be incur roaming charges)	$1.0	$1.5	$1.75	$2.0	$2.25	$2.5	$2.75	$3.0

22.

	$0	$0.5	$1.0	$1.5	$2.0	$2.5	$2.75	$3.0
Considering a "Long haul" flight how much would you be willing to pay per minute for receiving voice calls through in-flight mobile service ? (All voice calls to and from the aircraft will include roaming charges)	$0	$0.5	$1.0	$1.5	$2.0	$2.5	$2.75	$3.0

Considering a "Short haul" flight how much would you be willing to pay per minute for receiving voice calls through in-flight mobile service ? (All voice calls to and from the aircraft will include roaming charges)	$0	$0.5	$1.0	$1.5	$2.0	$2.5	$2.75	$3.0

23.

	$0.3	$0.4	$0.5	$0.6	$0.7	$0.8	$1.0
Considering a "Long haul" flight how much would you be willing to pay for sending SMS through in-flight mobile service?(Per SMS)	$0.3	$0.4	$0.5	$0.6	$0.7	$0.8	$1.0

Considering a "Short haul" flight how much would you be willing to pay for sending SMS through in-flight mobile service?(Per SMS)	$0.3	$0.4	$0.5	$0.6	$0.7	$0.8	$1.0

24.

	$0	$0.3	$0.4	$0.5	$0.6	$0.7	$0.8	$1.0
Considering a "Long haul" flight how much would you be willing to pay for receiving SMS through in-flight mobile service?(Per SMS)	$0	$0.3	$0.4	$0.5	$0.6	$0.7	$0.8	$1.0

Considering a "Short haul" flight how much would you be willing to pay for receiving SMS through in-flight mobile service?(Per SMS)	$0	$0.3	$0.4	$0.5	$0.6	$0.7	$0.8	$1.0

25.

	$0.5	$1.0	$1.5
Considering a "Long haul" flight how much would you be willing to pay for sending/receiving email through in-flight mobile service?(Per Email)	$0.5	$1.0	$1.5

Considering a "Short haul" flight how much would you be willing to pay for sending/receiving email through in-flight mobile service?(Per Email)	$0.5	$1.0	$1.5

What is your opinion about airlines blocking all incoming calls and allow you only to make outgoing calls?

I favour it

Do not favour

Don’t know

27.

	Ease of connection	Speed	Value for money	Reliability
If you have experienced recently introduced in-flight internet facility can you please rate your experience? (Please rate between 5 for excellent and 1 for poor)	Ease of connection	Speed	Value for money	Reliability

If you haven’t experienced recently introduced in-flight internet facility what is the reason behind it?

Non availability of service

Lack of laptop

High cost

Not interested

Other

What was your main objective of using in-flight internet facility? (Please select all that apply)

Business Emails

Personnel Emails

Chatting

Browsing

Connecting to company’s VPN

Gaming

Other

30.

	Yes	No
Do you use VOIP (voice over IP) software’s like Skype or Yahoo messenger frequently for "Business purpose"?	Yes	No

Do you use VOIP (voice over IP) software’s like Skype or Yahoo messenger frequently for "Personnel purpose"?	Yes	No

Considering the availability of both in-flight internet service with VOIP solution and in-flight mobile telephony, which communication channel will you prefer?

In-flight internet with VOIP

Mobile telephone

Both

32.If you make in-flight mobile calls how do you like to pay for the service?

Charge directly to my mobile bill

Credit Card

Paying cash on-board

Buying pre-paid vouchers

Other

What is your gender?

Female

Male

Please select your age group

18 – 24

25 – 32

33 – 42

43 – 52

53 – 62

63 +

Please select your occupation

Director/ Executive

Professional

Admin/Managerial

Student

Unemployed

Retired

Other

Please indicate your residential location

Africa

Asia

Australia & New Zealand

Middle East

Europe

South America

North America

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Benefits of using the Airline Passenger Satisfaction Survey Template

1. Measure customer satisfaction
Tracking customer satisfaction is important for all brands. Without that, you will not know how satisfied your customers are and which areas need improvement. Use this template to track and measure customer satisfaction and find inputs on how to improve your brand's CSAT score.

2. Seek feedback for improvement
Through a mixture of various question types, this questionnaire aims to see honest and candid feedback from customers for improving customer experience and satisfaction. There are many things that can go right or wrong for travelers, from booking a ticket to landing at their destination. It is crucial brands follow all these touchpoints to ensure a smooth and satisfying customer experience.

3. Pinpoint specific areas of improvement
The template lets you identify and isolate specific areas that need improvement. Using this, you can plug any existing gaps and improve overall customer satisfaction and experience.

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