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.
For your most recent "Business travel" where did you purchase your ticket?
For your most recent "Leisure travel" where did you purchase your ticket?
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
The connections were favorable
I have a frequent flier account with this airline
Airfare was better
I like the OTP of this airline
I like the service offered on this airline
I have lounge access when I fly this airline
I have a preference for the aircraft type
I have a friend or family working with the airline
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
To check-in
Baggage drop
Seat assignment
Getting from security hold to boarding gate
Boarding gate
Deplaning
Waiting for luggage at destination airport
9.Please state your satisfaction with the below:
Very dissatisfied
Not satisfied
Neutral
Satisfied
Very satisfied
The check-in staff was helpful and friendly
The airline ushers were helpful and friendly
Baggage handling
Self-check in counters
Courtesy of flight crew
Appearance of flight crew
Pilots communication with passengers
Quality of food and drinks
Food and drink options
Space for luggage
Very dissatisfied
Not satisfied
Neutral
Satisfied
Very satisfied
Cleanliness on the plane
Seat width and seat pitch
Noise level of aircraft
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.
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.
Considering all other factors as equal, which in-flight communication facility is more important to you; in-flight mobile telephony or broadband internet access?
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)
Have you ever used any of the following in-flight communication facilities on "Short haul" flights?(Select all that are applicable)
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)
Long haul
Short haul
What is the price in US$,you are willing to pay per minute for in-flight telephone services?
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)
17.
Yes
No
Do you favour, airlines allowing passengers to make cell phone calls during long "Long haul" flights?
Do you favour, airlines allowing passengers to make cell phone calls during "Short haul" flights?
If you answered ‘No’ for question 14, then what are your main concerns, not favouring in-flight mobile telephony? (Select all that apply)
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?
If airlines allow in-flight cell phone usage, would you like to use this service during "Short haul" flights?
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)
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)
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)
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)
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)
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)
Considering a "Short haul" flight how much would you be willing to pay for sending SMS through in-flight mobile service?(Per SMS)
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)
Considering a "Short haul" flight how much would you be willing to pay for receiving SMS through in-flight mobile service?(Per SMS)
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)
Considering a "Short haul" flight how much would you be willing to pay for sending/receiving email through in-flight mobile service?(Per Email)
What is your opinion about airlines blocking all incoming calls and allow you only to make outgoing calls?
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)
If you haven’t experienced recently introduced in-flight internet facility what is the reason behind it?
What was your main objective of using in-flight internet facility? (Please select all that apply)
30.
Yes
No
Do you use VOIP (voice over IP) software’s like Skype or Yahoo messenger frequently for "Business purpose"?
Do you use VOIP (voice over IP) software’s like Skype or Yahoo messenger frequently for "Personnel purpose"?
Considering the availability of both in-flight internet service with VOIP solution and in-flight mobile telephony, which communication channel will you prefer?
32.If you make in-flight mobile calls how do you like to pay for the service?
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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