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Surveys
2013
November
A
AirWays Customer Satisfaction Survey
AirWays Customer Satisfaction Survey
0%
Including today's trip, how many total
air round trips
have you made in the last 12 months for the main purposes indicated below?
1-2
3-5
6-10
11-20
21-40
41-60
60+
Main purpose was business
Main purpose was pleasure/personal
Please rate the services you received from the reservation agent when making your travel arrangements for this flight.
Don't Know/Don't Recall
Among the Worst
Not as good as Most
About the same as Most
Better than Most
Among the Best
Speed in getting through to Agent
Helpfulness of Agent
Courtesy of Reservation Agent
Accuracy of flight information
Accuracy of fare information
Please tell us how important each of the following was in making your decision to choose (Airline) for today's flight.
Not at all Important
Somewhat Important
Very Important
(Airline's) departure and/or arrival time was more convenient
(Airline's) flight had fewer stops or better connections
(Airline's) air fare was better
(Airline's) frequent flyer program
(Airline's) inflight services are better (meals, movies, flight attendants, etc.)
(Airline's) ground services are better (ticketing, baggage handling, check-in, etc.)
Personal preference for (Airline)
(Airline) was the only airline with seats available
Travel agent/Company travel department recommendation of (Airline)
Aircraft preference
Please answer Yes, No or Not Sure to the following statements about the air fare (price of ticket) for the trip you are taking today:
Yes
No
Not Sure
I was planning this trip
to this destination at this time
regardless of the fare
I was planning this trip on another airline, but switched to (Airline) because of the fare
I was planning this trip with no particular airline in mind and selected (Airline) because of the fare
I was planning a trip to another destination, but switched to this destination because of the fare
I was planning this trip at a later or earlier time, but changed my plans to go now because of the fare
I was planning to drive or take the bus/train to this destination, but decided to fly because of the fare
I was not planning to take this trip at all, but decided to go because of the fare
What is your main purpose in taking this trip? (Please check only one answer.)
Business
Pleasure/Personal
For each of these areas that you used at the airport today, please indicate how long you waited in line, and whether that wait was acceptable or not.
Didn't Use
No Wait
0-5 min.
6-10 min.
11-20 min.
20+ min.
Acceptable Wait?
Yes
No
Other
Aircraft boarding
Boarding gate counter
Security check point
Express baggage/seat check-in counter
Ticket counter
Curbside baggage check
Which of the following phrases best describe the exact nature of this trip? (Fill in all that apply)
Internal company business (visit regional office, plant or attend a company meeting)
External company business (sales call, visit customer or vendor)
Official government/military business
Attend industry meeting/trade show
Attend a convention
Accompany family member on business/convention
Other business (not described above)
Incentive travel (company-paid pleasure trip)
Visit friends/relatives
Visit resort
Cruise
My trip will (did) include plans to sightsee
My trip will (did) include plans to ski
My trip will (did) include plans to golf/play tennis
Personal affairs (moving; to/from school)
Personal emergency (illness, etc.)
Vacation or other personal reason
Internal Data Structure Error
Among the Best
Better than Most
About the same as Most
Not as good as Most
Among the Worst
Overall, how courteous and helpful were (Airline's)
personnel
at the airport you just departed?
Did you
yourself
call to make the arrangements for this flight?
Yes
No
If you were particularly
dissatisfied
with any of (Airline's)
procedures
at the airport you just departed, please indicate which area(s).
Curbside baggage check-in
(Airline) ticket counter
Express baggage/Seat check-in counter
Security checkpoint
Red Carpet Room
Boarding gate check-in counter
Aircraft boarding
Other
If you were particulary
dissatisfied
with any of (Airline's)
personnel
at the airport you just departed, please indicate which personnel.
Sky Cap
Ticket counter agent
Express baggage agent
Security checkpoint personnel
Red Carpet Room receptionist
Boarding gate agent(s)
Flight attendant (during boarding)
Other
What is your occupation?
Executive/Manager
Government/Military
Teacher/Professor
Professional/Technical
Salesman/Buyer
Craftsman/Laborer
Religious/Clergy
Farmer
Secretary/Clerk/Office worker
Airline employee/Travel agent
Homemaker
Student
Self-Employed
Retired
Unemployed
Other
Are you:
Male
Female
Are you:
Married
Single
Widowed
Divorced
What age group are you in?
12 - 17
18 - 21
22 - 29
30 - 39
40 - 49
50 - 59
60 - 64
65 & over
Where do you live?
USA
Canada
Mexico
Europe
Orient
South America
Other
If USA, what is your ZIP Code?
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