Airline Service Evaluation

Evaluation of all aspects of air travel service



   
 
Dear Passenger:

We are delighted you have chosen to travel with us. In order to provide you with the best possible travel experience, we would like to know a little more about you and the purpose of your travel. Please help us by taking a few moments to complete this questionnaire.

Thank you for your assistance.
 
   
Please rate the services you received from the reservation agent while 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 followings were 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
Aircraft boarding
Boarding gate counter
Security check point
Express baggage/seat check-in counter
Ticket counter
Curbside baggage check
Other
 
   
 
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

 
   
 
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
 
Asia
 
South America
 
Other
 
   
 
If USA, what is your ZIP Code?
   
 

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