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  1. Surveys
  2. 2005
  3. April
  4. V
  5. Vietnam Airlines' Passenger Service Survey
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GENERAL INFORMATION
 

1. Are you a member of the frequent flyer program of Vietnam Airlines?
 
Yes
 
No
 
 

2. Gender:
 
Male
 
Female
 
 

3. Age:
 
Under 18
 
18 - 24
 
25 - 34
 
35 - 44
 
45 - 54
 
55 - 64
 
65 +
 
 

4. Marital status
 
Single
 
Married/Living together
 
Widowed/Divorced/Seperated
 
Rather not say
 
 

5. Occupation:
 
Senior personnel
 
Junior personnel
 
Middle management/non-manual
 
Skilled manual worker
 
Semi/un-skilled worker
 
Not working
 
Other
 
 

6. Your main purpose of your travel(s):
 
Business
 
Education/Employment
 
Convention
 
Leisure/Tourism
 
Visiting friends/relatives
 
Other

 
 

7. Why did you choose to fly with Vietnam Airlines?
 
Recommended by travel agent
 
Part of tour package
 
Cheapest airfare
 
Contented with VNA services in the past
 
Convenient flight departure/Arrival time
 
Quality of service
 
Shortest fly time/Non-stop flight
 
Only flight available
 
I'm a member of Golden Lotus Plus program
 
Others

 
 
 
SERVICE QUALITY RATING
 

Booking the ticket
 
 

8. Did you book the ticket by yourself?
 
Yes
 
No
 
 

9. Where was it booked?
 
Vietnam Airlines call centre/office
 
Travel agent (part of package)
 
Travel agent (flight only)
 
Other websites
 
Other
 
Don't know
 
 

Very poor Poor Ok Good Excellent
10. Overal rating for VNA telephone ticketing services
 
 

Very poor Poor Ok Good Excellent
11. Overal rating for VNA office ticketing services
 
 

12. Check in at the airport
 

Very poor Poor Ok Good Excellent
Total time taken
Friendliness of staff
Efficiency of staff
Staff smartness and grooming
Taking account of any stated seating preferences
And overall, how would you rate check
 
 

13. Boarding and Departure


 

Very poor Poor Ok Good Excellent
Clarity of boarding annoucement
Courtesy and politeness of gate staff
Carefulness and comprehensiveness of the guidence of gate staff
Convenience of boarding process
Your overall rating for boarding procedure
 
 

14. Aircraft and Cabin
 

Very poor Poor Ok Good Excellent
First impression (on boarding)
Cleanliness of cabin/seats ( on boarding)
Attactiveness of cabin/decor
Lighting
Temperature
Spaciouness of cabin
Amount of storage space
Tidiness during the flight
Cleanliness of lavatories
Your overall rating for aircraft and cabin
 
 

15. Cabin crew
 

Very poor Poor Ok Good Very good
Friendliness
Having a positive attitude
Making you feel well looked after
Availability during the flight
Responsiveness to request
Professionalism
Smartness and grooming
Seriousness of working behavior
Providing information on request
Your overall rating for cabin crew
 
 

16. Announcement and information delivery during the flight
 

Very poor Poor Ok Good Excellent
Pronunciation of cabin crew
Fluency of cabin crew
Sufficiency of information by cabin crew about the flight
Clarity and sufficiency of information display on video screens
Your overall rating
 
 

17. Onboard catering
 

Very poor Poor Ok Good Excellent
Making it possible for you to eat and drink when you wanted to
How was the food served
Choice (range) of food
Quality of food
Appearance of food
Temperature of food
Enjoyment of food
Selection of beverage
Quality of beverage
Presentation/attractivenes of plates, tray etc
Your overall rating for the onboard catering
 
 

18. Did you receive your first choice of items selected from the menu
Yes No
 
 

Magazines and newspapers
 

19. Is the quantity of newspapers sufficient for your reading need?
 
Yes
 
No
 
 

20. Are the newspapers among your favorites
 
Yes
 
No
 
 

21. Did you read Heritage/Heritage fashion magazines supplied at your seat
 
Yes
 
No --> skip question 22
 
 

22. If yes, how would you rate:
 

Very poor Poor Ok Good Excellent
Content of magazine
Design of magazine
Printing quality of magazine
 
 

Inflight entertainment program
 
 

23. Which type(s) of the follwing inflight entertainment did you experience?
 
Video
 
Music
 
Game
 
None --> skip question 24

 
 

24. How would you rate the followings:
 

Very poor Poor Ok Good Excellent
Selection of video programs
Quality of video sound and picture
Selection of audio program
Quality of audio sound
Selection of game
The inflight entertainment guide info
Ease of use
Your overall rating
 
 

25. If there were any problems regarding inflight audio/visual entertainment, did you report to the cabin crew?
 
No
 
Yes and they fixed it
 
Yes but they could not fix it
 
 

26. Inflight shopping: Did you purchase any duty free items onboard?
 
Yes
 
No, it was not offered
 
No, it was pre-ordered
 
No, purchased items at the airport
 
No, nothing of interest
 
No, poor value for money
 
No, any other reason
 
 

Very poor Poor Ok Good Excellent
27. Amenity kits: How would you rate your amenity kit? (eye shade, toothbrush, etc)
 
 

YOUR OVERALL EXPERIENCE
 

Very dissatisfied Very satisfied
28. Your overall satisfaction with Vietnam Airlines
 
 

Definitely Probably Unsure Probably not Definitely not
29. How likely would you be to fly Vietnam Airlines again?
 
 

Definitely Probably Unsure Probably not Definitely not
30. How likely would you to be recommend Vietnam Airlines to others?
 
 

Much better Better About the same Worse Much worse
31. How was the experience with Vietnam Airlines compared to your expections?
 
 

Very poor Poor Ok Good Excellent
32. How would you rate your flight with Vietnam Airlines in terms of value for money?
 
 
 
33. If you have any further comments, please specify
   
 
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