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Airline service evaluation survey questions + Sample questionnaire template

Airline Service Evaluation Survey Template offers questions to evaluate all aspects of air travel service. In order to improve the flying experience, most airlines prefer taking inputs for questionnaires. This sample contains a list of comprehensive questions that can help in gathering feedback about scope of improvement in terms of time management, food quality or customer 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)
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)
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?
If you were particularly dissatisfied with any of (Airline's) procedures at the airport you just departed, please indicate which area(s).
If you were particulary dissatisfied with any of (Airline's) personnel at the airport you just departed, please indicate which personnel.
What is your occupation?
Are you:
Are you:
What age group are you in?
Where do you live?
If USA, what is your ZIP Code?