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Survey Templates Service Evaluation Surveys Airline Passenger Satisfaction Survey + Feedback Questionnaire Sample Template

Airline Passenger Satisfaction Survey + Feedback Questionnaire Sample Template

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.


1.How many times have you flown in the past 12 months? (Count a return trip as two)
What was the purpose of your most recent trip?
3.Please indicate the cabin class you usually fly when travelling for "Business purpose".
Please indicate the cabin class you usually fly when travelling on "Leisure".
5.Which are your three most preferred airlines when making long haul flights (Flights more than 6 hours)?
(Please insert one name per line)
5.Which are your three most preferred airlines when making short haul flights(Flights less than 6 hours)?
(Please insert one name per line)
6.
7.Please state your agreement with the reason you pick an airline:
8.Please rate how long you waited in line:
9.Please state your satisfaction with the below:
10.
11.
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.
14.
16.
17.
If you answered ‘No’ for question 14, then what are your main concerns, not favouring in-flight mobile telephony? (Select all that apply)
19.
20.
21.
22.
23.
24.
25.
What is your opinion about airlines blocking all incoming calls and allow you only to make outgoing calls?
27.
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.
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?
What is your gender?
Please select your age group
Please select your occupation
Please indicate your residential location

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.