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)
   
 
2. 
What was the purpose of your most recent trip?
Business Leisure Both Other  
 
 
3. Please indicate the cabin class you usually fly when travelling for "Business purpose".
First Class Business Class Economy Class
 
4. 
Please indicate the cabin class you usually fly when travelling on "Leisure".
First Class Business Class Economy Class
 
 
5. Which are your three most preferred airlines when making long haul flights (Flights more than 6 hours)?
(Please insert one name per line)
   
Which are your three most preferred airlines when making short haul flights(Flights less than 6 hours)?
(Please insert one name per line)
   
 
6. 
Airline sales office Company travel department Airline desk at the airport Travel agent Airline website Online travel agents (Example Opodo, Travelocity etc) Others
For your most recent "Business travel" where did you purchase your ticket?
For your most recent "Leisure travel" where did you purchase your ticket?
 
7. Please state your agreement with the reason you pick an airline:
Strongly disagree Disagree Neutral Agree Strongly agree
The departure and arrival time was favorable
The connections were favorable
I have a frequent flier account with this airline
Airfare was better
I like the OTP of this airline
I like the service offered on this airline
I have lounge access when I fly this airline
I have a preference for the aircraft type
I have a friend or family working with the airline
 
8. Please rate how long you waited in line:
Didn’t use 0-10 mins 11-20 mins 20-30 mins 30 mins or more
At the ticket counter
To check-in
Baggage drop
Seat assignment
Getting from security hold to boarding gate
Boarding gate
Deplaning
Waiting for luggage at destination airport
 
9. Please state your satisfaction with the below:
Very dissatisfied Not satisfied Neutral Satisfied Very satisfied
The check-in staff was helpful and friendly
The airline ushers were helpful and friendly
Baggage handling
Self-check in counters
Courtesy of flight crew
Appearance of flight crew
Pilots communication with passengers
Quality of food and drinks
Food and drink options
Space for luggage
Cleanliness on the plane
Seat width and seat pitch
Noise level of aircraft
 
10. 
Schedule Punctuality In-flight catering In-flight internet In-flight telephony In-flight mobile telephony In-flight entertainment Frequent flyer programme Ticket price Airline image
What are the most influential factors that affect your choice of airlines for "Business travel"?
Please rank the following factors between 1 and 5, 5 being most important and 1 being least important.
 
11. 
Schedule Punctuality In-flight catering In-flight internet In-flight telephony In-flight mobile telephony In-flight entertainment Frequent flyer programme Ticket price Airline image
What are the most influential factors that affect your choice of airlines for "Leisure travel"?
Please rank the following factors between 1 and 5, 5 being most important and 1 being least important.
 
12. 
Considering all other factors as equal, which in-flight communication facility is more important to you; in-flight mobile telephony or broadband internet access?
Broadband internet access In-flight mobile telephony Both Neither
 
13. 
Fax E-mail In-flight
telephony
In-flight Internet None
Have you ever used any of the following in-flight communication facilities on "Long haul" flights?(Select all that are applicable)
Have you ever used any of the following in-flight communication facilities on "Short haul" flights?(Select all that are applicable)
 
14. 
Ease of operation Value for money Payment options Voice quality
If you have used in-flight telephony, how would you rate your experience? (Please score between 5 for very good and 1 for very poor)
 
 
   Long haul             Short haul         
What is the price in US$,you are willing to pay per minute for in-flight telephone services?
 
16. 
Business calls Personnel calls Business messaging Personnel messaging Checking email’s Document reader Gaming Music player Internet
Can you please rate your main objectives of using a cell phone in general?
(Please rank between 5 for most important and 1 for least important)
 
17. 
Yes No
Do you favour, airlines allowing passengers to make cell phone calls during long "Long haul" flights?
Do you favour, airlines allowing passengers to make cell phone calls during "Short haul" flights?
 
18. 
If you answered ‘No’ for question 14, then what are your main concerns, not favouring in-flight mobile telephony? (Select all that apply)
 
Safety concern
 
Elevated noise inside the cabin Sleep disturbance
 
Personnel Privacy issues
 
Other
 

 
19. 
Yes      No      Don't know
If airlines allow in-flight cell phone usage, would you like to use this service during "Long haul" flights?

If airlines allow in-flight cell phone usage, would you like to use this service during "Short haul" flights?
 
20. 
Business calls Personnel calls Business messaging Personnel messaging Checking email’s Live television Internet
If in-flight mobile telephony is available to you, can you rate your primary purpose of using this service?
(Please score between 5 for most important and 1 for least important)
 
21. 
$1.0     $1.5    $1.75    $2.0    $2.25    $2.5    $2.75    $3.0   
Considering a "Long haul" flight how much would you be willing to pay per minute for making outgoing voice calls through in-flight mobile service ? (All voice calls to and from the aircraft will be incur roaming charges)
Considering a "Short haul" flight how much would you be willing to pay per minute for making outgoing voice calls through in-flight mobile service? ((All voice calls to and from the aircraft will be incur roaming charges)
 
22. 
$0    $0.5    $1.0    $1.5    $2.0    $2.5    $2.75    $3.0   
Considering a "Long haul" flight how much would you be willing to pay per minute for receiving voice calls through in-flight mobile service ? (All voice calls to and from the aircraft will include roaming charges)
Considering a "Short haul" flight how much would you be willing to pay per minute for receiving voice calls through in-flight mobile service ? (All voice calls to and from the aircraft will include roaming charges)
 
23. 
$0.3    $0.4    $0.5    $0.6    $0.7    $0.8    $1.0   
Considering a "Long haul" flight how much would you be willing to pay for sending SMS through in-flight mobile service?(Per SMS)
Considering a "Short haul" flight how much would you be willing to pay for sending SMS through in-flight mobile service?(Per SMS)
 
24. 
$0    $0.3    $0.4    $0.5    $0.6    $0.7    $0.8    $1.0   
Considering a "Long haul" flight how much would you be willing to pay for receiving SMS through in-flight mobile service?(Per SMS)
Considering a "Short haul" flight how much would you be willing to pay for receiving SMS through in-flight mobile service?(Per SMS)
 
25. 
$0.5    $1.0    $1.5   
Considering a "Long haul" flight how much would you be willing to pay for sending/receiving email through in-flight mobile service?(Per Email)

Considering a "Short haul" flight how much would you be willing to pay for sending/receiving email through in-flight mobile service?(Per Email)
 
26. 
What is your opinion about airlines blocking all incoming calls and allow you only to make outgoing calls?
I favour it Do not favour Don’t know
 
27. 
Ease of connection Speed Value for money Reliability
If you have experienced recently introduced in-flight internet facility can you please rate your experience?
(Please rate between 5 for excellent and 1 for poor)
 
28. 
If you haven’t experienced recently introduced in-flight internet facility what is the reason behind it?
 
Non availability of service
 
Lack of laptop
 
High cost
 
Not interested
 
Other
 
 
29. 
What was your main objective of using in-flight internet facility? (Please select all that apply)
 
Business Emails
 
Personnel Emails
 
Chatting
 
Browsing
 
Connecting to company’s VPN
 
Gaming
 
Other
 

 
30. 
Yes No
Do you use VOIP (voice over IP) software’s like Skype or Yahoo messenger frequently for "Business purpose"?

Do you use VOIP (voice over IP) software’s like Skype or Yahoo messenger frequently for "Personnel purpose"?
 
31. 
Considering the availability of both in-flight internet service with VOIP solution and in-flight mobile telephony, which communication channel will you prefer?
In-flight internet with VOIP Mobile telephone Both
 
 
32. If you make in-flight mobile calls how do you like to pay for the service?
 
Charge directly to my mobile bill
 
Credit Card
 
Paying cash on-board
 
Buying pre-paid vouchers
 
Other
 
 
33. 
What is your gender?
Female Male
 
34. 
Please select your age group
 
18 – 24
 
25 – 32
 
33 – 42
 
43 – 52
 
53 – 62
 
63 +
 
35. 
Please select your occupation
 
Director/ Executive
 
Professional
 
Admin/Managerial
 
Student
 
Unemployed
 
Retired
 
Other
 
 
36. 
Please indicate your residential location
 
Africa
 
Asia
 
Australia & New Zealand
 
Middle East
 
Europe
 
South America
 
North America

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