Airline Passenger Satisfaction Survey

Airline Passenger Satisfaction Survey

Popularity: 386 ×

Expand the number of clients who use your airline’s services repeatedly and gladly. Offer them a questionnaire template to assess air passenger satisfaction.

The survey sample is ideal for

  • airline management,
  • managers of customer support centers.

Find out according to which factors people decide when choosing an air carrier for their trip. To which destinations do they fly with you most often? Do they prefer direct flights or are they willing to buy a flight with a stopover in view of a better price? How satisfied are they with the scope and level of in-flight services? Can your flight crew handle all the service? Look for new opportunities and challenges. Build your company a good name and show what you are better at than the competition.

The questionnaire template can be fully edited. Survio will process your answers into well-arranged tables and graphs.

Airline passenger satisfaction questionnaire template

Dear Sir / Madam,

thank you for visiting us. By filling out this 5-10 minute survey, you will help us obtain the very best results.

1. Gender:

  • Male
  • Female

2. Age group:

  • < 20
  • 21-30
  • 31-40
  • 41-50
  • 51-60
  • 60+

3. Which of the following describes you best?

  • Student
  • Employed
  • Self employed
  • Retired
  • Not Employed

4. Tell us how important of the following was in making your decision to use our airline:

  • Very important
  • Important
  • Neutral
  • Unimportant
  • Not at all important

Departure and / or arrival time was more convenient

  • Very important
  • Important
  • Neutral
  • Unimportant
  • Not at all important

Flight had fewer stops or better connections

  • Very important
  • Important
  • Neutral
  • Unimportant
  • Not at all important

Air fare was better

  • Very important
  • Important
  • Neutral
  • Unimportant
  • Not at all important

Frequent flyer program

  • Very important
  • Important
  • Neutral
  • Unimportant
  • Not at all important

Inflight services are better (meals, movies, flight attendants, etc.)

  • Very important
  • Important
  • Neutral
  • Unimportant
  • Not at all important

Ground services are better (ticketing, baggage handling, check-in, etc.)

  • Very important
  • Important
  • Neutral
  • Unimportant
  • Not at all important

Personal preference for

  • Very important
  • Important
  • Neutral
  • Unimportant
  • Not at all important

Travel agent / company travel department recommendation

  • Very important
  • Important
  • Neutral
  • Unimportant
  • Not at all important

Aircraft preference

  • Very important
  • Important
  • Neutral
  • Unimportant
  • Not at all important

5. How often do you fly?

  • Once a week or more
  • 2-3 times a month
  • Once a month
  • A few times a year
  • Once a year or less
  • Never

6. Please indicate how long you waited in line:

  • Didn't Use
  • No Wait
  • 0-5 min.
  • 6-10 min.
  • 11-20 min.
  • 20+ min.

Aircraft boarding

  • Didn't Use
  • No Wait
  • 0-5 min.
  • 6-10 min.
  • 11-20 min.
  • 20+ min.

Boarding gate counter

  • Didn't Use
  • No Wait
  • 0-5 min.
  • 6-10 min.
  • 11-20 min.
  • 20+ min.

Security check point

  • Didn't Use
  • No Wait
  • 0-5 min.
  • 6-10 min.
  • 11-20 min.
  • 20+ min.

Express baggage / seat check-in counter

  • Didn't Use
  • No Wait
  • 0-5 min.
  • 6-10 min.
  • 11-20 min.
  • 20+ min.

Ticket counter

  • Didn't Use
  • No Wait
  • 0-5 min.
  • 6-10 min.
  • 11-20 min.
  • 20+ min.

For baggage at my destination

  • Didn't Use
  • No Wait
  • 0-5 min.
  • 6-10 min.
  • 11-20 min.
  • 20+ min.

7. Please rate the price of ticket for the trip you are taking:

  • Agree
  • Disagree
  • N/A

I was planning this trip to this destination at this time regardless of the fare

  • Agree
  • Disagree
  • N/A

I was planning this trip on another airline, but switched to "airlines" because of the fare

  • Agree
  • Disagree
  • N/A

I was planning this trip with no particular airline in mind and selected "airlines" because of thefare

  • Agree
  • Disagree
  • N/A

I was planning this trip at a later or earlier time, but changed my plans to go now because of the fare

  • Agree
  • Disagree
  • N/A

I was planning to drive or take the bus / train to this destination, but decided to fly because of the fare

  • Agree
  • Disagree
  • N/A

I was not planning to take this trip at all, but decided to go because of the fare

  • Agree
  • Disagree
  • N/A

8. Please rate the in-flight service on "airlines":

  • Excellent
  • Good
  • Poor
  • Bad
  • N/A

Availability of flight attendants

  • Excellent
  • Good
  • Poor
  • Bad
  • N/A

Courtesy of flight crews

  • Excellent
  • Good
  • Poor
  • Bad
  • N/A

Appearance of flight crews

  • Excellent
  • Good
  • Poor
  • Bad
  • N/A

Pilot's communication with passengers

  • Excellent
  • Good
  • Poor
  • Bad
  • N/A

Quality of food and drinks

  • Excellent
  • Good
  • Poor
  • Bad
  • N/A

Overall service level

  • Excellent
  • Good
  • Poor
  • Bad
  • N/A

9. Please rate the aircraft flown at "airlines":

  • Excellent
  • Good
  • Poor
  • Bad
  • N/A

Space for luggage storage

  • Excellent
  • Good
  • Poor
  • Bad
  • N/A

Comfort of seating

  • Excellent
  • Good
  • Poor
  • Bad
  • N/A

Seating arrangement of aircraft

  • Excellent
  • Good
  • Poor
  • Bad
  • N/A

Cleanliness of aircraft

  • Excellent
  • Good
  • Poor
  • Bad
  • N/A

Noise level of aircraft

  • Excellent
  • Good
  • Poor
  • Bad
  • N/A

10. Please tell us what can we do to improve:

500

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