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COVID-19 Impact on Passengers

Thank you for participating in this survey. The aim is to analyze how the COVID-19 crisis has affected passengers of the Lufthansa Group within the European airline market.

Your answers are anonymous and used exclusively for academic research only.

Gesichert
Survio
1

How often did you fly with the Lufthansa Group (SWISS, Austrian, Eurowings, Brussels Airlines, Lufthansa) in Europe before the COVID-19 crisis (until March 2020)?

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2

Which airline group did you mainly choose for European travel before the COVID-19 crisis ?

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3

Other

4

Since the COVID-19 crisis (2020–2023), which airline group has been more attractive for you when choosing European flights?

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5

Other

6

What is your main purpose of flying within Europe?

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7

How did you perceive changes in Lufthansa Group ticket prices since the COVID-19 crisis?

Please select the value that best reflects your opinion
0
Much Cheaper
Much more expensive
8

Compared to competitors, how fair do you consider Lufthansa Group’s pricing in the European market?

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9

How would you rate the availability of the Lufthansa Group flight connections within Europe since the COVID-19 crisis?

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10

Have you personally experienced cancellations or reduced connections with Lufthansa Group since 2020?

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11

To what extent did reduced availability or cancellations influence your decision to fly with Lufthansa Group?

Please select the value that best reflects your opinion
0
Not at all
Very Strongly
12

How do you evaluate Lufthansa Group’s service quality compared to before the pandemic?

Please select the value that best reflects your opinion
0
Much worse
Much better
13

In which areas have you noticed the strongest service changes since the pandemic?

Multiple answers possible
14

Other

15

Did you have experiences with cancellations or refunds at Lufthansa Group during the COVID-19 crisis?

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16

If yes: How satisfied were you with the refund/rebooking process?

Please select the value that best reflects your opinion
0
Very dissatisfied
Very satisfied
17

How transparent and reliable do you consider Lufthansa Group’s communication during the crisis (e.g., regarding cancellations, refunds, safety measures)?

Please select the value that best reflects your opinion
0
Not transparent at all
Very transparent
18

How has the COVID-19 crisis influenced your trust in the Lufthansa Group?

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19

In which area did you personally experience the strongest negative impact from the Lufthansa Group during the COVID-19 crisis?

Multiple answers possible
20

Overall, how would you rate the value for money of Lufthansa Group in the European market since the COVID-19 crisis (2020–2023)

Please select the value that best reflects your opinion
0
Very poor
Excellent
21

How likely are you to choose Lufthansa Group for your European flights in the next 12 months, considering your experiences during the COVID-19 crisis?

Please select the value that best reflects your opinion
0
Very unlikely
Very likely
22

What expectations do you have for the Lufthansa Group in the future?

Multiple answers possible
23

Other

24

How did Lufthansa Group’s health and safety measures during the COVID-19 crisis (e.g., mask policies, hygiene concepts, boarding procedures) influence your willingness to fly?

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25

Please describe your personal experiences or expectations regarding the Lufthansa Group, the COVID-19 crisis, and the European airline market.

Optional
26

Please provide your age

Optional
27

Please provide your gender

Optional

Thank you very much for your participation!