Survey Templates Travel Surveys Airline service evaluation survey questions + Sample questionnaire template

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.

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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	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

Helpfulness of Agent	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

Courtesy of Reservation Agent	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

Accuracy of flight information	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

Accuracy of fare information	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

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	Not at all Important	Somewhat Important	Very Important

(Airline's) flight had fewer stops or better connections	Not at all Important	Somewhat Important	Very Important

(Airline's) air fare was better	Not at all Important	Somewhat Important	Very Important

(Airline's) frequent flyer program	Not at all Important	Somewhat Important	Very Important

(Airline's) inflight services are better (meals, movies, flight attendants, etc.)	Not at all Important	Somewhat Important	Very Important

(Airline's) ground services are better (ticketing, baggage handling, check-in, etc.)	Not at all Important	Somewhat Important	Very Important

Personal preference for (Airline)	Not at all Important	Somewhat Important	Very Important

(Airline) was the only airline with seats available	Not at all Important	Somewhat Important	Very Important

Travel agent/Company travel department recommendation of (Airline)	Not at all Important	Somewhat Important	Very Important

Aircraft preference	Not at all Important	Somewhat Important	Very Important

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	Yes	No	Not Sure

I was planning this trip on another airline, but switched to (Airline) because of the fare	Yes	No	Not Sure

I was planning this trip with no particular airline in mind and selected (Airline) because of the fare	Yes	No	Not Sure

I was planning a trip to another destination, but switched to this destination because of the fare	Yes	No	Not Sure

I was planning this trip at a later or earlier time, but changed my plans to go now because of the fare	Yes	No	Not Sure

I was planning to drive or take the bus/train to this destination, but decided to fly because of the fare	Yes	No	Not Sure

I was not planning to take this trip at all, but decided to go because of the fare	Yes	No	Not Sure

What is your main purpose in taking this trip? (Please check only one answer)

Business

Pleasure/Personal

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

Boarding gate counter	Didn't Use	No Wait	0-5 min.	6-10 min.	11-20 min.	20+ min.	Acceptable Wait? Yes	No

Security check point	Didn't Use	No Wait	0-5 min.	6-10 min.	11-20 min.	20+ min.	Acceptable Wait? Yes	No

Express baggage/seat check-in counter	Didn't Use	No Wait	0-5 min.	6-10 min.	11-20 min.	20+ min.	Acceptable Wait? Yes	No

Ticket counter	Didn't Use	No Wait	0-5 min.	6-10 min.	11-20 min.	20+ min.	Acceptable Wait? Yes	No

Curbside baggage check	Didn't Use	No Wait	0-5 min.	6-10 min.	11-20 min.	20+ min.	Acceptable Wait? Yes	No

Other	Didn't Use	No Wait	0-5 min.	6-10 min.	11-20 min.	20+ min.	Acceptable Wait? Yes	No

Which of the following phrases best describe the exact nature of this trip? (Fill in all that apply)

Internal company business (visit regional office, plant or attend a company meeting)

External company business (sales call, visit customer or vendor)

Official government/military business

Attend industry meeting/trade show

Attend a convention

Accompany family member on business/convention

Other business (not described above)

Incentive travel (company-paid pleasure trip)

Visit friends/relatives

Visit resort

Cruise

My trip will (did) include plans to sightsee

My trip will (did) include plans to ski

My trip will (did) include plans to golf/play tennis

Personal affairs (moving; to/from school)

Personal emergency (illness, etc.)

Vacation or other personal reason

	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?	Among the Best	Better than Most	About the same as Most	Not as good as Most	Among the Worst

Did you yourself call to make the arrangements for this flight?

Yes

If you were particularly dissatisfied with any of (Airline's) procedures at the airport you just departed, please indicate which area(s).

Curbside baggage check-in

(Airline) ticket counter

Express baggage/Seat check-in counter

Security checkpoint

Red Carpet Room

Boarding gate check-in counter

Aircraft boarding

Other

If you were particulary dissatisfied with any of (Airline's) personnel at the airport you just departed, please indicate which personnel.

Sky Cap

Ticket counter agent

Express baggage agent

Security checkpoint personnel

Red Carpet Room receptionist

Boarding gate agent(s)

Flight attendant (during boarding)

Other

What is your occupation?

Executive/Manager

Government/Military

Teacher/Professor

Professional/Technical

Salesman/Buyer

Craftsman/Laborer

Religious/Clergy

Farmer

Secretary/Clerk/Office worker

Airline employee/Travel agent

Homemaker

Student

Self-Employed

Retired

Unemployed

Other

Are you:

Male

Female

Are you:

Married

Single

Widowed

Divorced

What age group are you in?

12 - 17

18 - 21

22 - 29

30 - 39

40 - 49

50 - 59

60 - 64

65 & over

Where do you live?

USA

Canada

Mexico

Europe

Asia

South America

Other

If USA, what is your ZIP Code?

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Airline service evaluation survey questions + Sample questionnaire template

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