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Transform Air Passenger Satisfaction with Customer Feedback 

Use Zonka Feedback to create, customize and share airline passenger satisfaction surveys in minutes. Get real-time passenger feedback alerts and actionable insights to enhance passenger experience. 

Airport Passenger Satisfaction Surveys

Airline Passenger Satisfaction Surveys: Questionnaire, Best Practices & Template for Passenger Satisfaction

Setting out on a journey goes beyond the mere transit from one destination to another; it's about crafting experiences that linger in the minds of passengers long after the flight touches down.

Creating such experiences requires airline passenger satisfaction surveys that hold the power to transform the air travel experience through passenger feedback. From booking processes to the professionalism of crew service, these surveys encapsulate every touchpoint of the passenger journey, aiming to refine airline services and elevate the customer experience.

In this article, we will explore various airport passenger survey questions, their benefits and the best practices that you can implement to enhance feedback collection. Let's get started!


  • Airline surveys are feedback mechanisms used by airlines to collect insights and opinions from passengers about their travel experiences to improve their services, identify areas for enhancement, and tailor their offerings to meet passenger expectations.

  • The survey questions in the airport passenger survey questionnaire cover various aspects such as booking processes, check-in procedures, onboard experiences, crew service, overall satisfaction, and more.

  • By opting for multi-channel feedback collection, creating short and focused surveys, offering anonymous options, and incentivizing participation, you can boost your airport survey participation rates.

  • Using effective survey software like Zonka Feedback can help you create a customized airline feedback form through survey templates, distribute it across multiple channels, and analyze results to take action and close feedback loop. Sign up for a free trial or schedule a demo to collect airport feedback.

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What are Airline Surveys?

Airline surveys are used by airlines to collect feedback from passengers regarding their travel experiences. These surveys help airlines understand their strengths and weaknesses, identify areas for improvement, and gauge passenger satisfaction levels. The feedback obtained from these surveys can be used to enhance the customer experience and make necessary operational changes to refine passenger experience.

It typically includes a series of questions designed to assess customer satisfaction with various aspects of the flight experience, such as the check-in process, onboarding experience, flight attendants service, and more.

If you are looking for an airline passenger satisfaction survey to collect passenger feedback, here's an airline passenger satisfaction survey template you can use to gauge customer satisfaction.

Use this Template

Benefits of Airport Passenger Survey Questionnaire

Collecting feedback directly through passenger feedback helps to identify opportunities for service improvement and device passenger feedback solutions, ensuring a more satisfying and efficient journey for all. Here are some benefits that utilizing airport surveys can offer:

  • Improved Airport and Airline Services: Through airline passenger satisfaction surveys, you can streamline operations by identifying and resolving issues, prioritizing enhancements and optimizing processes. This helps you to offer a seamless passenger experience through insights gained from passenger feedback.

  • Enhanced Customer Experience: You can tailor services, facilities, and processes to meet passenger preferences, resulting in personalized journeys for travelers and increased customer satisfaction.

  • Competitive Advantage: Through customer feedback, you can establish a competitive edge by not just meeting but exceeding passenger expectations, thereby attracting more travelers and setting the airport or airline apart from competitors.

  • Data-Driven Decisions: Utilize data collection surveys for airlines to make informed, data-driven decisions, allowing for better resource allocation and strategic planning that aligns with passenger needs and preferences.

Airline Survey Questions You Should Ask

Let's look at the essential airport passenger survey questions that you can ask your customers to enhance your services and elevate their overall travel experience.

1. Airport Passenger Survey Questions on Booking Process

The booking process-related survey questions in an airport passenger satisfaction survey provide insights into the initial customer experience. Understanding the ease, clarity, and efficiency of booking helps you identify friction points, improve user interfaces, and streamline the booking process, setting a positive tone for the traveler's journey right from the start.

  • How satisfied were you with the clarity of information provided during the booking process?

  • Were the available payment methods convenient and easy to use?

  • Did you encounter any difficulties while selecting seats or adding extra services during booking?

  • How would you rate the website/mobile app in terms of user-friendliness for making reservations?

  • How satisfied were you with the efficiency and speed of service at the ticket counter during your check-in process?

  • Were there any incentives or loyalty programs that influenced your choice of airline/booking platform?

  • Did you find the pricing and fare options transparent and easily understandable?

Airport passenger survey questions on Booking Process

2. Airline Feedback Form Questions on Check-in Process

The check-in process-related questions focus on gauging the efficiency and convenience of the initial stages of travel. By assessing check-in procedures, ease of use, and staff assistance, these passenger feedback questions aim to understand the traveler's experience before boarding, ensuring a smooth and hassle-free start to their journey.

  • How convenient did you find the various check-in options available (online, kiosk, counter)?

  • Did you experience any delays or long queues during the check-in process?

  • How satisfied were you with the availability of assistance from staff during check-in?

  • Were there any technical issues or difficulties while using self-service check-in facilities?

  • Were you informed about any changes or updates regarding your flight during the check-in process?

  • Did you receive all necessary documents (boarding pass, baggage tags, etc.) promptly during check-in?

airport passenger survey questions on check-in process

3. Passenger Feedback Questions on Onboarding Experience

Airline customer onboarding surveys help in understanding passenger comfort, entertainment, and service quality during flights. Gathering insights on in-flight experiences allows airlines to tailor services, improve amenities, and ensure a more enjoyable journey, promoting customer loyalty and positive word-of-mouth.

  • Was the arrival time of your flight in line with the scheduled time you expected?

  • How satisfied were you with the seating comfort and available legroom during your flight?

  • Were the in-flight entertainment options (movies, music, etc.) satisfactory and accessible?

  • Were your concerns or requests during the flight effectively handled?

  • How would you rate the quality and taste of the food served during the flight?

  • Were the restroom facilities clean and well-maintained throughout the flight?

  • Did you feel adequately informed about the flight progress and any updates or changes?

  • Did the available amenities (blankets, pillows, etc.) meet your expectations for comfort?

Airline Feedback Form Onboarding Question

4. Airline Passenger Satisfaction Survey Question on Baggage Handling

Incorporating questions on baggage handling in an airline feedback form is crucial as it directly impacts customer satisfaction and convenience. Assessing factors like luggage retrieval, condition upon arrival, and overall handling efficiency helps airlines identify areas for improvement, ensuring a smoother and more reliable experience for passengers and minimizing potential inconveniences.

  • Did you receive your checked baggage in a timely manner upon arrival at your destination?

  • Were your belongings in good condition and undamaged when you retrieved your luggage?

  • Were there any issues or delays in receiving your baggage at the destination airport?

  • Did you face any challenges in identifying or collecting your baggage at the airport?

  • Were there any specific areas for improvement you would suggest regarding baggage handling?

airport passenger survey questionnaire on baggage handling

5. Passenger Satisfaction Survey Questions on Flight Crew Service

The quality of interaction and assistance provided by the onboard staff is crucial for airline passengers as it significantly influences their overall in-flight experience. A friendly and responsive crew enhances passenger comfort, addresses needs promptly, and creates a positive atmosphere, directly impacting satisfaction levels and shaping perceptions about the airline's service quality.

  • How would you rate the friendliness and approachability of the flight attendants?

  • Were the flight attendants responsive to your needs and requests during the flight?

  • Did the crew provide clear and concise communication regarding safety procedures and services?

  • How satisfied were you with the overall level of service provided by the flight crew?

  • Did you feel that the crew effectively managed any in-flight situations or disruptions?

  • How would you rate the professionalism and efficiency of the flight crew during your journey?

airline feedback form question on flight crew

6. Real-time Passenger Feedback on Airport Facilities

Adding airport passenger survey questions on airport facilities helps assess the quality of amenities, cleanliness, and accessibility. Understanding passenger opinions on airport facilities enables you to tailor services and enhance traveler comfort to meet passenger needs which ultimately contributes to a more positive and satisfactory travel experience for passengers.

  • Were the waiting areas comfortable and adequately equipped with seating and charging stations?

  • How would you rate the overall cleanliness and maintenance of facilities available at the airport premises?

  • Were there any specific facilities or amenities you felt were lacking or could be improved?

  • How satisfied were you with the accessibility of facilities for passengers with disabilities?

Passenger satisfaction survey question on Airport Facilities

7. Transportation and Accessibility

The ease of reaching the airport and the convenience of available transport options significantly impact a traveler's journey. Assessing factors such as parking facilities, public transit access, and shuttle services can help you understand commuter needs, tailor transportation services, and ensure a seamless and stress-free travel experience for passengers of varying needs.

  • Were you satisfied with the availability and frequency of transportation options to and from the airport?

  • How convenient did you find the parking facilities and their proximity to the terminal?

  • Were the shuttle services between terminals or other airport areas efficient and timely?

  • How would you rate the accessibility of the airport for pedestrians and travelers with luggage?

Passenger satisfaction survey question on transportation

8. Demographic Questions

Demographic questions gather key details about travelers, such as age group, gender, travel purpose, and frequency. These details help airlines analyze preferences, travel habits, and specific needs of various customer segments so that you can tailor your services and design targeted offers. This improves overall customer experiences for diverse passenger profiles, facilitating customer loyalty and satisfaction.

  • What is the purpose of your trip? (Business, Leisure, Visiting Family, etc.)

  • How often do you typically travel by air in a year?

  • What is your preferred method of booking flights? (Online, Travel Agent, Directly at Airport, etc.)

  • What class of service did you use for this flight? (Economy, Business, First)

  • What key factors strongly influence your selection of airlines for business travel?

  • How far in advance did you book your flight?

Airline passenger satisfaction survey demographic question

9. Overall Satisfaction and Feedback

To get a complete idea of passenger's trip experience and to listen to the voice of customers, it is important that you implement customer satisfaction surveys that seek feedback on the overall travel experience. By assessing various facets of the journey like Flight booking, on board experience, customer service, etc., it aims to gather comprehensive feedback and offer a more gratifying travel experience to passengers.

  • How satisfied were you with your overall experience at the airport?

  • Were there any particular issues or challenges you faced during your airport experience?

  • How would you rate the staff's helpfulness and friendliness during your time at the airport?

  • Overall, how satisfied are you with the level of customer service you received?

  • Is there any additional feedback or suggestions you would like to provide to help improve the airport experience?

airline passenger satisfaction survey question NPS

Best Practices & Tips for Collecting Passenger Feedback

You can improve the efficacy of your airport surveys by following certain tips and proven practices. Let us look at them.

  • Multi-channel Approach: Offer various feedback channels like website surveys, mobile surveys, kiosks, email surveys, in-product surveys etc., ensuring accessibility and convenience for passengers to share their opinions.

  • Real-time Feedback: Implement mechanisms for immediate feedback collection post-experience to capture fresh impressions while details are vivid in passengers' minds.

  • Short and Focused Surveys: Design concise surveys focusing on key aspects of the passenger journey, making it easier and quicker for travelers to provide feedback.

  • Anonymous Options: Use anonymous surveys to collect passenger feedback Allow passengers the choice to provide anonymous feedback to encourage honest and unbiased opinions.

  • Incentivize Participation: Consider offering incentives or rewards for completing surveys, and motivating passengers to take the time to provide feedback.

  • Follow-Up Actions: Act on responses received from feedback surveys, whether it's acknowledging suggestions, resolving issues, or implementing improvements, that demonstrate responsiveness to passenger concerns.

Using Real-time Customer Feedback to Improve Passenger Experiences with Zonka Feedback

Customer feedback holds the power to transform airline service performance. By tapping into the invaluable insights shared by travelers at various stages of their journey, you can gain a deeper understanding of passenger preferences, issues, and expectations and deliver a customer-centric travel experience.

You can enhance the performance of your airline surveys by leveraging a customer feedback tool like Zonka Feedback. It has various features that can help you create and collect real-time feedback and deliver top-notch passenger feedback solutions in the airline industry. These include:

  • Multichannel Feedback Collection: For feedback collection through various channels like tablets, in-app feedback, web surveys, and offline surveys through kiosks, enabling passengers to provide feedback through their preferred method.

  • Customizable Surveys: To create customized airport surveys with specific questions tailored to different stages of the passenger journey, such as booking, check-in, onboarding experience, etc.

  • Mobile Surveys: For an easy and convenient airport feedback submission via mobile forms on smartphones, accommodating passengers on the go.

  • Analytics and Reporting: To analyze feedback data, identify trends, and track key performance indicators relevant to the airline's services.

  • Automation and Alerts: To set up automated alerts for critical feedback, ensuring prompt action on urgent issues raised by passengers.

  • Integration Capabilities: Seamless integration with existing CRM systems or databases, facilitating the integration of feedback data with other passenger information for a comprehensive view.

  • Customer Journey Mapping: To map the entire customer journey for aligning feedback collection with each touchpoint for comprehensive feedback coverage.

Sign up for a 14-day free trial to start collecting airline passenger satisfaction surveys and make data-driven decisions based on survey responses!


Written by Kanika

Dec 21, 2023

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