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Online Airline Satisfaction Survey Template

Use the Online Airline Satisfaction Survey Template to gain insights about your airline services from passengers. This feedback template asks passengers about their in-flight experience and what they think the airline can improve on. 

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Airline Passenger Satisfaction Survey is a great way to allow your passengers to share their valuable feedback and gain insights about your airline services. It helps you measure passenger satisfaction, track the performance of the crew members, identify improvement opportunities, and build amazing travel experiences.


Questions Included in this Template

This template includes the following questions that will help you measure passenger satisfaction, track staff performance, and build better experiences:

  1. 1. What is your gender?
    • Male
    • Female
  2. 2. Age Group?
    • <20
    • 21-30
    • 31-40
    • 41-50
    • 51-60
    • 60+
  3. 3. Which of the following describes you the best?
    • Student
    • Employed
    • Self-employed
    • Retired
    • Not Employed
  4. 4. 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
  5. 5. Please rate the aircraft flown at “airlines”.
  6. 6. Comfort of Seating (Star rating question)
  7. 7. Space for luggage store (Star rating question)
  8. 8. Cleanliness of aircraft  (Star rating question)
  9. 9. Noise level of aircraft  (Star rating question)
  10. 10. Please tell us what we can do to improve.

You can easily customize this airline feedback form by adding, removing, or modifying any questions in this template to make it more suitable for your survey requirements. Here are some questions you can consider adding to your airline passenger satisfaction survey depending on your survey needs and the touchpoints at which you are sharing your survey.

  1. 1. How satisfied were you with the check-in process (online or at the airport)?
    • Very Dissatisfied
    • Dissatisfied
    • Neutral
    • Satisfied
    • Very Satisfied
  2. 2. Did you experience any issues during the check-in process?
    • Yes, major issues
    • Yes, minor issues
    • No issues
  3. 3. How satisfied are you with the boarding process?
    • Very Dissatisfied
    • Dissatisfied
    • Neutral
    • Satisfied
    • Very Satisfied
  4. 4. How satisfied were you with the in-flight entertainment options?
    • Very Dissatisfied
    • Dissatisfied
    • Neutral
    • Satisfied
    • Very Satisfied
  5. 5. Did you find the available entertainment options suitable for your preferences?
    • Not at all suitable
    • Slightly suitable
    • Moderately suitable
    • Very suitable
    • Extremely suitable
  6. 6. How would you rate the professionalism and friendliness of the cabin crew?
    • Excellent
    • Good
    • Average
    • Below Average
    • Poor
  7. 7. Did the cabin crew address your needs and concerns adequately?
    • Not at all adequately
    • Slightly adequately
    • Moderately adequately
    • Very adequately
    • Extremely adequately
  8. 8. How satisfied were you with the quality of food and beverage offerings?
    • Very Dissatisfied
    • Dissatisfied
    • Neutral
    • Satisfied
    • Very Satisfied
  9. 9. Were there enough food and beverage options for your preferences?
    • Not at all enough
    • Slightly enough
    • Moderately enough
    • Very enough
    • Extremely enough
  10. 10. How punctual was your flight in terms of departure and arrival?
    • Very Punctual
    • Punctual
    • Neutral
    • Delayed
    • Very Delayed
  11. 11. How satisfied are you with the baggage claim process?
    • Very Dissatisfied
    • Dissatisfied
    • Neutral
    • Satisfied
    • Very Satisfied
  12. 12. Did your baggage arrive in a timely manner?
    • Yes, on time
    • Yes, slightly delayed
    • No, significantly delayed
  13. 13. Was the baggage received in good condition?
    • Yes, in perfect condition
    • Yes, with minor damage
    • No, with significant damage
  14. 14. On a scale of 0 to 10, how likely are you to recommend this airline to your friends and colleagues?

    (NPS question with 0-10 rating scale)

  15. 15. How would you rate the overall value for money of your flight?
    • Very Poor
    • Poor
    • Average
    • Good
    • Excellent

These questions cover a range of aspects related to passenger experience with airline services. However, you can further customize them according to their relevance according to the touchpoint of surveying the passengers.

How to Use Airline Passenger Survey Template?

Make the most of Zonka Feedback's Free Airline Passenger Survey Template to gain valuable insights into passenger satisfaction after their flight experience. Follow this step-by-step guide to optimize the usage of this template:

  1. Edit this template: Click on 'Edit this Template' to open the Airline Passenger Satisfaction Survey Template. This will take you to the editing interface, allowing you to tailor the template based on your specific survey needs.
  2. Customize the template: While in editing mode, customize the template to suit your unique needs. Incorporate questions that delve into different aspects of the passenger's experience, such as check-in process satisfaction, in-flight entertainment preferences, satisfaction with the food and beverages provided, and overall flight experience. 
    For example, consider questions like "How satisfied were you with the check-in process?"
  3. Preview and adjust the template: Take a moment to review the customized airline passenger satisfaction survey. Ensure that the questions are clear and relevant to the passenger's journey. Adjust the survey flow to align with your specific survey workflow, ensuring that passengers can easily comprehend and respond to the questions.
  4. Share the Survey: When you are done with all the editing and adjustments in the template, your airline passenger satisfaction survey is ready to use to collect passenger feedback. You can consider multiple distribution channels to share your survey.
    • Trigger email surveys or SMS surveys immediately after the flight or upon landing.
    • If passengers engage with your airline through a mobile app, utilize in-app surveys for seamless feedback collection.
    • For passengers using your airline's website, explore website feedback widgets like popup surveys, slide-up surveys, and feedback button to trigger surveys and capture real-time feedback. For example - you can trigger a popup just after a traveller has booked a flight through your website asking ‘How was your overall flight booking experience with our website?’

By following these steps, you can effectively collect feedback from airline passengers, gaining valuable insights to enhance their overall experience.

Key features of Zonka Feedback to Collect and Leverage Airline Feedback

Crafting and executing effective online airline passenger satisfaction survey can be a complex endeavour, but with the right airline passenger feedback software, the process becomes streamlined, enabling you to extract valuable insights from your passengers. Zonka Feedback emerges as a robust tool for post-flight surveys, providing powerful features specifically designed to enhance your feedback collection process.

1. Customizable template

Enhance your online airline satisfaction survey using Zonka Feedback's customizable templates and online forms. Tailor pre-built templates to address various aspects of the passenger's journey, allowing you to modify survey questions based on your survey objectives and specific touchpoints in the airline experience.

2. Skip Logic and Question Branching

Navigate through the airline customer satisfaction survey intelligently with Zonka Feedback's skip logic and question branching. Customize the survey flow based on passenger responses, ensuring a personalized and efficient survey experience for each participant.

3. Real-time Feedback Alerts and Notifications

Stay proactive in addressing airline satisfaction feedback with Zonka's automatic response alerts and notifications. Receive instant alerts for incoming customer feedback or negative responses, facilitating prompt resolution of concerns and enhancing overall passenger satisfaction.

4. Multiple Channel Distribution

Seamlessly distribute airline satisfaction surveys through email, SMS, website, or other online channels. This flexibility ensures that you capture insights from passengers at different stages of their post-flight experience, depending on the channels through which the transaction is conducted.

SMS Survey: Gather Feedback on-the-go

  • Trigger: Send a concise SMS with emoji reactions (such as Smiley surveys or star ratings) immediately after the flight concludes.
  • Example: "Thank you for flying with us! How would you rate your overall experience? Reply with a smiley for excellent, a star for good, and a frown for improvement."

Email Survey: Delve Deeper into the Flight Experience

  • Timing: 24-48 hours after the flight, send a detailed email survey covering various aspects of the journey, including check-in, in-flight experience, and baggage handling.
  • Example: "Share your recent flight experience with [Airline Name]! Your feedback helps us enhance our services. Click here to take our short survey."

In-App Survey: Immediate Feedback Post-Landing

  • Location: Integrate the survey within your airline's mobile app right after passengers disembark.
  • Example: "How satisfied are you with your journey? Rate your experience with stars: ⭐⭐⭐⭐⭐. Your feedback is valuable to us!"

Website Survey: Collect Feedback Before Booking

  • Trigger: Offer a pop-up survey on your airline's website after passengers browse flight options or make reservations.
  • Example: "Planning your next adventure? Help us tailor your experience! Provide feedback on your website visit with this quick survey."

5. Automated Workflows

Streamline the post-flight passenger journey with Zonka Feedback's automated workflows. Trigger online surveys at different touchpoints like after reservation or just after the flight, capturing valuable insights at key moments of the passenger's post-flight experience.

6. Closing the Feedback Loop

Move beyond mere data collection with Zonka Feedback's actionable customer feedback loop. Take informed actions based on received airline satisfaction feedback, effectively closing the loop and ensuring a continuous cycle of improvement for your airline services based on passenger insights, thus preventing passenger dissatisfaction and improving overall service quality.

Question Types to Include in Airline Survey Template

Constructing a comprehensive airline feedback survey involves integrating various question types to glean thorough insights from passengers. Explore diverse question formats to tailor your feedback online forms to address the specific requirements of post-flight feedback.

1. Rating Scale Questions

Evaluate passenger satisfaction following a flight using Customer Satisfaction (CSAT) rating questions. Utilize a five-point rating scale with options represented through adjectives (Excellent to Poor), self-explanatory smileys, star ratings, numbers, and more. Explore options such as:

Clearly defined and consistent scales, such as 1 to 5, empower passengers to effortlessly express their satisfaction levels regarding the post-flight experience.

2. Open-ended Questions

Gain in-depth insights into passengers' post-flight experiences by incorporating open-ended questions. Encourage respondents to provide feedback on the reasons behind their ratings, capturing complaints, suggestions, and special experiences they may want to share.

Analyzing open-ended responses provides a deeper understanding of passenger sentiments, helping identify areas for improvement in the flight and transaction process and meeting passenger expectations.

3. Multiple Choice Questions

Streamline feedback collection with efficient multiple-choice questions in your airline feedback survey. Offer single or multiple response options, incorporate ranking questions to gauge preferences, and organize the survey for standardized analysis. For example:

"Among the aspects of this flight, which ones do you find most satisfying?"

  • Seat comfort
  • In-flight entertainment
  • Cabin crew service
  • Flight Punctuality

By incorporating these diverse question types into your airline feedback survey, you can gather comprehensive insights to enhance and optimize various aspects of the flight experience.

Online Airline Satisfaction Survey Template FAQs

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