Airline Customer Service Questionnaire

An airline customer service questionnaire caters to passengers who frequently fly a specific airlines or who prefers air travel. Issued by Airlines across the world, an airline customer service questionnaire focuses on both in-flight experiences as well as customer issues faced at the airport or a specific airline’s travel desk etc. The feedback received helps airlines in handling customer requests in a better way.

Sample Airline Customer Service Questionnaire:

Name of the Traveler: _____________________________

Address: ______________________________________  City:_______________

State: __________________  Zip: ________________

Age: ___________________ Gender: _______  (M/F)

Email: _____________________________

Phone Number: ____________________________

  • Are you a member of any frequent flier program?

a)      Yes

b)      No

c)      Have recently registered

d)     Don’t know about such a program

  • How often do you fly with “xyz” airlines?

a)      Most often

b)      Quite often

c)      Often

d)     Sometimes

e)      Not that often

f)       Never

  • Do you feel there should be more improvements in any of the following areas?

a)      Check-In – The Waiting Time                              Yes | No

b)      Service efficiency during check-in                       Yes | No

c)      Attitude of airline staff during check-in               Yes | No

d)     Efficiency of the airline boarding system             Yes | No

e)      Priority of Boarding                                              Yes | No

f)       Staff assistance during arrival                               Yes | No

g)      Bag delivery time after arrival                              Yes | No

h)      Transfer service post arrival                                  Yes | No

  • How satisfied are you with the airline cabin staff and their behaviors?

a)      Extremely satisfied

b)      Very satisfied

c)      Satisfied

d)     Neutral

e)      Dissatisfied

f)       Not very satisfied

g)      Not satisfied at all

  • Which of the following services according to you has impressed you the most?

a)      Treating elderly and disabled passengers with kindness and respect

b)      Taking care of unaccompanied minors in flight

c)      In-flight magazines provided to all passengers

d)     Food is served fresh and hot

e)      Positive and helpful flight attendants

f)       Attendants are on call

Category: Customer Questionnaire

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