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Flying can be a stressful experience for many travelers, but airlines have a unique opportunity to improve customer satisfaction by providing excellent service and amenities. To gauge the satisfaction levels of their customers, airlines often conduct customer satisfaction surveys. These surveys are crucial in understanding what their customers want and need, and how they can improve their services to provide a better overall experience.

In this blog, we will explore some of the best customer satisfaction survey questions for the airline industry. By asking the right questions, airlines can gain valuable insights into their customers' needs, preferences, and experiences, and use this information to make data-driven decisions that improve customer satisfaction and loyalty.

10 Customer satisfaction survey questions for the Airline industry

Here are the most important customer satisfaction survey questions for Airline industry that you must include in the survey questionnaire.

1. Would you like to tell us your gender?

An answer to this question will help you understand the preferences of different genders and how they differ from others.

2. Let us know about your age group.

There are various age groups of people that travel, from a baby to old people. It becomes necessary to know everyones opinion and feedback to understand the satisfaction level for every age group of people.

3. Which of the following describes you best?

  • Students
  • Employed
  • Self-employed
  • Retired
  • Not employed

4. Tell us which of the following factors had a role in your decision to fly with our airline: (Rate in a scale of 5, where 1 being ‘very important’ and 5 being ‘not at all important’)

  • Departure and/or arrival time was more convenient
  • The flight had fewer stops or better connections
  • Airfare was better
  • Frequent flyer program
  • Inflight services are better (meals, movies, flight attendants, etc.)
  • Ground services are better (ticketing, baggage handling, check-in, etc.)
  • Personal preference for
  • Travel agent/company travel department recommendation
  • Aircraft preference

Asking these questions will help you to understand about which factors or aspects your customers are actually satisfied with and which you need more improvements to be done. It is very important to get feedback on these aspects to get an understanding of your current customer satisfaction level and how you can improve them to give better customer satisfaction which will lead to customer loyalty.

5. 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
  • Never

This question gives an understanding to how much importance you should consider this person’s survey answers and pay attention to his grievances. If the person is a frequent traveler ,then it is very important to take care of his grievances so that customer satisfaction leads to customer loyalty and if the customer flies few times, then also they give a different perspective to the service provided and you may get a different angle of the customer satisfaction.

6. Please indicate how long you waited in line on a scale of 6, where 1 means ‘disn’t use’, 2 means ‘no wait’, 3 means ‘0-5 mins’, 4 means ‘6-10 mins’, 5 means ‘11-20 mins’, 6 means ‘ 20+ mins’.

  • Aircraft boarding
  • Boarding gate counter
  • Security checkpoint
  • Express baggage/seat check-in counter
  • Ticket counter
  • For baggage at my destination

Asking this question will help you to understand if your service is up to the mark or does it need more improvements. This throws light on the fact that whether you are able to handle the rush more efficiently or whether there are issues.

7. Please rate the price of the ticket for the trip you are taking in a scale of 3, where 1 is ‘agree’, 2 is ‘disagree’, and 3 is ‘N/A’.

  • I was planning this trip to this destination at this time regardless of the fare
  • I was planning this trip on another airline but switched to "airlines" because of the fare
  • I was planning this trip with no particular airline in mind and selected "airlines" because of the fare
  • I was planning this trip at a later or earlier time but changed my plans to go now because of the fare
  • I was planning to drive or take the bus/train to this destination but decided to fly because of the fare
  • I was not planning to take this trip at all but decided to go because of the fare

This question gives you an idea if your pricing is reasonable or high in comparison to the market and if the price is actually attracting customers. Asking questions about pricing in a customer survey can provide valuable information to an airline about how your customers perceive the value of your services and how it stacks up against your competitors.

The information gathered from these surveys can be used to make informed decisions about pricing strategies, such as adjusting prices to better match customer expectations, offering discounts or promotions, or making investments in improving the overall customer experience to justify higher prices.

Additionally, by gauging customer opinions on pricing, you can better understand what factors, such as flight routes, amenities, or convenience, customers consider most important when making their travel decisions. This information can then be used to inform your marketing and sales efforts and to help you better target your desired customer segments.

8. Please rate the in-flight service on "airlines" in a 4-pointer scale where 1 being ‘excellent’, 4 being ‘ bad’.

  • Availability of flight attendants
  • Courtesy of flight crews
  • The appearance of flight crews
  • Pilot's communication with passengers
  • Quality of food and drinks
  • Overall service level

Asking questions about in-flight service in a customer survey can provide valuable insight into how well the airline is meeting the needs and expectations of its customers. This information can help you identify areas for improvement and make changes that can enhance the overall customer experience.

By gathering feedback from customers about the quality of food, entertainment, comfort, and other aspects of in-flight service, you can better understand what your customers value most and what they are willing to pay for.

In-flight service is an important differentiator for many airlines and can be a major factor in a customer's decision to choose one airline over another. By regularly gathering feedback on this aspect of its service, you can stay ahead of its competitors by continuously improving your offerings and ensuring that you are delivering the best possible in-flight experience to your customers.

Additionally, the data gathered from these surveys can be used to make data-driven decisions about investments in in-flight services, such as upgrading entertainment systems or offering a wider selection of food and drinks.

9. Please rate the aircraft flown at "airlines" in a 4-pointer scale where 1 being ‘excellent’, 4 being ‘ bad’.

  • Space for luggage storage
  • Comfort of seating
  • Seating arrangement of aircraft
  • Cleanliness of aircraft
  • Noise level of aircraft

10. Please let us know what we can improve upon.

Asking questions about areas for improvement in a customer survey can provide valuable feedback to an airline about what you can do to enhance the overall customer experience. This information can help you identify areas that need improvement, such as flight schedules, check-in processes, or in-flight services. With this information, the airline can make targeted changes to address these issues and improve customer satisfaction.

Collecting feedback about areas for improvement is also a great way for you to show your customers that you value their opinions and are committed to providing the best possible experience. By proactively seeking feedback and making changes based on that feedback, you can build customer loyalty and increase customer satisfaction.

Tips for crafting effective customer satisfaction survey questions for airline industry

Here are some tips for crafting effective customer satisfaction survey questions for the airline industry:

1. Focus on specific areas of the customer experience

Ask questions about specific aspects of the customer experience, such as check-in processes, in-flight services, and baggage handling.

2. Use open-ended questions

Open-ended questions, such as "What was the most important factor in your decision to choose our airline?" or "What could we have done better to make your flight experience more enjoyable?", can provide valuable qualitative data and help you understand customers' motivations and pain points.

3. Ask about the overall experience

Including questions about the overall flight experience, such as "On a scale of 1 to 10, how would you rate your overall experience with our airline?", can provide a snapshot of customer satisfaction and help you track trends over time.

4. Keep questions simple and straightforward

Avoid using complex language or jargon, and keep questions short and to the point.

5. Include both positive and negative questions

Ask questions that gauge both positive and negative aspects of the customer experience. For example, you might ask "What did you like most about your flight?" as well as "What did you like least about your flight?"

6. Ask about customer loyalty

Ask questions about customers' likelihood to recommend your airline to others, or to fly with you again in the future. This information can provide valuable insights into customer loyalty and help you track the impact of your customer satisfaction efforts.

7. Use a consistent scale

Using a consistent scale, such as a 1-10 rating scale, can make it easier to compare results over time and across different aspects of the customer experience.

By incorporating these tips into your customer satisfaction survey questions, you can gather valuable data that can help you understand your customers' needs and expectations and make data-driven decisions to improve their overall experience with your airline.


The data gathered from customer surveys can be used to measure the effectiveness of the airline's efforts to improve its services. This information can provide valuable insights into which changes have had the greatest impact on customer satisfaction and which areas may still need further improvement.

By continuously seeking feedback and making data-driven improvements, the airline can ensure that it remains competitive and delivers the best possible experience to its customers.

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