Passenger Satisfaction Survey on Airlines

This assignment presents a comprehensive survey questionnaire designed to assess passenger satisfaction levels with various aspects of air travel. The survey focuses on evaluating the experiences of passengers across different airline categories: Full-Service Carriers (FSC), Low-Cost Carriers (LCC), or both. Key areas covered include in-flight services, customer service, comfort, cleanliness, and overall satisfaction. Respondents are asked to rate their experiences on a scale and provide detailed feedback on any inconveniences or challenges faced. The questionnaire also seeks recommendations for future improvements and insights into potential research avenues within the airline industry.

QUESTIONNAIRE
Self-Administrative Survey Identifying Future Aspects Regarding FSCs and LCCs
Customers
 Respondent’s Name* :
__________________________________________________________
 Date of Last Flight*: _________________________________________________
*Permitted Anonymity if desired, please carry on to question 1.
1. Age
 16-21
 22-30
 31-42
 43-55
 Above 55
2. Gender
 Male
 Female
3. Mention your Position:
 Student
 Volunteer
 Employed
 Unemployed
 Retired

QUESTIONNAIRE
4. How often you avail a flight ?
 Once or more a week
 More than Once a month
 Few times a year
 Once in a year
 First attempt to flight
5. Which of the cabin in the aircraft did you choose to seat?
 first class
 Business
 Coach/ Economy
6. How full was the cabin you availed?
 less than half was full
 ½ to ¾ was full
 ¾ and exceeding was full
 Cent% full
7. Please check and comment what applies to the trip?
 a frequent flyer award ticket
 upgraded mileage benefit
 neither of them

QUESTIONNAIRE
8. What is Most Important to you while making your selection for next airline? rate out
of 10.
 Timely Arrival
 Comfortable Approach
 Service Quality
 Cost
9. a) What is your preference among these flight-service categories?
 Low Cost Carriers (LCCs)
 Full Service Carriers(FSCs)
 Both
b) In case the option, “Both”, is selected, Please give reasons.
…………………………………………………………………………………………………
…………………………………………………………………………………………………
………………………………………………………………………………………………....
10. Please rate out of 10 about the services received from the reservation agents?
 Speed of contacting the agent
 help provided
 Accuracy of information
 Courtesy of the agent

QUESTIONNAIRE
11. Please rate how important each one of the following was while selecting an airline:
Factors Very
Essential
Not
Important
 Convenient Departure and
arrival time A B C D E
 Flight-Fare is better A B C D E
 Frequent flight benefits A B C D E
 On-flight Quality (meals,
entertainments, flight-
attendants &etc) A B C D E
 Ground services of the airline A B C D E
 Recommendations of airline A B C D E
12. Please comment on the Service Quality of the airline in regards to the following:
Attributes Best Not
Satisfied
Available flight-attendants A B C D E
Personal approach of on-flight
crew A B C D E
Quality Communication of the
Pilot with Passengers A B C D E
Food Quality served during the
flight and availability of
mentioned attributes
A B C D E
Beverages Quality on the flight A B C D E
All over Flight Quality Judged A B C D E

QUESTIONNAIRE
13. Please rate out of 10 about the Satisfaction Level of your chosen category relative to
the fields enlisted below:
Highly
appreciabl
e
Not
Satisfactor
y
 Availability of space for
storing luggage A B C D E
 Comfortable seat
arrangements available A B C D E
 Cleanliness and hygiene
maintained on flight A B C D E
 Noise Level experienced
on flight and its
maintenance
A B C D E
 Arrival and departure
time intervals maintained A B C D E
 On-Journey customer
service provided in the
aircraft
A B C D E
 Overall Satisfaction
Level as per experience A B C D E
14. Please state and explain in brief any inconvenience faced or challenges if any present
while availing for the airlines especially while choosing any of these airline categories
(FSC, LCC or Both). Review as you want as per your experiences with the airlines:
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
………………………………………………………………………………………....

QUESTIONNAIRE
15. Do you or would you recommend your known ones for the airline as a passenger or an
agent from the travels department. Please select respond accordingly.
 Yes Definitely!
 For sure
 No
 Never
16. Having answered in accordance to the questions, in reference to the experiences you
have had, would you like to suggest any further research or analysis on the fields
causing inconvenience? Please comment.
 Yes
 No
17. Provide few suggestive measures relative to the airlines for both the chosen categories
for future betterment:
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
………………………………………………………………………………………....
Thank You!