Airline Passenger Flight Experience Survey

Thanks for flying with (Replace with airline name)! We'd love to hear how your most recent flight went, from booking to landing. Your responses are completely confidential and anonymized. This takes about 8 minutes and your honest feedback helps us improve. (Template note: replace with your airline's name before launching.)

What was the primary purpose of this trip?

• Business
• Leisure
• Visiting friends or family
• Mixed business and leisure

Which cabin class did you fly in on this trip?

• Economy
• Premium Economy
• Business
• First

Overall, how would you rate your experience on this flight?

Please rate each part of your journey with (Replace with airline name).

If (Replace with airline name) could only fix a few things, which would matter most to you? Pick your most and least important from each set.

• Shorter check-in and security lines
• More legroom or seat comfort
• Better food and beverage options
• More reliable Wi-Fi and entertainment
• Friendlier, more attentive cabin crew
• Clearer communication during delays
• Lower fares or fewer hidden fees
• More direct routes and flight times

Reconstruct the single moment or interaction that most shaped this passenger's overall rating of the flight — ask them to walk through what happened, who was involved, and what (if anything) staff did about it. If they rated the flight highly, probe what specifically stood out as memorable. If they rated it poorly or flagged a top priority in the previous question, dig into what a fair resolution would have looked like to them.

How likely are you to recommend (Replace with airline name) to a friend or colleague?

On this trip, did you experience a delay, cancellation, or other significant disruption?

• No disruption
• Minor delay (under 1 hour)
• Significant delay (1 hour or more)
• Cancellation
• Other disruption

If you experienced a disruption, how satisfied were you with how it was communicated and handled?

Is there anything else about your flight experience you'd like us to know?

Almost done — just a couple of quick, optional questions about you so we can spot patterns across different types of travelers.

How often do you fly (with any airline) in a typical year?

• This was my first flight in a year or more
• 1-2 times
• 3-5 times
• 6-10 times
• More than 10 times
• Prefer not to say

Which age range do you fall into?

• Under 18
• 18-24
• 25-34
• 35-44
• 45-54
• 55-64
• 65 or older
• Prefer not to say

Thank you for sharing your experience! Your feedback feeds directly into our reports on where to improve the journey, from booking through baggage claim.