Airline Flight Disruption Service Recovery Survey

Welcome! This survey asks about your most recent disrupted flight experience and should take about 10 minutes to complete. Your participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers — we are interested in your honest opinions. All responses are confidential and will be reported only in aggregate.

Have you experienced a flight disruption (delay, cancellation, missed connection, or rebooking) that affected your travel plans?

• Yes
• No

When did your most recent disrupted flight occur?

• Past 30 days
• 31–90 days ago
• 91–180 days ago
• 7–12 months ago
• More than 12 months ago

Which channels did you use to get help during the disruption? Select all that apply.

• Airline mobile app
• Airline website
• Airport service desk
• Phone support
• Live chat or messaging (e.g., WhatsApp or in-app chat)
• Social media
• Travel agency (online or offline)
• Self-service kiosk
• I did not seek help
• Other

What was the outcome for your travel plans?

• Rebooked same day
• Rebooked next day or later
• Received refund or credit
• Issue unresolved
• Not applicable

Overall, how satisfied are you with how the airline handled the disruption?

What is one thing the airline could have done differently to improve your disruption experience?

What is your age?

• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65+
• Prefer not to say

Thank you for sharing your experience — your feedback helps improve airline service recovery. Safe travels!

What was the primary disruption you experienced?

• Flight delay
• Flight cancellation
• Missed connection
• Needed to be rebooked
• Pre-departure schedule change
• Baggage delay that affected trip plans
• Other

How quickly was your issue addressed after you first sought help?

Which of the following, if any, did you receive? Select all that apply.

• Meal or refreshment vouchers
• Hotel or accommodation
• Ground transport
• Airline miles or points
• Cash or credit refund
• None
• Other

How likely are you to fly with this airline again?

Based on your responses, we'd like to understand more about your disruption experience. Please share your thoughts and our AI moderator will ask a couple of follow-up questions.

In the last 12 months, approximately how many round trips involving flights did you take?

• 0
• 1–2
• 3–5
• 6–10
• 11+

How timely were the updates you received about the status of your disruption?

How fair was the final outcome, including any compensation?

Where do you primarily live?

• North America
• South America
• Europe
• Africa
• Middle East
• Asia
• Oceania
• Prefer not to say

How clear and understandable was the information provided to you during the disruption?

What is your gender?

• Woman
• Man
• Non-binary
• Other
• Prefer not to say