Measures passenger satisfaction with airline handling of flight delays, cancellations, and rebooking disruptions, covering communication quality, outcome fairness, compensation adequacy, and future loyalty intent.
What's Included
AI-Powered Questions
Intelligent follow-up questions based on responses
Automated Analysis
Real-time sentiment and insight detection
Smart Distribution
Target the right audience automatically
Detailed Reports
Comprehensive insights and recommendations
Template Overview
20
Questions
AI-Powered
Smart Analysis
Ready-to-Use
Launch in Minutes
This professionally designed survey template helps you gather valuable insights with intelligent question flow and automated analysis.
Sample Survey Items
Q1
Chat Message
Welcome! This survey asks about your most recent disrupted flight experience and should take about 5 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.
Q2
Multiple Choice
Have you experienced a flight disruption (delay, cancellation, missed connection, or rebooking) that affected your travel plans?
Yes
No
Q3
Dropdown
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
Q4
Multiple Choice
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
Q5
Multiple Choice
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
Q6
Opinion Scale
How quickly was your issue addressed after you first sought help?
Range: 1 – 7
Min: Very slowlyMid: NeutralMax: Very quickly
Q7
Opinion Scale
How timely were the updates you received about the status of your disruption?
Range: 1 – 7
Min: Not at all timelyMid: NeutralMax: Extremely timely
Q8
Opinion Scale
How clear and understandable was the information provided to you during the disruption?
Range: 1 – 7
Min: Not at all clearMid: NeutralMax: Extremely clear
Q9
Multiple Choice
What was the outcome for your travel plans?
Rebooked same day
Rebooked next day or later
Received refund or credit
Issue unresolved
Not applicable
Q10
Multiple Choice
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
Q11
Opinion Scale
How fair was the final outcome, including any compensation?
Range: 1 – 7
Min: Very unfairMid: NeutralMax: Very fair
Q12
Opinion Scale
Overall, how satisfied are you with how the airline handled the disruption?
Range: 1 – 7
Min: Very dissatisfiedMid: NeutralMax: Very satisfied
Q13
Opinion Scale
How likely are you to fly with this airline again?
Range: 1 – 7
Min: Not at all likelyMid: NeutralMax: Extremely likely
Q14
Long Text
What is one thing the airline could have done differently to improve your disruption experience?
Max chars
Q15
AI Interview
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.
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Reference questions: 6
Q16
Multiple Choice
What is your age?
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q17
Multiple Choice
In the last 12 months, approximately how many round trips involving flights did you take?
0
1–2
3–5
6–10
11+
Q18
Dropdown
Where do you primarily live?
North America
South America
Europe
Africa
Middle East
Asia
Oceania
Prefer not to say
Q19
Multiple Choice
What is your gender?
Woman
Man
Non-binary
Other
Prefer not to say
Q20
Chat Message
Thank you for sharing your experience — your feedback helps improve airline service recovery. Safe travels!
Frequently Asked Questions
What is QuestionPunk?
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How long does support typically take to reply?
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Can I export survey results?
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