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Airline Flight Delay & Cancellation Survey Template

Gather passenger feedback on flight delays, cancellations, and rebooking. Evaluate service recovery, communication, and CSAT to optimize airline experience.

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

Sample Survey Items

Q1
Dropdown
When did your most recent disrupted trip occur?
  • Past 30 days
  • 31–90 days ago
  • 91–180 days ago
  • 7–12 months ago
  • More than 12 months ago
Q2
Multiple Choice
What was the primary disruption on that trip?
  • Flight delay
  • Flight cancellation
  • Missed connection
  • Needed to be rebooked
  • Pre-departure schedule change
  • Baggage delay that affected trip plans
  • Other
Q3
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
Q4
Opinion Scale
How quickly was your issue addressed after you first sought help?
Range: 1 – 10
Min: Very slowMid: NeutralMax: Very fast
Q5
Matrix
Please rate the communication you received during the disruption.
RowsStrongly disagreeDisagreeNeither agree nor disagreeAgreeStrongly agree
Updates were timely•••••
Instructions were clear•••••
I understood my available options•••••
Tone was empathetic•••••
Q6
Multiple Choice
Attention check: To confirm you’re paying attention, please select “I am paying attention.”
  • I am paying attention
  • I am not paying attention
Q7
Multiple Choice
What was the outcome for your travel plans?
  • Rebooked same day
  • Rebooked next day or later
  • Received refund/credit
  • Issue unresolved
  • Not applicable
Q8
Multiple Choice
Which of the following, if any, did you receive? Select all that apply.
  • Meal/refreshment vouchers
  • Hotel/accommodation
  • Ground transport
  • Airline miles/points
  • Cash or credit refund
  • None
  • Other
Q9
Opinion Scale
How fair was the final outcome, including any compensation?
Range: 1 – 10
Min: Very unfairMid: NeutralMax: Very fair
Q10
Rating
Overall, how satisfied are you with how the disruption was handled?
Scale: 10 (star)
Min: Not satisfiedMax: Very satisfied
Q11
Opinion Scale
How likely are you to use the same carrier or booking channel again for a similar trip?
Range: 1 – 10
Min: Not at all likelyMid: NeutralMax: Extremely likely
Q12
Multiple Choice
What is your age?
  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q13
Multiple Choice
In the last 12 months, how many trips with flights did you take?
  • 0
  • 1–2
  • 3–5
  • 6–10
  • 11+
Q14
Dropdown
Where do you primarily live?
  • North America
  • South America
  • Europe
  • Africa
  • Middle East
  • Asia
  • Oceania
  • Prefer not to say
Q15
Multiple Choice
What is your gender?
  • Woman
  • Man
  • Non-binary
  • Other
  • Prefer not to say
Q16
Chat Message
Welcome! This brief survey asks about your most recent disrupted trip. It should take about 5 minutes.
Q17
Long Text
What is one thing that could have improved your disruption experience?
Max 600 chars
Q18
AI Interview
AI Interview: 2 Follow-up Questions on your disruption experience
AI InterviewLength: 2Personality: Expert InterviewerMode: Fast
Q19
Chat Message
Thanks for your time—this concludes the survey. Safe travels!

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