Q01
Message
All templatesIndustry-Specific
Airline Flight Disruption Service Recovery Survey
Measures passenger satisfaction with airline handling of flight delays, cancellations, and rebooking disruptions, covering communication quality, outcome fairness, compensation adequacy, and future loyalty intent.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
20 questions · ~9 min
Q02
Multiple Choice
Have you experienced a flight disruption (delay, cancellation, missed connection, or rebooking) that affected your travel plans?
- Yes
- No
Q03
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
Q04
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
Q05
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
Q06
Opinion Scale
Overall, how satisfied are you with how the airline handled the disruption?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q07
Long Text
What is one thing the airline could have done differently to improve your disruption experience?
Q08
Multiple Choice
What is your age?
- 18–24
- 25–34
- 35–44
- 45–54
- 55–64
- 65+
- Prefer not to say
Q09
Message
Thank you for sharing your experience — your feedback helps improve airline service recovery. Safe travels!
Q10
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
Q11
Opinion Scale
How quickly was your issue addressed after you first sought help?
Scale: 1 – 7
Min:Very slowlyMax:Very quickly
Q12
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
Q13
Opinion Scale
How likely are you to fly with this airline again?
Scale: 1 – 7
Min:Not at all likelyMax:Extremely likely
Q14
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.
Q15
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+
Q16
Opinion Scale
How timely were the updates you received about the status of your disruption?
Scale: 1 – 7
Min:Not at all timelyMax:Extremely timely
Q17
Opinion Scale
How fair was the final outcome, including any compensation?
Scale: 1 – 7
Min:Very unfairMax:Very fair
Q18
Dropdown
Where do you primarily live?
- North America
- South America
- Europe
- Africa
- Middle East
- Asia
- Oceania
- Prefer not to say
Q19
Opinion Scale
How clear and understandable was the information provided to you during the disruption?
Scale: 1 – 7
Min:Not at all clearMax:Extremely clear
Q20
Multiple Choice
What is your gender?
- Woman
- Man
- Non-binary
- Other
- Prefer not to say
What’s included
AI follow-ups
Adaptive probes on open-ended answers that pull out detail a static form would miss.
Attention checks
Built-in safeguards against rushed answers and low-quality respondents.
AI-drafted copy
Wording, ordering, and branching written by the AI — tuned to your research goal.
Auto report
Themes, quotes, and a plain-English summary write themselves once responses come in.
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.
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