Airline Passenger Feedback Survey Template

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Use this airline passenger feedback survey template to understand one completed flight from the traveler's point of view. Eight questions cover check-in, boarding, onboard service, arrival, and communication when plans change. Adapt the survey in SurveyLegend and connect passenger comments with the part of the journey your team can improve.

When to use this airline passenger feedback survey

Send the questionnaire after the journey and make clear which flight you are asking about. A multi-leg trip can involve different carriers and experiences, so avoid asking for one rating across everything. This template focuses on a recent flight rather than preferences about future travel. For a broader business-feedback questionnaire, our customer satisfaction survey template offers a more general starting point.

8 questions for your airline passenger feedback survey

Start with these questions and adapt them to your audience. Every field is optional. Where answer choices are listed, respondents choose one.

Respondent introduction:
Please answer about the completed flight identified with this survey. Use the not-applicable choices where needed. Do not include passport or payment information. All questions are optional.

How to customize your airline passenger feedback survey

Add the flight context through your invitation or an appropriate introductory field; do not ask passengers to share passport details or payment information. Keep options for people who did not check a bag, ask for assistance, or experience a disruption. If you add questions about paid extras, show them only to relevant travelers or include a not-applicable response. Explain the separate support route for an unresolved booking or baggage issue.

Printable airline passenger feedback survey template

Use this printable airline passenger feedback survey template for an assisted feedback session or another suitable point after the journey. It lets passengers share their experience on paper when they prefer that to an online form. SurveyLegend gives your team a matching digital option.

AI prompt for an airline passenger feedback survey

Create an airline passenger feedback survey in SurveyLegend with questions about check-in, boarding, onboard service, arrival, and disruption communication.

The full prompt below includes all 8 questions and their response settings. Copy it, register for a free SurveyLegend account, and paste it into SurveyLegend's AI survey creation tool. Review and customize the result before sharing.

Create an airline passenger feedback survey in SurveyLegend using the exact questionnaire below.

Purpose: Identify friction at specific stages of the passenger journey.

Requirements:
- Include exactly 8 questions or fields, in the order shown. Preserve the wording, answer choices, choice order, field types, and optional settings verbatim.
- Use one selection for each Single choice field. Show all fields. Preserve instructions about leaving an irrelevant field blank; do not invent automatic branching.
- Do not add scoring, sample answers, claims of validation, or an anonymity promise.
- Keep the respondent introduction below. Any named event, advertisement, use case, review period, or organization referenced must be supplied by the survey creator before sharing. Do not invent these details.
- If a field, setting, or required supporting asset cannot be provided, explain the limitation. Do not silently substitute it or claim a working survey exists.

Respondent introduction:
Please answer about the completed flight identified with this survey. Use the not-applicable choices where needed. Do not include passport or payment information. All questions are optional.

Exact questionnaire:

1. What was the main reason for this flight?
Field type: Single choice
Answer choices, in order:
- Leisure or a personal visit
- Work or business
- Another reason
- Prefer not to answer
Required: No

2. How easy was it to complete check-in for this flight?
Field type: Single choice
Answer choices, in order:
- Very difficult
- Somewhat difficult
- Neither easy nor difficult
- Somewhat easy
- Very easy
- Someone else handled check-in
Required: No

3. How clear were the instructions about where and when to board?
Field type: Single choice
Answer choices, in order:
- Not at all clear
- Slightly clear
- Moderately clear
- Very clear
- Extremely clear
- Not applicable
Required: No

4. How satisfied were you with the service you received from the cabin crew?
Field type: Single choice
Answer choices, in order:
- Very dissatisfied
- Somewhat dissatisfied
- Neither satisfied nor dissatisfied
- Somewhat satisfied
- Very satisfied
- I did not use the service
Required: No

5. If your flight plans changed, how clear were the updates you received?
Field type: Single choice
Answer choices, in order:
- Not at all clear
- Slightly clear
- Moderately clear
- Very clear
- Extremely clear
- I received no updates
- My flight plans did not change
Required: No

6. If you checked a bag, how satisfied were you with the baggage-collection experience at arrival?
Field type: Single choice
Answer choices, in order:
- Very dissatisfied
- Somewhat dissatisfied
- Neither satisfied nor dissatisfied
- Somewhat satisfied
- Very satisfied
- I did not check a bag
- I have not completed baggage collection
Required: No

7. Which part of this flight experience worked best for you?
Field type: Long text
Answer choices: none; respondent enters their own text.
Required: No

8. What is one thing we should improve for a future journey? Please do not include passport or payment details.
Field type: Long text
Answer choices: none; respondent enters their own text.
Required: No

Before finishing, compare every field with this specification. Report differences separately. Let the creator review and customize the private draft before sharing; do not publish it automatically.

Use prompt directly in SurveyLegend

Create a free account, then paste the copied prompt into SurveyLegend.

Already have an account? Sign in to create your airline passenger feedback survey.

Find the stage of the flight experience to improve

Review check-in, boarding, cabin service, and arrival separately. This questionnaire does not ask for an overall flight rating, so use the individual answers and comments to identify the stage that needs attention. Keep responses such as 'I did not check a bag' separate from satisfaction ratings. Compare similar journeys where possible and check comments against operational context. Route individual requests through the appropriate support process. Feedback can guide a service review, but it does not establish why a delay occurred or whether a passenger is entitled to compensation.

When should passengers receive the survey?

Send it after the part of the journey you want reviewed has ended. If the survey asks about arrival or baggage collection, give passengers an opportunity to experience those stages before requesting an answer.

Should I ask for a booking reference?

Only if your follow-up process needs it and you explain how it will be used. This starter does not require a booking reference. Keep personal support requests separate from a general feedback exercise when possible.

Can I combine results from different flights?

You can summarize them if you retain enough context to interpret the results. Check whether route, disruption, or service differences explain a pattern before treating it as the experience of every passenger.

Airline Passenger Feedback Survey Template

When to use this airline passenger feedback survey

8 questions for your airline passenger feedback survey

A little feedback. A clearer picture.