Describe the flight experience you want to study. Makeform creates an airline passenger satisfaction survey with journey-stage ratings, comments, and useful flight context.
Send passenger feedback to Google Sheets, Slack, and Zapier.
Sample prompts for the survey builder
Choose a starting point, tailor it, and send it into the editable Makeform builder.
Audience
Passengers immediately after a completed flight
Format
Mobile-first survey with ratings and one comment
Prompt size
260 chars
Example survey structure
Mobile-first survey with ratings and one comment
Flight number, date, route, and cabin
Rate each stage of your journey
How satisfied were you overall?
What most influenced your score?
May we follow up?
Suggested routing tags
Service recovery
Cabin experience
Route trends
Ask for flight number and travel date first, so analysts can compare routes and departures.
Step 1
Identify
route, flight, cabin, and trip context
Step 2
Measure
consistent ratings across journey stages
Step 3
Explain
open comments reveal why scores moved
Step 4
Route
feedback reaches the team that owns it
Feedback with flight context
Connect ratings to flight details, consistent scales, and targeted comments so patterns can be investigated.
Group questions by booking, check-in, boarding, cabin, arrival, and disruption so passengers recall one stage at a time.
Use the same labeled five-point scale across related touchpoints.
Request follow-up permission only when needed and route low scores to the right team.
Four useful survey modes
Match survey depth to the timing and decision it supports.
A mobile survey for key touchpoints, overall satisfaction, and one reason.
Conditional questions about updates, assistance, and disruption resolution.
Feedback on seating, meals, amenities, cleanliness, and crew.
Stable measures for comparing routes, traveler groups, or journey factors.
Survey workflow
Keep flight fields, scales, branching, and delivery aligned with your decision.
Name the route, cabin product, research question, or disruption you need to understand.
Label scales, remove unused questions, and show conditional sections only when relevant.
Send after arrival, use a research QR code, or embed the survey in a follow-up page.
Compare route, cabin, purpose, or disruption segments while keeping categories appropriately broad.
Choose the right depth
Short surveys favor completion; deeper studies support diagnosis.
Field guide
Use these six sections as a question map, keeping only fields your analysis or follow-up needs.
Flight context
Anchor responses with flight number and date. Add route, cabin, connection, or trip purpose only when analysis needs them.
Ground experience
Rate booking, check-in, bag drop, gate communication, and boarding separately so one airport score does not hide the problem.
Cabin experience
Separate product ratings for comfort, cleanliness, meals, and connectivity from crew-service ratings, helping assign ownership.
Irregular operations
Ask whether disruption occurred, then reveal questions about updates, assistance, alternatives, and resolution only when relevant.
Outcome measures
Choose overall satisfaction, value, recommendation, or future intention based on the research plan, and label the full scale.
Comments and follow-up
Ask what most influenced the score. Keep follow-up permission separate and personal details optional.
Related tools
Start with a broader airline or airport survey, compare a standard customer satisfaction survey, or collect feedback for neighboring hospitality experiences.
Create a broader questionnaire for airline services, passenger needs, and journey preferences.
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Open toolCapture flight-request or reservation details in a structured online form.
Open toolAsk guests about booking, rooms, amenities, staff service, and their overall stay.
Open toolFAQ
Practical answers for airline teams and researchers planning passenger-experience questionnaires.
It asks travelers to evaluate a flight or journey stage, connecting flight context with ratings for ground service, boarding, cabin comfort, crew, disruption handling, and overall satisfaction.
Capture flight and date, then rate check-in, boarding, cleanliness, comfort, crew, onboard products, arrival, and relevant disruption handling. Finish with overall satisfaction and its main reason.
Keep an immediate survey to actionable journey-stage ratings and one comment. Use a longer questionnaire only when participants expect research depth.
Anonymous responses suit research; service recovery needs contact permission. Make details optional and avoid personal data the workflow does not need.
Use one consistent scale for comparable touchpoints and label both ends, such as very dissatisfied through very satisfied. Include a not applicable option where passengers may not have used a service. Avoid changing scale direction midway through the survey.
Yes. Begin with a disruption question, then use conditional logic to show relevant items about communication, rebooking, meal or hotel support, baggage, and resolution. Passengers on unaffected flights can skip that section, keeping the main survey shorter.
Yes. Makeform provides unlimited free forms and responses, so you can generate, edit, publish, and collect passenger survey responses without a usage cap. The paid tier removes the Makeform badge.
Keep question wording and scale labels stable, capture only the segment fields needed for the analysis, and compare like with like. Route, cabin class, trip purpose, travel frequency, and disruption status may explain patterns, but small groups should be interpreted carefully.
Give every passenger touchpoint a clear signal.
