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Baggage survey template

Measure the wait at the belt, and how bag problems were solved

Three questions for the day after the flight: how long passengers waited for their bag, whether it arrived in good condition, and how well a damaged or missing bag was handled. Add an open question when you want details, and Usertick reads every written answer for you.

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What this baggage handling survey tells you

A baggage handling survey asks passengers about their bags the day after they land. This template takes about 20 seconds: the minutes they waited at the belt, whether the bag arrived in good condition, and, when something went wrong, how well it was handled.

It is written for an email the day after the flight, sent to a list of the day's passengers with checked bags, or as a link in your post-flight email. A QR code on signs at the belt or the baggage service desk opens the same survey while passengers wait. The first question is a ruler, so the email shows a start button; move the yes or no question first when you want an answer inside the email.

Results shows the median wait and the middle half of waits on the 0 to 45 minute ruler, the share of bags that arrived in good condition and the handling rating, each compared with the period before. Add an open question and every written answer is filed under a category from your list, such as delays and disruptions, with a type, a sentiment and an urgency.

In an emailAs a linkOn your websiteAs a conversation
Questions
3
Time to answer
Under a minute
Written for
An email the day after the flight, or a QR code at the belt
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

In an email

Send it from Usertick to a contact list, and a button in the email opens the survey on its own page. Usertick sends 50 emails a month on the free plan, or connect your own sender.

The 3 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 3 · Ruler · Optional

How long did you wait for your bag?

Why ask it
The wait at the belt is the last part of the journey, and passengers remember it in minutes. A ruler lets them give a number you can set beside the times your handlers report.
What you learn
The median wait and the middle half of the answers over the 0 to 45 minute ruler, compared with the period before, so a slower month shows in minutes.
Make it yours
Keep the low end labeled It was there, so passengers whose bag was already on the belt answer with zero.
Question 2 of 3 · Yes / No

Did your bag arrive in good condition?

Why ask it
Passengers who find a broken wheel at home may never report it at the baggage desk. A yes or no the next day counts those bags too.
What you learn
The share that said yes, compared with the period before. Select No to see how those passengers rated the handling.
Make it yours
Add a skip so a Yes ends the survey and only passengers with a problem see question 3. Skip logic works on every plan.
Question 3 of 3 · Stars · Optional

If there was a problem, how well was it handled?

Why ask it
When a bag is damaged or missing, passengers judge the airline by how the problem was handled: the desk, the forms and how fast the bag came back.
What you learn
The average rating, a bar per rating and the share who rated 4 or higher, among the passengers who answered it.
Make it yours
On every plan, a workflow can post each rating of 1 or 2 to Slack or Microsoft Teams, so the baggage team calls the passenger back the same day.

What the answers show

Results turns each question into numbers you can follow week by week.

If there was a problem, how well was it handled?

The average rating and the share who gave 4 or 5 stars, against the period before.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Baggage delivery in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Ask only passengers with checked bags

    Import only the passengers who checked a bag, so travelers with carry-on luggage don't get a survey about the belt.

  2. 02

    Add a skip for the problem question

    With a skip after question 2, passengers whose bag arrived fine finish after two answers, and only those with a problem rate the handling.

  3. 03

    Put a QR code at the belt

    A sign with the survey's QR code at the belt and the baggage service desk reaches passengers while they wait. Run one survey per airport, or add a question that names it, to compare stations.

  4. 04

    Add an open question for problems

    When a bag arrived damaged, an optional open question about what happened gives the details, and Usertick flags the urgent ones for your team.

Customer effort scoreTravel surveysEmail surveysAirport lounges questions

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Questions from the library

Browse the question library
  1. How did you get into the lounge?Multiple choice · Airport lounges
  2. How comfortable was the seating?Stars · Airport lounges
  3. How long did you stay in the lounge?Ruler · Airport lounges
  4. Did you buy a city pass?Yes / No · City cards and attractions
  5. How many attractions did you visit with it?Number · City cards and attractions
  6. Did the pass save you money?Multiple choice · City cards and attractions

Frequently asked questions

The day after the flight, once passengers have unpacked and found any damage. A QR code at the belt catches the wait while it is happening.

Three keeps it at about 20 seconds. With a skip after question 2, passengers whose bag arrived fine answer two.

Only some types can: NPS, Stars, CES, Emoji, Yes / No, Multiple choice and Dropdown. The ruler shows a start button, so move the condition question first when you want a one-tap answer in the email.

Select No in question 2 to read those passengers' handling ratings, give each response an owner in the inbox, and contact the passengers who rated the handling low.

Results doesn't split answers by link tag, so run one survey per airport or add a dropdown that names it, then filter Results by that answer.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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