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Flight delay survey template

Find out how you handled the delay, while travelers still remember it

Four questions for the day after a delayed or canceled trip: how well you kept travelers informed, what you offered them, how easy rebooking was and how satisfied they are with the handling. Add an open question when you want their account, and Usertick reads every written answer for you.

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What this flight delay survey tells you

A flight delay survey asks travelers how a disruption was handled, once they have finally arrived. This template takes about 40 seconds: a rating for the information you gave, what you offered, from meal vouchers to a hotel room, an effort score for rebooking, and a rating for how the delay was handled overall. It works the same way for a delayed train or bus.

It is written for an email within a day of arrival, sent to the passenger list of the disrupted flight, or as a link in the follow-up message your own system already sends about the disruption. The first question sits inside the email, so a tired traveler answers with one tap. Run one survey per major disruption, or add a question that names the flight, to read each event on its own.

Every written answer is read as it arrives and filed under a category from your list, such as delays and disruptions or staff and service, with a type, a sentiment and an urgency. Results shows the share who rated your information and your handling 4 or 5, bars for what was offered, and the rebooking effort with the share who found it easy, each compared with the period before.

In an emailAs a linkOn your websiteAs a conversation
Questions
4
Time to answer
Under a minute
Written for
An email within a day of arrival after a delay or cancellation
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, with the first question inside the email. A tap on an answer opens the rest of the survey with that answer already kept. Usertick sends 50 emails a month on the free plan, or connect your own sender.

The 4 questions, one by one

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

Question 1 of 4 · Stars

How well did we keep you informed?

Why ask it
During a delay, information is what travelers want first: how long, why and what happens next. Rating how well you kept them informed measures the part your team controls, even when the weather does not cooperate.
What you learn
The average rating, a bar per rating and the share who rated 4 or higher, compared with the period before.
Make it yours
Keep it first. A Stars question sits inside the email, so travelers answer with one tap.
Question 2 of 4 · Multiple choice · Optional

What did we offer you?

Why ask it
What you offered is a record of what actually reached the traveler, which can differ from what your policy promises. Several answers can be picked, since many travelers got more than one thing.
What you learn
Bars with the share and count of each item, compared with the period before. Select Nothing to see how those travelers rated the handling.
Make it yours
Change the options to what you offer, such as lounge access or a taxi voucher, and keep Nothing as the last option.
Question 3 of 4 · Customer effort

How easy was it to rebook?

Why ask it
Rebooking is where a delay costs travelers the most effort: a queue at the desk, a busy phone line or an online flow with no seats shown. A 1 to 7 effort score shows how hard it was.
What you learn
The average on the 1 to 7 scale, the share who found rebooking easy and a bar from hard to easy, compared with the period before.
Make it yours
Add a skip on question 2 so travelers whose answer doesn't contain Rebooking go straight to question 4, since this question is required and they had nothing to rebook.
Question 4 of 4 · Stars

How satisfied are you with how we handled the delay?

Why ask it
The overall rating sums up the disruption from the traveler's side, and it is the number to compare between a delay that went well and one that went badly.
What you learn
The average rating, a bar per rating and the share who rated 4 or higher, compared with the period before. Select the low ratings to see what those travelers were offered.
Make it yours
On every plan, a workflow alert posts to Slack or Microsoft Teams when this average falls below a line over the last 24 hours, so a disruption that goes badly reaches your operations team while it is still running.

What the answers show

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

How well did we keep you informed?

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

What did we offer you?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick After a delay 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

    Send within a day

    Import the passenger list of the disrupted flight as soon as travelers have arrived and send it, while the waiting is still fresh.

  2. 02

    Name the flight and the date

    Results doesn't split answers by link tag. Duplicate the survey for each major disruption, or add a question that names the flight, so each event reads on its own.

  3. 03

    Add an open question

    An optional question about what would have helped most gives the details behind low ratings, and Usertick flags the urgent ones, such as a traveler who is still stranded.

  4. 04

    Check what reached travelers

    Select Nothing in question 2 and give those responses an owner in the inbox, so someone checks what each traveler was entitled to.

Customer supportTravel surveysEmail surveysBusiness travel policy questions

More support templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
SupportSupport while travelingLearn whether travelers could reach you during their trip and whether you solved the problem. Send it after a support case closes.
SupportSupport follow-upCheck whether a support conversation actually solved the problem, how much effort it took and how the person who helped did. Send it automatically when a ticket is closed.
SupportHelp article feedbackLearn whether your help articles answer people's questions and which topics are missing or outdated. Add it to the bottom of every help article.
SupportTrust and supportMeasure how well a request was handled and how much customers trust you with their money. Send it after a support case is closed.

Questions from the library

Browse the question library
  1. How easy is it to book a trip within company policy?Customer effort · Business travel policy
  2. How often does policy stop you booking what you need?Multiple choice · Business travel policy
  3. Do you know your nightly hotel limit without looking it up?Yes / No · Business travel policy
  4. How many people were in your group?Number · Group trips
  5. Who put the trip together?Multiple choice · Group trips
  6. How easy was it to book for everyone at once?Customer effort · Group trips

Frequently asked questions

Within a day of arrival, once travelers have reached their destination. Ask too early and the handling isn't over yet, and a week later the details have blurred.

Four or fewer. Travelers who have just been through a delay have little patience, and this template takes about 40 seconds.

Keep the survey to how the delay was handled. An answer that asks about compensation is marked as a question and can be flagged as urgent, so your team can reply through your usual claims process.

Yes. Import that flight's passengers from a CSV file as a list, up to 2,000 rows per import, and send the survey to that list. Turn off Skip people who already received this survey when some of them were asked after an earlier delay.

Information and handling ratings that hold up even when the delay was long, few travelers who answer Nothing to question 2, and an easy rebooking score. Compare each disruption with the period before.

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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