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Flight experience survey template

Rate every step of the flight, from check-in to baggage claim

Six questions for the day after landing: why passengers flew, how satisfied they were, how they rated seven steps of the journey, whether they would recommend you, and what went well or could be better. Use it as it is or change any question, and Usertick reads every written answer for you.

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What this flight experience survey tells you

A flight experience survey asks passengers to rate the journey step by step, from the booking to the bag on the belt. This template takes about two minutes: the purpose of the trip, overall satisfaction, a grid of seven steps, a recommendation score, and two open questions, one for what worked and one for the single change that would matter most.

It is written for an email the day after the flight lands, sent to a list of that day's passengers or placed as a link in the post-flight email your reservation system already sends. The first question can be answered inside the email. The same survey also opens as a popup on your manage booking pages, or from a QR code printed near the baggage belt.

Every written answer is read as it arrives and filed under a category from your list, such as check-in and arrival or delays and disruptions, with a type, a sentiment and an urgency. Results shows the share of satisfied passengers, a heat map of the seven steps and the NPS, and selecting Business or Vacation narrows every chart to that kind of traveler.

In an emailAs a linkOn your websiteAs a conversation
Questions
6
Time to answer
About 2 minutes
Written for
An email the day after the flight lands
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 6 questions, one by one

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

Question 1 of 6 · Multiple choice

What was the main purpose of your trip?

Why ask it
Business travelers and families on vacation want different things from the same flight. Asking first lets you read every other answer by the kind of trip.
What you learn
A donut with the share and count of each purpose, with typed Other answers listed. Select Business to see the satisfaction, the step ratings and the NPS of business travelers alone.
Make it yours
Add a dropdown after it that names the route or the cabin, so Results can filter by those as well.
Question 2 of 6 · Stars

Overall, how satisfied were you with your flight?

Why ask it
A single overall rating gives you a CSAT for the flight before the details. It is the number to watch from week to week.
What you learn
The average rating, a bar per star and the share who rated 4 or higher, compared with the period before.
Make it yours
Keep it required. A passenger who skips the optional questions still leaves this score and the NPS.
Question 3 of 6 · Matrix · Optional

How would you rate the following?

Why ask it
A flight is built from steps run by different teams, from the website to the airport staff to catering. Seven rows show which team the low scores belong to.
What you learn
A heat map per row with row averages, so slow boarding or a drop in seat comfort shows up next to the steps that held.
Make it yours
Add a Not applicable column, which is left out of the averages, for passengers who checked no bag or had no meal. On phones the grid shows one row at a time.
Question 4 of 6 · NPS

How likely are you to recommend our airline to a friend or colleague?

Why ask it
Recommendation sums up the airline as a whole, across fares, network and service. Asking it after the step ratings gives an answer that weighs the whole journey.
What you learn
The NPS, promoters 9 to 10 minus detractors 0 to 6, with a bar of the three groups, the score per device and a line over time.
Make it yours
Compare the NPS of each kind of trip by selecting Business, Vacation or Visiting friends or family in question 1.
Question 5 of 6 · Text · Optional

What did we do well?

Why ask it
Asking what went well gives passengers room for praise, which tells you what to protect: a crew member worth thanking, a fast transfer desk, a meal people liked.
What you learn
Usertick reads each answer, marks it as praise or another type and files it under a category and a theme from your list, so Results shows which parts of the service are praised and how that changes over time.
Make it yours
On every plan, a workflow can post each answer marked as praise to a Slack or Microsoft Teams channel your crews and stations read.
Question 6 of 6 · Text · Optional

What one thing would have made your flight better?

Why ask it
A single change named by the passenger is easier to act on than a list of complaints. The wording asks them to pick what mattered most.
What you learn
Each answer with its sentiment and theme, filterable by theme, with up to eight themes and their trends, so legroom, delays or the boarding order show as a pattern.
Make it yours
Select the detractors in question 4 and read their answers here first, since they show what cost you the recommendation.

What the answers show

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

Overall, how satisfied were you with your flight?

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

What was the main purpose of your trip?

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.

How would you rate the following?

Each row's answers side by side, so the part that needs work stands out.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Flight experience 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 it the next morning

    Import yesterday's passengers as a list and send in the morning, while the flight is still fresh. Turn off Skip people who already received this survey for routes with frequent travelers who should be asked each time.

  2. 02

    Name the route in the survey

    Results doesn't split answers by link tag. Add a question that names the route, or run one survey per route you want to compare.

  3. 03

    Check your sending allowance

    Usertick sends 2,500 emails a month on Pro and 10,000 on Business. For larger passenger lists, connect your own sender, which has no allowance.

  4. 04

    Fix the lowest row first

    Each month, give the step with the lowest row average to the team that runs it, and watch the row against the period before once the fix is in.

CSAT surveysTravel surveysEmail surveysFlights questions

More satisfaction templates and questions

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

Templates

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CSATTour and guideLearn how guests rated a tour and their guide, and what to change next time. Send it the evening of the tour.
CSATAirport loungeLearn how travelers rated your lounge, from food to quiet, and whether it was worth the access. Send it once the passenger's flight has departed.
CSATTrain journeyLearn how passengers rated their journey, from punctuality to information on board. Send it a few hours after arrival.
CSATCruiseLearn how passengers rated each part of the cruise and whether they'd recommend it. Send it two days after disembarkation.

Frequently asked questions

The day after the flight lands, when the passenger still remembers check-in and boarding. Wait much longer and the details of each step blur.

Six with a grid covers the journey in about two minutes. Three are optional, so a passenger in a hurry can answer the purpose, the rating and the NPS and finish.

Usertick doesn't send when a flight lands in your own systems. Import each day's passengers from a CSV file, up to 2,000 rows per import, and send to that list, or put the survey's link in the post-flight email your reservation system already sends.

Find the row with the lowest average, read the written answers that mention that step, and assign them in the inbox to the team that runs it. After the fix, compare the row with the period before.

Yes. The same survey opens as a popup or a side button wherever the Usertick script runs, such as your manage booking or flight status pages. A mobile app can open the survey's link.

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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