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Airport lounge survey template

Find out if your lounge was worth it, in under a minute

Three questions for after the flight departs: how satisfied travelers were with the lounge, how they rated food, seating, quiet, Wi-Fi and showers, and whether the visit was worth the price or points. Add an open question when you want the reasons in their words, and Usertick reads every written answer for you.

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What this airport lounge survey tells you

An airport lounge survey asks travelers about their visit once they are on their way. This template takes about 45 seconds: a satisfaction rating, a grid for food and drinks, seating, quiet, Wi-Fi and showers, and a yes or no on whether the visit was worth the price or the points paid.

It is written for an email after the traveler's flight departs, sent to a list of the day's visitors, or as a link in the email that confirms a paid lounge pass. A QR code on table cards or at the exit opens the same survey on the traveler's phone while they wait at the gate. Run one survey per lounge when you operate several, since Results doesn't split answers by link tag.

Results shows the share of visitors who rated the lounge 4 or 5 stars, a heat map of the five facilities with their averages, and the share who said the visit was worth it, each compared with the period before. When you add an open question, every written answer is filed under a category from your list, such as room and facilities or price and fees, with a type and a sentiment.

In an emailAs a linkOn your websiteAs a conversation
Questions
3
Time to answer
About a minute
Written for
After the traveler's flight departs, by email or a table QR code
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 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 · Stars

How satisfied were you with the lounge?

Why ask it
One overall rating gives each lounge a CSAT you can track week by week, across busy and quiet days.
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 first. A Stars question sits inside the email, so a traveler at the gate answers with one tap.
Question 2 of 3 · Matrix · Optional

How would you rate the following?

Why ask it
Visitors judge the facilities one by one: a full buffet doesn't make up for no free seat near a socket. Five rows show which facility pulls the rating down.
What you learn
A heat map per row with row averages, so slow Wi-Fi or a cold shower shows up next to the facilities that work.
Make it yours
Add a Not applicable column, which is left out of the averages, since many visitors never use the showers.
Question 3 of 3 · Yes / No

Was it worth the price or points you paid?

Why ask it
Access costs money or points, and the visit has to feel worth it for travelers to come back or keep their membership. One yes or no gives a clear reading of value.
What you learn
Results shows the share that said yes, compared with the period before. Select No to see which facilities those travelers rated lowest.
Make it yours
Add a skip so a No leads to an open question about what would have made it worth it and a Yes ends the survey. Skip logic works on every plan.

What the answers show

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

How satisfied were you with the lounge?

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

How would you rate the following?

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

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Airport lounge 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

    Run one survey per lounge

    Duplicate the survey for each lounge or terminal so each one gets its own Results, or add a first question that names the lounge.

  2. 02

    Put a QR code on the tables

    Print the survey's QR code on table cards and at the exit. Travelers can answer at the gate, and walk-in guests who paid at the desk are included.

  3. 03

    Watch the value answer after price changes

    When you change the day pass price or the points needed, compare the share who said yes with the period before.

  4. 04

    Alert the lounge manager

    On every plan, a workflow alert posts to Slack or Microsoft Teams when the average rating falls below a line over the last 24 hours, so the team can check the buffet or the cleaning.

CSAT surveysTravel surveysEmail surveysAirport lounges questions

More satisfaction templates and questions

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

Templates

Browse all templates
CSATFlight experienceFind out how passengers rated each part of the journey, from check-in to baggage claim. Send it the day after the flight lands.
CSATTour and guideLearn how guests rated a tour and their guide, and what to change next time. Send it the evening of the tour.
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.

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. How did you pay for most things on this trip?Multiple choice · Money abroad
  5. Were you charged a fee you did not expect?Yes / No · Money abroad
  6. Roughly how much cash did you carry?Number · Money abroad

Frequently asked questions

After the traveler's flight departs, when the visit is over. Send it to the day's visitor list in the evening, or let the QR code reach travelers at the gate.

Three keeps it under a minute. Add one open question about what to improve when you want reasons, and keep the total short for travelers between flights.

Usertick doesn't send when a visitor checks in at your desk. Import the day's visitors from a CSV file and send to that list, or put the survey's link in the email your booking system sends with a paid pass.

That the visit didn't feel worth the price or points. Select No in Results to see which facilities those travelers rated lowest, and start with the row whose average is lowest.

Every visitor, whether they paid with money, points or status. Add a dropdown that asks how they got access, so Results can show the value answer for each group.

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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