Automation
Airline Feedback Survey: Capture Passenger Experience After Every Flight
Passengers form their opinion of a flight within hours of landing. Deploy this automation and a short feedback form goes out before they reach baggage claim, capturing experience data while the flight is still fresh and before they find TripAdvisor.
How it works
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Trigger: flight lands
Fires automatically a few hours after the flight lands, connecting via your existing system.
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Survey delivered a few hours after arrival
Goes out via Email or SMS, timed to when the flight is still fresh.
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Routed by satisfaction rating
A low score on a specific route or flight reaches operations for that route directly.
✓ Invited to share the experience publicly.
→ Routed to customer relations the same day.
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Route performance dashboard
Scores by route and aircraft type, updated in real time.
Airline passenger feedback has a narrow collection window. A passenger who had a poor experience will typically either vent publicly within 24 hours or move on and never say anything. The ones who move on without saying anything are the more dangerous category for airlines, because they represent silent dissatisfaction that compounds into reduced loyalty without any signal that something needs fixing. Deploy FeedbackRobot's airline feedback automation and a short form goes out to each passenger via email within a few hours of their scheduled arrival time. It asks about boarding efficiency, crew attentiveness, cabin comfort, and whether anything during the flight fell below their expectation. Responses that flag a specific concern, a crew issue or a delayed baggage situation, route to the relevant customer relations team that day. For airlines operating multiple routes, the aggregate data by route and aircraft type surfaces patterns that on-time performance metrics miss. A specific route that consistently scores lower on crew attentiveness across multiple weeks may have a staffing pattern or training gap that operations would not otherwise notice. Post-flight feedback is the signal. This automation makes sure it is collected on every flight, not just the ones that generate formal complaints.
Frequently asked questions
Why send the survey a few hours after landing instead of immediately?
Right at landing, passengers are focused on baggage claim and next steps, not evaluating the flight, waiting a few hours catches them once they're settled but before the details fade.
Can feedback be attributed to a specific route or aircraft?
Yes, if flight data includes route and aircraft type, satisfaction trends can be broken out by both, useful for spotting a specific route with a recurring issue.
What happens if a passenger flags a specific crew or baggage issue?
It routes to customer relations the same day rather than waiting for a formal complaint process to begin.
Does this replace formal complaint handling for serious issues?
No, this is a lightweight satisfaction pulse, serious issues like damaged baggage or safety concerns still need your formal complaint channel.